Factors Influencing Customer Satisfaction in Healthcare Services

This study analyzes the factors that impact customer satisfaction in healthcare services. The research question is whether customers are sufficiently served in the healthcare sector. The study aims to offer quality healthcare services and use patient satisfaction as an indicator of quality healthcare. The methodology includes interviewing patients, using questionnaires, face-to-face conversations, and collecting social media data and surveys. The findings show that good doctor's services greatly contribute to customer satisfaction in healthcare sectors.

Customer satisfaction1
CUSTOMER SATISFACTION IN HEALTHCARE SERVICES
(Name)
Name of the professor
Name of institution
Location of the institution

Customer satisfaction 2
FACTORS INFLUENCING CUSTOMER SATISFACTION IN HEALTHCARE SERVICES
Introduction
A market research proposal is a thorough analysis of four components of marketing. That is the
product, price, place, and promotion. A market research involves selecting a topic that has not
been identified before and gathering information about the topic that already exists. A
marketing research proposal, therefore, includes objectives, expectations, and achievements of a
business or an organization. Clients use it as a point of reference to get information about the
business. It aims at giving one a thorough understanding of a certain topic or area of research.
Research question
The research tries to answer the following question; is customer sufficiently served in the
healthcare sector?
Research objective
This study is purposed to determine and analyze the different factors that have an impact on
customer or patient satisfaction concerning the health care services in the hospitals and other
healthcare centers (Fornell, Rust, and Dekimpe, 2010). Offering quality healthcare services is the
intended outcome of this study. The objective of this study is to help use satisfaction of patients
as an indicator of quality healthcare. Secondly, understand what influence healthcare satisfaction
has on patients looking for healthcare in conjunction with adhering to the treatment and
continuing to the use of healthcare services. Thirdly, it helps to increase the understanding of the
patients' point of view and use the patients' information to improve the services offered by the
hospital.

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Literature review
There is existing information also available in this area of healthcare and customer satisfaction.
According to other sources, customers are viewed to be well informed that they attach usefulness
to every service, which they are paying. This has increased competition in the healthcare
industry. Some of the factors affecting customer satisfaction in healthcare services include;
qualities of basic services, the doctors’ attention and attitude and family access. The location of
hospitals may also cause satisfaction or dissatisfaction, as customers do not want to go to a
healthcare that is far away to a place they cannot access.
Methodology
This method of data collection includes interviewing various patients and use of questionnaires
with various questions about how customers are better satisfied in health centers. In addition,
there is a face-to-face conversation with patients, the collection of social media data and surveys
via phone and internet. The result of the study I conducted though faced with various challenges
has helped to know how customer satisfaction is related to different factors in health care
services.
Findings
Service providers are trying to improve customer satisfaction through a number of ways; one of
them is trying to improve doctor-patient relationship as patients want to receive professional care
that is caring, empathetic and courteous. In this study with different methods of data collection,

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various factors that affect customer satisfaction have been identified and how to improve
customer satisfaction has been identified (Majeed Alhashem, Alquraini, and Chowdhury 2011).
In this study customer, satisfaction refers those factors in the healthcare facilities that make the
customer feel psychologically impressed and also it refers to those services that make a customer
find the use of his or her money for paying for different services at the hospital useful. The
various sources of data I used in this study have shown that one of the main factors that greatly
contribute to customer satisfaction is the doctor's services.
In conclusion, customers’ satisfaction can only be achieved through the cooperation
of doctors and the other health-related staff. Good doctor’s services will also increase customers
satisfaction in the healthcare sectors.

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References
Majeed Alhashem, A., Alquraini, H., and Chowdhury, R.I., 2011. Factors influencing patient
satisfaction in primary health care clinics in Kuwait. International journal of health care quality
assurance, 24(3), pp.249-262.
Fornell, C., Rust, R.T. and Dekimpe, M.G., 2010. The effect of customer satisfaction on
consumer spending growth. Journal of Marketing Research, 47(1), pp.28-35.