Research Report: Customer Satisfaction in Healthcare Services

This report investigates the factors influencing customer satisfaction in healthcare services. It begins by outlining the research problem, which centers on how personal and family provider issues, financial constraints, and emotional experiences impact patient satisfaction and employee turnover. The research objective aims to identify factors that influence customer satisfaction in seeking medical treatment, focusing on the correlation between medical facilities, financial concerns, service quality, and customer satisfaction. A literature review provides an overview of the healthcare service industry, discussing factors such as service quality, patient perspectives, and the impact of government services. The review highlights the importance of service marketing, competition, and the complexity of healthcare services, emphasizing the need for understanding patient expectations and perceptions to ensure customer satisfaction. The report concludes by referencing studies that support the analysis of the elements that influence customer satisfaction in healthcare settings.

Running head: FACTORS INFLUENCING CUSTOMER SATISFACTION IN HEALTH CARE SERVICES
Factors Influencing Customer Satisfaction in Health Care Services
Name of student
Name of University
Author’s Note

1FACTORS INFLUENCING CUSTOMER SATISFACTION IN HEALTH CARE
Table of Contents
Research Problem.....................................................................................................................................................2
Research Objective...................................................................................................................................................2
Literature Review.....................................................................................................................................................3
References................................................................................................................................................................5

2FACTORS INFLUENCING CUSTOMER SATISFACTION IN HEALTH CARE
Research Problem
The problems of personal and family providers influence the quality of services and
behaviour of the patients. There is fact with uncertainty and anxiety that accompany many
problems. Due to financial problems, patients are not able to follow the doctor’s order for
making the treatment effective. There are lot many problems that cause high employee turnover
for the operational managers. The patients stressed with medical problems involve the emotional
experience of the patients. There are little works that examine all possible associations regarding
anxiety and satisfaction.
Research Objective
The studies main aim is to discover the factors influencing the satisfaction of that
customer who is seeking medical treatment. The investigation and examination of the study have
an interpersonal connection with those factors that delivers quality healthcare to customers
(Williams et al., 2015).
The objectives of the research are listed below.
 To observe the correlation between the medical facilities of the hospital and the customer
satisfaction
 To observe the correlation between the business financial concerns and the customer
satisfaction
 To observe the correlation between the quality of service and the customer satisfaction
 To observe the effect of moderating variables on customer satisfaction

3FACTORS INFLUENCING CUSTOMER SATISFACTION IN HEALTH CARE
Literature Review
The literature review gives an overview of the healthcare service industry alongside the
needs and characteristics for improvement of the service. The factors and effect are discussed by
determining the personnel and patient perspectives.
The government delivers the services through police, courts, fire departments, hospitals,
schools, employment service and postal services. The service marketers defined the expectations
that satisfy the clients. The Service industry could be improving for the marketers that can
market the theory and practice for quality service and customer satisfaction (Meesal and Paul,
2018). The service industry today has an intense competition with a belief in maintaining the
competitive advantage to deliver a high quality customer service.
Services not only rely on equipment, but it also involves educational and professional
background which are similar to firms that are based on equipment such as management,
accounting, law, and medical firms. Service is a process of recording, meeting clients, reporting
the data and the activities are communicated. The customer satisfaction gateway delivers quality
services which are based on the concept of productivity (Radojevic, Stanisic and Stanic, 2015).
Services are productive which distinguishes the services of health care from other services for
the reason of complexity.
The characteristic of the service sector is diverse from a range of small businesses to the
organizations that are large such as banks, insurance, transport, hospital, universities, hotels and
telecommunication are the businesses that are owned locally. There are many service quality that
describes the overall perception of the individual. The expectations and perceptions of the
customer are measured by exceeding the expectations of the customer. The reciprocal

4FACTORS INFLUENCING CUSTOMER SATISFACTION IN HEALTH CARE
relationship between the quality of service and customer satisfaction makes it difficult for the
customers to measure the healthcare technical quality which makes difficult for the patient to
understand and relate them (Chumbler et al. 2016). Patients can measure, understand and share
personal hygiene of laboratory technicians. Through customer, it is better for the individual to
understand the functional quality.

5FACTORS INFLUENCING CUSTOMER SATISFACTION IN HEALTH CARE
References
Chumbler, N.R., Otani, K., Desai, S.P., Herrmann, P.A. and Kurz, R.S., 2016. Hospitalized
Older Adults’ Patient Satisfaction: Inpatient Care Experiences. Sage Open, 6(2),
p.2158244016645639.
Meesala, A. and Paul, J., 2018. Service quality, consumer satisfaction and loyalty in hospitals:
Thinking for the future. Journal of Retailing and Consumer Services, 40, pp.261-269.
Radojevic, T., Stanisic, N. and Stanic, N., 2015. Ensuring positive feedback: Factors that
influence customer satisfaction in the contemporary hospitality industry. Tourism
Management, 51, pp.13-21.
Williams, P., Ashill, N.J., Naumann, E. and Jackson, E., 2015. Relationship quality and
satisfaction: Customer-perceived success factors for on-time projects. International Journal of
Project Management, 33(8), pp.1836-1850.