Dimensions of service quality and satisfaction in healthcare: a patient's satisfaction index

Mário Lino Raposo, Helena Maria Alves, Paulo Alexandre Duarte

Research output: Contribution to journalArticlepeer-review

84 Citations (Scopus)


The assessment of patients' satisfaction levels, and the knowledge of what factors influence satisfaction are very important for healthcare managers as it influences healthcare results and healthcare institutions financial results. The objective of this research is to analyse patients' satisfaction levels in a set of four Portuguese primary Healthcare Centres, through the estimation of a satisfaction index, which simultaneously explains which dimensions of healthcare quality influence that satisfaction the most. For that, a conceptual model of patients' satisfaction in primary healthcare was tested using data from a sample of 414 patients. Partial Least Squares path modelling (PLS) was the technique chosen to evaluate the proposed model. The results show that patients' satisfaction is 60.887 in a scale from 1 to 100, revealing only a medium level of satisfaction. It is also possible to conclude that the most important positive effects on satisfaction are the ones linked to the patient/doctor relationship, the quality of facilities and the interaction with administrative staff, by this order.

Original languageEnglish
Pages (from-to)85-100
Number of pages16
JournalService Business
Issue number1
Publication statusPublished - Mar 2009
Externally publishedYes


  • Health care quality
  • Primary healthcare
  • Satisfaction
  • Satisfaction index


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