Modeling the Determinants of Consumer Satisfaction for Healthcare Services
Modeling the Determinants of Consumer Satisfaction for Healthcare Services

Summary/Abstract: The article presents a model that can be used to measure the degree of satisfaction of the consumers of healthcare services. The model presented in this paper in based on the model created by Parasuraman (Parasuraman et al., 1988) with some dimensions adapted for healthcare services in order to measure adequately the degree of satisfaction felt by healthcare services consumers. The public structures that were taken into consideration for conducting the research represent three structures in which healthcare services are being performed. The collected data was analyzed using IBM SPSS and IBM AMOS. The results of the exploratory analysis shows that the model dimensions are appropriate for studying healthcare services consumers‘ satisfaction. The results of the confirmatory analysis show that two of the analyzed indicators namely, RMSEA and AGFI do not fall within the acceptable limits, the rest of the indicators registered values in the upper limits of the indicators values.

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