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Factors Influencing Consumer Satisfaction With Health Care

Deshpande, Satish P. PhD; Deshpande, Samir S.

doi: 10.1097/HCM.0000000000000024

The purpose of this study was to examine factors that impact consumer satisfaction with health care. This is a secondary analysis of the Center for Studying Health System Change’s 2010 Health Tracking Household Survey. Regression analysis was used to examine the impact of treatment issues, financial issues, family-related issues, sources of health care information, location, and demographics-related factors on satisfaction with health care. The study involved 12 280 subjects, 56% of whom were very satisfied with their health care, whereas 66% were very satisfied with their primary care physician. Fourteen percent of the subjects had no health insurance; 34% of the subjects got their health care information from the Web. Satisfaction with primary care physician, general health status, promptness of visit to doctor, insurance type, medical cost per family, annual income, persons in family, health care information from friends, and age significantly impacted satisfaction with health care. The regression models accounted for 23% of the variance in health care satisfaction. Satisfaction with primary care physicians, health insurance, and general health status are the 3 most significant indicators of an individual’s satisfaction with health care.

Author Affiliations: Department of Management, Western Michigan University (Dr S. P. Deshpande), and Department of Chemistry, Kalamazoo College (Mr S. S. Deshpande), Kalamazoo, Michigan.

The authors have no funding or conflict of interest.

Correspondence: Satish P. Deshpande, PhD, Department of Management, Haworth College of Business, Western Michigan University, Kalamazoo, MI 49008-5797 (

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