ESTIMATING PATIENTS’ SATISFACTION IN HEALTHCARE SECTOR USING MULTIPLE REGRESSION ANALYSIS

Abstract

Measuring patient satisfaction is vital for healthcare providers to constantly enhance the quality of service, operational efficiency, and organizational success. The main goal of the study is to examine the key strengths and weaknesses across six stages visited by outpatients: appointment making, admission, waiting time, diagnosis procedures, laboratory work, and pharmacy. A total of 285 participants were involved. Multiple linear regression analysis was applied on the responses to determine the significant factors affecting healthcare service. The analysis revealed that friendly staff and efficient appointment processes significantly improve patient satisfaction during the initial stages; a clean and well-organized waiting area is crucial; doctors who prioritize kindness and empathy build strong patient relationships; lab personnel who demonstrate empathy and maintain a clean environment contribute to positive patient experiences; and pharmacists who are friendly, efficient, and provide clear medication explanations enhance patient satisfaction and trust. Overall, the study emphasizes the importance of human interaction, efficient processes, and a clean and comfortable environment in improving patient satisfaction and healthcare outcomes. The findings of the study can assist decision makers enhance service quality and patient satisfaction.