Patients Characteristics as Determinants of Patient Satisfaction: Modelling Satisfaction in a Transitional Economy

Abstract

Introduction: This paper examines the factors and approaches the question of patients’ satisfaction in the health care delivery system in North Macedonia. Aim: The study aims to assess how key service quality dimensions relate to an important measure of performance patient satisfaction and to find the elements that are valued by patients and the reasons behind patient satisfaction or dissatisfaction. Materials and method: In this research study, the factor analysis was used to group 12 questions measuring patient satisfaction under certain extent with Promax oblique rotation using the satisfaction responses gauged by importance. We have performed a structural equation model (SEM) to determine the relationships between one or more independent variables (IVs). Results: All component measures were greater than .702 which shows strong internal reliability among components. The reliability levels for the three components were .842 for the hospital environment, .835 for admin and .702 for interaction with health care professionals. Cronbach’s Alpha test of the whole instrument was .903. Conclusions: The explanatory factor analysis (EFA) analysis identified three distinct components or factors of patient satisfaction: (i) hospital environment, (ii) medical administration and (iii) interactions with professionals or staff behaviour. These three factors obtained after exploratory factor analysis have a significant impact on patient satisfaction. This path estimates for our model provide insights into relationships among various constructs.