Linking quality improvement with patient satisfaction: a study of a health service centre

@inproceedings{Tam2007LinkingQI,
  title={Linking quality improvement with patient satisfaction: a study of a health service centre},
  author={Jackie L.M. Tam},
  year={2007}
}
Purpose – The purpose of this paper is to investigate empirically the impact of improvement in service‐delivery quality on customer satisfaction and repeat patronage, in the context of health services.Design/methodology/approach – A longitudinal study of patients at a health care centre in Hong Kong assessed the effect of quality improvements made in response to the findings of its first phase, with respect to patient satisfaction and intention to revisit. Data were collected by questionnaire… CONTINUE READING

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