Emotional predictors of consumer's satisfaction with healthcare public services

摘要

Purpose - The aim of this paper is to test empirically a framework that contributes to thernunderstanding of patients' satisfaction by estimating the relationships between the satisfaction ofrnparticular types of customers with their emotions and perceived justice.rnDesign/methodology/approach - The study was developed in two segments. First, an exploratoryrnanalysis was conducted to find a factor structure and to test the psychometric properties of satisfactionrnand perceived justice scales. After that the hypothesized model was tested through an empirical study,rnwith a sample of 520 patients from six Portuguese public healthcare services, using structural equationrnmodelling.rnFindings - The results show that the scales are psychometrically sound and confirm thatrnsatisfaction results from a complex cognitive and affective mechanism, thus highlighting therninteractive characteristics of the services.rnResearch limitations/implications - Further research is needed to confirm these findings and tornfind if there is any possible conditioning factors that would interfere with these variables and changerntheir effects on satisfaction.rnPractical implications - Patients' satisfaction is an important issue for improving the providedrnhealthcare services.rnOriginality/value - The paper offers empirical evidence about the complementary effect ofrnemotions and perceived justice on the satisfaction with healthcare services. Findings also provide arnmodel of analysis with valid and reliable measures.