Rating healthcare services: consumer satisfaction vs. health system performance

Adrian V. Horodnic, Andreea Apetrei, Florin-Alexandru Luca and Claudia-Ioana Ciobanu

The Service Industries Journal, 2018, vol. 38, issue 13-14, 974-994

Abstract: The complex healthcare services and the consumer’s lack of technical knowledge to assess them engender a debate over using consumer satisfaction ratings as a quality-of-care marker. This paper aims firstly to investigate the effect of socio-demographic, socio-economic and spatial characteristics on the perception of quality of healthcare and secondly to evaluate the relationship between consumer satisfaction and health system performance. Reporting a Eurobarometer survey and the scores of the Euro Health Consumer Index, the finding is that some socio-demographic groups are more likely to get unsatisfied with healthcare services than others (e.g. women, those over 24 years old, those who self-define themselves as working class). Moreover, a strong relationship is revealed between consumer satisfaction and health system performance. The higher the performance of a health system, the higher the propensity to have consumers with positive perception of the healthcare services (satisfied consumers). The implications of the findings are then discussed.

Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:38:y:2018:i:13-14:p:974-994

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DOI: 10.1080/02642069.2018.1426752

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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