Résumé :
|
The acceptability of satisfaction as a quality indicator is qualified by several well known measurement problems. This study examines the variability in satisfaction evaluations related to different measurement methods and the effect of response biases on reported satisfaction. Satisfaction evaluations using seven different, commmonly used measures of patient satisfaction were obtained from the same sample of respondents. The seven measures were : (1) a global measure of satisfaction using a visual analogue scale ; (2) a multidimensional measure of satisfaction based on the patient satisfaction questionnaire using an evaluation response format (poor, fair, good, very good, excellent) ; (3) a two - item overall evaluation of quality using the evaluation response format ; (4) a six - item attitude measure of general satisfaction using a five - point likert agree - disagree response format ; (5) a four item attitude measure of satisfaction with physician, using the agree disagree response format ; (6) a four - item measure of behavioral intention ; and (7) willingness - to pay in dollars. The percentage of favorable evaluations of care ranged from 63% to 82% across six of the seven measures. Willingness - to - pay does not appear to be a valid measure of satisfaction. Correlations were highest between measures with similar response formats. Althought an oppositional response bias was not found, a very substantial acquiescent response bias was detected... (Résumé d'auteur).
|