Personal factors and personality characteristics as predictors of customer satisfaction with health care services

Abstract

The study set to investigate personal factors and personality characteristics as Predictors of customers satisfaction with health care services. The study utilized Ex-Post Facto design. A total number of 100 participants took part in the study which were made up of 57 (57%) males and 48 (48%) females, with a mean age of 24.47 (SD = 7.43). Structured questionnaires were employed for data collection. Two hypotheses were stated and tested with multiple regression analysis. The results showed that customer personality characteristics were not significantly independently and co-jointly related to customer satisfaction, R² = .05, F(5, 94) = 1.05, P.ns. The results also showed that customer personal factors did not significantly independently and co-jointly predict customer satisfaction with health care services, R² = 03, F(4,95) = .72. P.ns. The results were discussed in relation to the existing theories and relevant studies. It was then recommended that some other factors such as affiliative behaviour, perceived competence of physicians, social support, etc might be found more relevant in customer satisfaction with health care services.

African Journal for the Psychological Study of Social Issues Vol. 8(2) 2005: 243-263