Assessment of patient satisfaction: Development and refinement of a Service Evaluation Questionnaire

Nguyen, Tuan D.; Attkisson, C.Clifford; Stegner, Bruce L.

doi:10.1016/0149-7189(83)90010-1

Cited by 736Patient Satisfaction in HealthcareCustomer Service Quality and LoyaltyHealthcare Quality and Management

Assessment of patient satisfaction: Development and refinement of a Service Evaluation Questionnaire

Nguyen, Tuan D., Attkisson, C.Clifford, Stegner, Bruce L.·1983·Evaluation and Program Planning

DOI 10.1016/0149-7189(83)90010-1

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Abstract

A series of seven studies was conducted by the authors and their colleagues to produce an efficient measure of service satisfaction that can easily be related to symptom level, demographic characteristics, and type and extent of service utilization. The resulting measure, the Service Evaluation Questionnaire (SEQ) is a brief, global index that has excellent internal consistency and solid psychometric properties. Data from an extensive SEQ field study can be used as a comparison base for future applications of the two SEQ component scales, the CSQ-8 and the SCL-10. A new hypothesis has emerged from this series of studies that will guide future research: Service recipients may find if difficult to formally express dissatisfaction in the face of significant caring--however ineffectual--when the technical capacity to offer definitive treatment is not yet fully developed and when criteria for evaluating the efficacy of treatment are not yet crystal clear.

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Authors: Nguyen, T. D., Attkisson, C. C., & Stegner, B. L.
Affiliations: University of California, San Francisco (US)
Corresponding author: Attkisson, C.Clifford
ORCID: Nguyen, Tuan D.
Venue: Evaluation and Program Planning
Publisher: Elsevier BV
Published: 1983-01
Volume: 6
Issue: 3-4
Pages: 299-313
ISSN: 0149-7189 (ISSN-L)
DOI: 10.1016/0149-7189(83)90010-1
OpenAlex: W1987764639
Cited by: 736
References: 25
Citations by year: 2026: 24 · 2025: 20 · 2024: 25 · 2023: 21 · 2022: 29 · 2021: 31 · 2020: 34 · 2019: 33 · 2018: 29 · 2017: 41 · 2016: 27 · 2015: 34 · 2014: 37 · 2013: 26 · 2012: 28
FWCI: 24.45
Type: journal article
Language: en
Open access: closed
Licence: www.elsevier.com/tdm/userlicense/1.0/ (tdm)
Locations: Evaluation and Program Planning (publishedVersion)
PubMed (publishedVersion)
RePEc: Research Papers in Economics (submittedVersion)
Funders: National Institutes of Health (2s07rr005755-18)
Topics: Health Sciences › Health Professions › General Health Professions › Patient Satisfaction in Healthcare
Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
Health Sciences › Health Professions › Health Information Management › Healthcare Quality and Management
Keywords: patient satisfaction, psychometric properties, internal consistency, symptom levels, service utilization, treatment efficacy, patient dissatisfaction, psychosocial services
MeSH terms: Analysis of Variance, Consumer Behavior, Health Services Research, Surveys and Questionnaires, United States

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Assessment of patient satisfaction: Development and refinement of a Service Evaluation Questionnaire

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