The main objective of this study was to
examine the relationship between service expectations,
physical environment, communication and information,
participation and involvement, Interpersonal
relationship between physician and patient, medicaltechnical competence and patient satisfaction.
Design/Methodology/Approach: This was a quantitative
study in which the data were collected from 209 patients
visiting primary health centers in Kashmir India.
Findings: Service expectations were found to have a
strong positive relationship with patient satisfaction in
the study. Patient satisfaction demonstrated a substantial
and positive association with the physical environment.
Patient satisfaction was linked to participation and
involvement in a significant and beneficial way. Patient
satisfaction demonstrated a substantial and positive
relationship with medical-technical competence.
Originality: In India, studies of patient satisfaction at the
primary care level are mostly ignored. While a number
of studies have been conducted in India to investigate the
determinants of patient satisfaction in tertiary care and
big hospitals, studies of patient satisfaction at the
primary care level have received less attention.
Patient satisfaction; service expectations; physical environment; communication and information; participation and involvement;physician-patient relationship; medical-technical competence; primary health care; Kashmir India.