Differences in Satisfaction with Health Care Services as a Function of Recipient

Self or Others

by Mary K. Snyder, John E. Ware


Download Free Electronic Document

FormatFile SizeNotes
PDF file 0.7 MB

Use Adobe Acrobat Reader version 10 or higher for the best experience.


Purchase Print Copy

 FormatList Price Price
Add to Cart Paperback20 pages $20.00 $16.00 20% Web Discount

Summarizes two studies designed to determine whether or not conclusions about consumer satisfaction are different when questionnaires are designed to measure attitudes toward characteristics of one's own health care services as opposed to attitudes toward care received by people in general. Pairs of questionnaire items measuring attitude toward ten health services characteristics were constructed so as to vary only with regard to item referent, i.e., care received by the respondent versus care received by people in general. Consistent differences (more favorable ratings for items having individual referent) were observed across concepts (services characteristics) and samples as a function of difference in item referent. No differences in factor content, stability, or validity were observed as a function of difference in item referent. A number of plausible explanations for these results are discussed and some implications for the design and interpretation of health care surveys are noted.

This report is part of the RAND Corporation Paper series. The paper was a product of the RAND Corporation from 1948 to 2003 that captured speeches, memorials, and derivative research, usually prepared on authors' own time and meant to be the scholarly or scientific contribution of individual authors to their professional fields. Papers were less formal than reports and did not require rigorous peer review.

The RAND Corporation is a nonprofit institution that helps improve policy and decisionmaking through research and analysis. RAND's publications do not necessarily reflect the opinions of its research clients and sponsors.