Faculty Publications


Patient/enrollee satisfaction with healthcare and health plan

SelectedWorks Author Profiles:

Karin Braunsberger

Document Type


Publication Date


Date Issued

January 2002

Date Available

May 2013




The findings of the present study show that healthier patients, older patients, males, those with a lower level of education, those who perceive system performance to be high and those with lower levels of system usage are more satisfied with both their healthcare and health plan than their opposite counterparts. Regarding the incremental effects of these variables, the most striking finding is the strong, pivotal role of physicians in influencing patient satisfaction with healthcare. In regard to satisfaction with health plan, the extent of the problems that members have had with their health plan has by far the largest statistical influence on their satisfaction with that plan. The effects of other independent variables including the three demographic variables, self-stated health status, number of visits to doctor's office or clinic, and issues related to access, though significant, show relatively small statistical influences on overall satisfaction the healthcare and health plan.


Abstract only. Full-text article is available through licensed access provided by the publisher. Published in Journal of Consumer Marketing, 19(7), 575-590. doi: 10.1108/07363760210451401 Members of the USF System may access the full-text of the article through the authenticated link provided.




Emerald Group Publishing Ltd.

Creative Commons License

Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License
This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License.