An ordered logit analysis of inpatient and outpatient satisfaction in a Turkish state hospital

Ali Kemal Çelik, Erkan Oktay, Ahmet İlker Akbaba
1.267 555


This study is an attempt to identify and better understand the key drivers of inpatient and outpatient satisfaction through an empirical analysis. A cross-sectional survey was administered among five hundred and eleven adult patients who had received care at various units of a Turkish state hospital. An ordered logit approach was used to analyze the underlying data due to the natural ordering responses of patients’ satisfaction levels. The estimation results revealed that revisit intention, general cleanliness of the hospital, trust to physician and other caregivers’ courtesy had significant impact on patient satisfaction. Moreover, level of education, gender, current residence and type of patient were other influential drivers of patient satisfaction. This paper aims to contribute to the existing literature by modelling the inpatient and outpatient satisfaction predictors in a relatively least-developed region of Turkey, where little work was done. The results of this study may propose a road map for both the current region and the relevant least developed territories as a means of providing improved health care services.  


Inpatient; Outpatient; Satisfaction; Hospital; Ordered Logit Analysis; Erzurum; Turkey

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