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| Author | Antoinette Calleja |
| Abstract | This study aims at highlighting the importance of consumer satisfaction and what the referent, about which they are meant to be satisfied, is. Satisfaction was measured at the National Health Service Out Patient Department (NHS OPD) and at the Private Health Care Clinics (PHCC) and the findings of the two sites compared. The study identified two different sets of attributes that led to Satisfaction and Dissatisfaction. Such findings were found to have a similar effect to Herzberg's two-factor theory on Motivation. The study concludes by discussing that although it has been commonly argued that the provision of state welfare services are often looked upon as causing an endemic Dissatisfaction, the study has shown that Dissatisfaction and Satisfaction have their own forces, hence health care managers and Politicians can do much to achieve high levels of satisfaction at the NHS OPD and further the delivery of the health care services. |
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| Key words | Health Services Management, Thesis, Customer Satisfaction, Outpatients, Private Clinic |