THEORETICAL AND METHODOLOGICAL ISSUES IN SOCIOLOGICAL STUDIES OF CONSUMER SATISFACTION WITH MEDICAL-CARE

Studies of consumer satisfaction with medical and social services are becoming an important component of evaluation research. Consumer opinion is also coming to find a place in the formulation of health care and social policy. However, the many problems involved in the measurement and use of consumer opinion have, as yet, received little attention. Some of these problems are addressed in this paper. Suggestions are made on questionnaire techniques and methods of scoring satisfaction which should improve the sensitivity and comprehensiveness of measures. A method of measuring satisfaction with care environments is also suggested based on the concept of generic services. The theoretical issues involved in studies of consumer satisfaction are explored. The basis on which consumer's opinions are formulated requires detailed investigation so that expressions of satisfaction and dissatisfaction can be interpreted in the context of perceived needs for and expectations of care. Some problems in the use of consumer opinion are examined and areas for further research identified. © 1978.