摘要：This study aims to identify which and how different dimensions influence customer satisfaction in a public and a private hospital. We applied a structured questionnaire to 199 patients. Descriptive analysis, a linear method (correlation) and a non-linear method (penalty and reward contrast analysis) are used to investigate the relationship between specific dimensions of customer satisfaction and overall satisfaction. Dimensions were identified that showed up as of attractive, one-dimensional, must-be and indifferent quality. The nursing staff influences the satisfaction of patients in both hospitals. The priorities for improvement in the public hospital is attendance care and nursing; in the private hospital, hostelry service and patients' privacy.
关键词：Customer satisfaction;Hospital services;Non-linear methodology;Penalty and reward contrast analysis;Satisfacción;Hospital;Método no lineal;Contrasta pena y recompensa;Satisfação;Serviços hospitalares;Método não-linear;Contraste da penalidade e recompensa
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