Job satisfaction and consumer satisfaction relationship a research on the effects of physician's job satisfaction on patient satisfaction in public and private health sector services

In service sectors, customers on the one hand and service providers on the other enter into a face to face interaction that lasts throughout the duration of service provision process. This process can be negatively or positively affected by attitudes and behaviours of both customers and service providers. Especially in health services where ?the interaction/interrelationship between customers and service providers is the highest? and where service provision continues throughout from its inception to its consumption, the importance of attitudes by those providing these services are much more emphasized in comparison to other service sectors. This is particularly so for those receiving health-care services who will be much more attentive and able to sense whether the service provider (the physician) is genuinely interested in his/her condition, calm or stressed out, busy, tired, hurried or not, because patients have all the good reasons to be anxious about every aspect of their health condition which may of course become a very personal, important, complicated and indeterminate kind of condition. As the literature on the subject has shown, patients value the professional abilities of physicians, but the professional technical ability of a physician alone does not affect the patient tendency to prefer one physician over another. It has been suggested, thus, that physician?s concern for and attitude towards the patient is very important for patient satisfaction and patient preferences in choosing their physician. This means that physician?s job satisfaction is especially important for patient satisfaction from the health service provided.In accordance with the aims of this thesis on ?Job Satisfaction and Consumer Satisfaction Relationship A Research on the Effects of Physician?s Job Satisfaction on Patient Satisfaction in Public and Private Health Sector Services?, the First Section studies Service Provision, and Health Services through a Modern Management Perspective. The Second Section analyzes the notions of Job and Job Satisfaction, and Factors Effecting Job Satisfaction. The Third Section deals with Job Satisfaction in Medical Profession and Factors Effecting Job Satisfaction of Physicians. The Fourth Section studies the notions of Customer Satisfaction and Patient Satisfaction and identifies those Variables that Can Be or Can Not Be Controlled by Health Service Providers. The Fifth Section, finally, presents the field work on the Effects of Physician?s Job Satisfaction on Patient Satisfaction in Public and Private Health Sector Services.