Questionnaire Design for Resolution of Healthcare Provider-Patient Conflict

Abstract

Conflicts between healthcare providers and patients often occur due to their differences in cognitive differences regarding healthcare service quality. Despite its importance, existing literature lacks rigorous testing methods for cognitive differences between healthcare providers and patients. In this paper, we propose a questionnaire design to confirm the existence of cognitive differences. We select five dimensions from the SERVQUAL model and three dimensions based on the characteristics of the healthcare service industry to compose the questionnaire. We also provide a guideline to further analyze the causes of cognitive differences based on a regression model.