Patient Satisfaction/Dissatisfaction and Post-Exchange Actions in the High-Blood Pressure Prescription Drug Market: A Preliminary Report

Abstract

While a substantial amount of research effort has been directed at understanding consumer satisfaction in the areas of durable and nondurable products, satisfaction with health-care services clearly needs to be better understood. This paper presents an exploratory analysis of patient satisfaction/ dissatisfaction and post-exchange actions in the high-blood pressure prescription drug market. Results suggest that loyalty and trust are important mediators of satisfaction with providers. However, evaluation of the manufacturer and the drug seem to be at a utilitarian level. Overall satisfaction with providers and the drug appear to be high and affective responses frequently accompanied satisfaction judgments. Finally, several approaches to dissatisfaction were mentioned including public policy approaches, complaint behavior, and switching.