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The goal was to merge knowledge by using qualitative conclusions to understand quantitative conclusions.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>Segment 1 (62 per cent of the patients) represents the unsatisfied group and a segment 2 (39 per cent of the patients) represents the satisfied cohort. Dissatisfied patients classified almost all items as very bad, bad or satisfactory; satisfied patients classified almost all items as very good or good. This study identifies all items that contribute to low patient\u2010satisfaction.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>The paper's findings are important because administrators and policy makers know that patients constitute two different segments and have different characteristics, which can help administrators and managers to develop new strategies and policies to improve performance.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>This mixed\u2010method research provides valuable information for administrators and managers. The proposed framework can be an excellent way to evaluate patient satisfaction.<\/jats:p><\/jats:sec>","DOI":"10.1108\/ijhcqa-02-2012-0024","type":"journal-article","created":{"date-parts":[[2013,7,25]],"date-time":"2013-07-25T14:20:07Z","timestamp":1374762007000},"page":"522-535","source":"Crossref","is-referenced-by-count":6,"title":["How satisfied are Portuguese citizens with public hospitals' service?"],"prefix":"10.1108","volume":"26","author":[{"given":"Jaime R.S.","family":"Fonseca","sequence":"first","affiliation":[]}],"member":"140","reference":[{"key":"key2022031220140247800_b1","doi-asserted-by":"crossref","unstructured":"Anderson, E.W., Fornell, C. and Rust, R.T. (1997), \u201cCustomer satisfaction, productivity, and profitability: differences between goods and services\u201d, Marketing Science, Vol. 16 No. 2, pp. 129\u2010145.","DOI":"10.1287\/mksc.16.2.129"},{"key":"key2022031220140247800_b2","doi-asserted-by":"crossref","unstructured":"Bhatnagar, A. and Ghose, S. 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