Statistical Analysis: Inconsistencies between customer satisfaction and profitability in health care organizations

Many hospitals have been frustrated that high customer satisfaction scores do not necessarily lead to higher levels of profitability. Prepare a report that address the following elements: Explain inconsistencies between customer satisfaction scores and profitability and why it exists in health care organizations. Apply the statistical procedures discussed in class to support (or refute) the inconsistency. Assess price vs. quality of services as well as the impact of insurance or managed care contracts on a hospital’s market share, regardless of patient satisfaction levels. Explain how you could use high patient satisfaction results to your advantage when negotiating a new managed care contract for the

hospital. Discuss ethical issues involved.
Discuss how qualitative and quantitative data can be used to help this hospital improve market share.