Page 82 - Azerbaijan State University of Economics

THE JOURNAL OF ECONOMIC SCIENCES: THEORY AND PRACTICE, V.82, # 1, 2025, pp. 70-88

Dependent Variable: Patient Satisfaction
The results of the multiple regression analysis are presented in Table 6. This analysis
evaluates the relationship between Patient Satisfaction (dependent variable) and
several independent variables: Tangibles, Reliability, Responsiveness, Assurance,
and Empathy. The interpretation of the results is as follows:
Tangibles: This variable has a positive effect on patient satisfaction, with B = 0.147
and Beta = 0.158. The t-value is 2.004 and the p-value is 0.047, indicating that the
relationship is statistically significant at the 0.05 level. This suggests that
improvements in the physical environment and tangible aspects of healthcare services
may enhance patient satisfaction.
Reliability: The impact of this variable is minimal and statistically insignificant. With
B = -0.005, Beta = -0.006, t = -0.052, and p = 0.959, the results suggest that reliability
does not have a significant effect on patient satisfaction. This indicates a very weak
or negligible relationship between this dimension and satisfaction in the current
model.
Responsiveness: This variable shows a positive and statistically significant effect on
patient satisfaction, with B = 0.254, Beta = 0.261, t = 2.295, and p = 0.023. These
results imply that timely and attentive responses to patients’ needs and inquiries
significantly contribute to their satisfaction.
Assurance: With B = 0.076, Beta = 0.081, t = 0.635, and p = 0.526, the variable
Assurance does not exert a statistically significant influence on patient satisfaction.
This result suggests that this component does not have a meaningful impact in the
context of this model.
Empathy: Empathy demonstrates the strongest and most significant effect on patient
satisfaction. The coefficients are B = 0.384, Beta = 0.404, t = 3.633, and p < 0.001.
These findings indicate that empathy expressed by healthcare professionals through
compassion, understanding, and personalized attention substantially enhances
patients' overall satisfaction.
The unstandardized coefficients (B) and standard errors indicate how each
independent variable affects the dependent variable (Patient Satisfaction). The
standardized coefficients (Beta) allow for comparison of the relative importance of
each predictor within the model.
The t-values test the statistical significance of each predictor’s effect, while the p-
values indicate whether these effects are significant. In this analysis, Empathy and
Responsiveness are statistically significant predictors of patient satisfaction,
highlighting their critical roles in shaping the patient experience.

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