Purpose: The purpose of this paper is to empirically test emergency department patients' service quality perceptions by measuring their satisfaction.
Design/methodology/approach: Mixed method research involved collecting, analysing and interpreting qualitative and quantitative data in a single study, thereby providing a bridge between qualitative and quantitative paradigms. The goal was to merge knowledge by using qualitative conclusions to understand quantitative conclusions.
Findings: 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-satisfaction.
Practical implications: 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.
Originality/value: This mixed-method research provides valuable information for administrators and managers. The proposed framework can be an excellent way to evaluate patient satisfaction.