Doctor of Philosophy (PhD)


Human Resource Education and Workforce Development

Document Type



The purpose of this study was to explore and determine the degree of client satisfaction with utilization of primary healthcare services delivered by a nurse practitioner in the Employee Health Services department of a not for profit hospital in the Southern United States. The Nurse Practitioner Satisfaction Survey (NPSS), a 28-item Likert-type survey instrument was specifically developed for this study and administered to a sample of 300 clients. Overall high levels of patient satisfaction with nurse practitioner delivered health care services were demonstrated. The mean general satisfaction score was determined to be 86.86 / 90, with mean communication and scheduling subscale scores of 28.16 / 30 and 19.32 / 20 respectively. Factor analysis of the dataset resulted in a three-factor model that explained 70.77% of the variance. Eighteen variables with loadings ranging from .916 to .391 loaded on factor one, general satisfaction. Six variables with loadings ranging from .888 to .435 loaded on the second factor, communication satisfaction, and four variables with loadings ranging from .535 to .748 loaded on the third factor, scheduling satisfaction. No statistically significant differences in scores on the general satisfaction subscale were noted between subjects based on gender, race, age, highest educational level completed, type of health care coverage, yearly net income levels, patient type, employment status, or degree of illness or injury. Married or cohabitating subjects, however, reported general satisfaction subscale scores that were statistically higher than those who were single and never married. Multiple regression analysis of the dummy coded variables gender, age, income, and highest educational level as possible predictors of general satisfaction subscale scores revealed that subjects reporting some college attendance demonstrated scores which were –2.243 points lower than those of the other educational levels. Additionally, being a member of the 18-25 year old age group resulted in a decrease in communication subscale scores of –1.194 points, while being a member of the masters level educational group resulted in increases of 1.387 points. Further analysis revealed that scheduling satisfaction scores for subjects in the 18-25 year old age group were -.954 points lower than those reporting ages above 18-25 years.



Document Availability at the Time of Submission

Release the entire work immediately for access worldwide.

Committee Chair

Krisanna Machtmes