Client Satisfaction of Home Healthcare Services of a Private Healthcare Company in the United States of America

Abstract

This study assessed patient satisfaction with home healthcare services provided by a private company in the southwestern United States during Q3 2025, utilizing the 7Ps marketing mix framework. Employing a quantitative, descriptive-comparative design, researchers analyzed data from 297 predominantly female, elderly, and college-educated respondents. Results indicated high overall satisfaction (M=3.60), with the "product" dimension receiving the highest rating (M=3.75) and "physical evidence" the lowest (M=3.51). Non-parametric analyses revealed no significant differences in satisfaction across most demographic variables, including sex and civil status. However, significant differences emerged in promotion regarding age, physical evidence regarding service frequency, and overall satisfaction regarding educational attainment. These findings suggest that the company’s standardized protocols effectively mitigate demographic bias and align with patient values, supporting Locke’s Value-Percept Disparity Theory. The study concludes by proposing a marketing plan to refine communication and tangible touchpoints.