Chapter 6 – Expanded Data Analysis & Interpretation
6.1 Dataset Overview
Patient satisfaction dataset: N = 220 (simulated).
Variables collected: Age, Gender, Department, Doctor rating, Nursing rating, Billing rating,
Cleanliness rating, Waiting rating, Overall satisfaction.
Staff satisfaction dataset: N = 150 (simulated).
Variables collected: Role, Tenure, Workload, Motivation, Leadership, Salary Satisfaction,
Overall satisfaction.
6.2 Descriptive Statistics – Patients
Summary statistics for patient rating variables (1-5 scale):
6.3 Distribution of Ratings
Gender distribution:
Department distribution:
Distribution of Doctor ratings:
Distribution of Nursing ratings:
Distribution of Billing ratings:
Distribution of Cleanliness ratings:
Distribution of Waiting ratings:
Distribution of Overall ratings:
6.4 Correlation Analysis
Correlation matrix between rating variables:
Interpretation: Higher correlation between Doctor and Overall suggests doctor behavior
strongly influences overall satisfaction. Cleanliness also shows moderate positive
correlation with Overall. Waiting shows lower/negative relationship.
6.5 Regression Analysis (OLS) – Predicting Overall Satisfaction
Model: Overall ~ Doctor + Nursing + Billing + Cleanliness + Waiting
Regression summary (key coefficients & significance):
OLS Regression Results
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Dep. Variable: Overall R-squared: 0.309
Model: OLS Adj. R-squared: 0.293
Method: Least Squares F-statistic: 19.13
Date: Thu, 18 Sep 2025 Prob (F-statistic): 1.02e-15
Time: 09:50:58 Log-Likelihood: -174.84
No. Observations: 220 AIC: 361.7
Df Residuals: 214 BIC: 382.1
Df Model: 5
Covariance Type: nonrobust
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coef std err t P>|t| [0.025 0.975]
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const 0.4215 0.376 1.121 0.263 -0.319 1.162
Doctor 0.3170 0.048 6.559 0.000 0.222 0.412
Nursing 0.2389 0.043 5.576 0.000 0.154 0.323
Billing 0.0888 0.038 2.347 0.020 0.014 0.163
Cleanliness 0.1371 0.055 2.498 0.013 0.029 0.245
Waiting 0.1188 0.035 3.369 0.001 0.049 0.188
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Omnibus: 3.544 Durbin-Watson: 1.945
Prob(Omnibus): 0.170 Jarque-Bera (JB): 3.708
Skew: -0.138 Prob(JB): 0.157
Kurtosis: 3.573 Cond. No. 86.8
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Notes:
[1] Standard Errors assume that the covariance matrix of the errors is correctly specified.
6.6 Chi-square Test: Waiting Time vs Overall Satisfaction
Contingency table (Waiting categories x Overall categories):
Chi-square statistic = 8.352, p-value = 0.0795, degrees of freedom = 4.
Interpretation: No statistically significant association found (p >= 0.05).
6.7 t-test: Gender Differences in Overall Satisfaction
t-statistic = -0.443, p-value = 0.6581.
Interpretation: No statistically significant difference between male and female patients'
overall satisfaction (p >= 0.05).
6.8 Staff Satisfaction – Descriptive & Distribution
Summary statistics for staff variables:
Staff role distribution and rating distributions:
Distribution of staff Workload:
Distribution of staff Motivation:
Distribution of staff Leadership:
Distribution of staff SalarySatisfaction:
Distribution of staff Overall:
6.9 Key Insights from Data Analysis
- Doctor behavior and cleanliness are strong positive drivers of overall patient satisfaction.
- Billing process and waiting time are weaker and in some cases negatively associated with
satisfaction; they are actionable areas for improvement.
- Staff motivation and leadership quality are important for higher staff overall satisfaction;
salary has moderate effect.
- Cross-sectional tests indicate waiting time categories are associated with overall
satisfaction (chi-square), while gender differences in overall are (interpretation depends on
p-value shown above).
6.10 Annex: Data Snapshots
A sample of the first 10 rows of the patient dataset:
Age Gender Department Doctor Nursing Billing Cleanliness Waiting Overall
56 Female General Medicine 4 4 4 5 5 5
69 Female Surgery 5 4 5 4 5 4
46 Male General Medicine 5 3 3 4 3 4
32 Male General Medicine 4 4 2 3 1 3
60 Male Surgery 5 3 3 4 4 4
25 Male Maternity 4 5 3 4 1 3
78 Male General Medicine 4 3 3 4 5 4
38 Female General Medicine 5 3 4 3 4 4
56 Male Emergency 4 4 5 5 5 5
75 Male Emergency 4 4 4 3 3 4
A sample of the first 8 rows of the staff dataset:
Role Tenure Workload Motivation Leadership SalarySatisfaction Overall
Doctor 3-5 years 3 5 3 1 4
Doctor 1-3 years 3 4 3 4 3
Admin 1-3 years 2 2 3 5 2
Admin 1-3 years 3 4 4 4 4
Doctor 3-5 years 3 3 4 2 3
Lab 3-5 years 3 3 3 4 3
Lab <1 year 3 4 4 4 4
Nurse 5+ years 4 4 3 4 4
