... on patient satisfaction H1b: Quality of process has a positive effect on patient satisfaction H1c: Quality of infrastructure has a positive effect on patient satisfaction H1d: Quality of interaction ... to satisfy the patients, but satisfaction is a utility, vary for every individual Patient satisfaction, 5Q model of the service quality, trust and reputation are all variables with the characteristics ... them (Saunders et al., 2009, p 587) To analyze data there are different methods for every research study, i.e quantitative and qualitative data analysis procedures A qualitative data analysis procedure...