Work

Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis

Year: 2021

Type: article

Abstract: To assess customer satisfaction determinants in a public pediatric inpatient service and propose some strategies to enhance the consumer and customer experience. We applied a Multiple Criteria Customer Satisfaction Analysis to estimate the value functions associated with each satisfaction (sub)criterion and determine the corresponding weights. We characterized satisfaction criteria (according to the Kano's model), estimated the customers' demanding nature and the potential improvements, and proposed strategic priorities and opportunities to enhance customer satisfaction. Strategies for satisfaction enhancement do not depend solely on the criteria with the lowest satisfaction levels and the estimated weights, each criterion's nature, the customers' demanding nature, and the technical margin for improvements. Areas deserving attention include clinical staff's communication skills, the non-clinical professionals' efficiency, availability, and kindness; food quality; visits' scheduling and quantity; and facilities' comfort.

Source: Socio-Economic Planning Sciences

DOI: 10.1016/j.seps.2021.101036

Authors: Diogo Cunha Ferreira, Rui Cunha Marques, Alexandre Morais Nunes, José Rui Figueira

Institutions: University of Lisbon, Instituto Superior Técnico, Centro de Administração e Políticas Públicas

Language: English

Topic: Patient Satisfaction in Healthcare

Subfield: General Health Professions

Field: Health Professions

Domain: Health Sciences

SDG: Good health and well-being

Open Access status: hybrid

Estimated APC paid: $2,690