Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis
Autor(a) principal: | |
---|---|
Data de Publicação: | 2021 |
Outros Autores: | , , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10400.5/28541 |
Resumo: | Objective: To assess customer satisfaction determinants in a public pediatric inpatient service and propose some strategies to enhance the consumer and customer experience. Methods: 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. Main findings: 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. Conclusions: 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. |
id |
RCAP_3c71fd37ad44999a28c28e7b63ec5220 |
---|---|
oai_identifier_str |
oai:www.repository.utl.pt:10400.5/28541 |
network_acronym_str |
RCAP |
network_name_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository_id_str |
7160 |
spelling |
Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysisCustomer satisfaction; Multiple criteria customer satisfaction analysis; Pediatric inpatient services; Satisfaction criteria weights; Strategies and opportunitiesObjective: To assess customer satisfaction determinants in a public pediatric inpatient service and propose some strategies to enhance the consumer and customer experience. Methods: 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. Main findings: 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. Conclusions: 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.Repositório da Universidade de LisboaFerreira, DiogoMarques, Rui CunhaNunes, Alexandre MoraisFigueira, José Rui2023-09-11T16:12:00Z2021-122021-12-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10400.5/28541engDiogo Cunha Ferreira, Rui Cunha Marques, Alexandre Morais Nunes, José Rui Figueira, Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis, Socio-Economic Planning Sciences, Volume 78, 2021, 101036, ISSN 0038-0121, https://doi.org/10.1016/j.seps.2021.101036. (https://www.sciencedirect.com/science/article/pii/S0038012121000288)10.1016/j.seps.2021.101036info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-09-17T01:31:23Zoai:www.repository.utl.pt:10400.5/28541Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T20:29:26.252414Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis |
title |
Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis |
spellingShingle |
Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis Ferreira, Diogo Customer satisfaction; Multiple criteria customer satisfaction analysis; Pediatric inpatient services; Satisfaction criteria weights; Strategies and opportunities |
title_short |
Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis |
title_full |
Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis |
title_fullStr |
Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis |
title_full_unstemmed |
Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis |
title_sort |
Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis |
author |
Ferreira, Diogo |
author_facet |
Ferreira, Diogo Marques, Rui Cunha Nunes, Alexandre Morais Figueira, José Rui |
author_role |
author |
author2 |
Marques, Rui Cunha Nunes, Alexandre Morais Figueira, José Rui |
author2_role |
author author author |
dc.contributor.none.fl_str_mv |
Repositório da Universidade de Lisboa |
dc.contributor.author.fl_str_mv |
Ferreira, Diogo Marques, Rui Cunha Nunes, Alexandre Morais Figueira, José Rui |
dc.subject.por.fl_str_mv |
Customer satisfaction; Multiple criteria customer satisfaction analysis; Pediatric inpatient services; Satisfaction criteria weights; Strategies and opportunities |
topic |
Customer satisfaction; Multiple criteria customer satisfaction analysis; Pediatric inpatient services; Satisfaction criteria weights; Strategies and opportunities |
description |
Objective: To assess customer satisfaction determinants in a public pediatric inpatient service and propose some strategies to enhance the consumer and customer experience. Methods: 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. Main findings: 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. Conclusions: 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. |
publishDate |
2021 |
dc.date.none.fl_str_mv |
2021-12 2021-12-01T00:00:00Z 2023-09-11T16:12:00Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10400.5/28541 |
url |
http://hdl.handle.net/10400.5/28541 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
Diogo Cunha Ferreira, Rui Cunha Marques, Alexandre Morais Nunes, José Rui Figueira, Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis, Socio-Economic Planning Sciences, Volume 78, 2021, 101036, ISSN 0038-0121, https://doi.org/10.1016/j.seps.2021.101036. (https://www.sciencedirect.com/science/article/pii/S0038012121000288) 10.1016/j.seps.2021.101036 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
|
_version_ |
1799133561896304640 |