IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v15y2023i19p14534-d1254605.html
   My bibliography  Save this article

Assessing Customer Satisfaction to Support Future Improvement Strategies of Healthcare Systems: Evidences from Russia and Romania

Author

Listed:
  • Vladimir Bulatnikov

    (Faculty of Economic Sciences and Business Administration, Transilvania University of Brasov, 50036 Brasov, Romania)

  • Cristinel Petrișor Constantin

    (Faculty of Economic Sciences and Business Administration, Transilvania University of Brasov, 50036 Brasov, Romania)

Abstract

The analyses of current healthcare systems in Russia and Romania made by different scholars in the specialty literature highlight a below-medium health quality index worldwide, which is especially low when compared to leading EU countries. The prevailing need to address health features with quantitative customer research has prompted this paper to focus on the challenges of the healthcare systems in two countries from the customer’s perspective. The main goal of the research is to capture the main problems of the analyzed healthcare systems which require certain improvements, changes, and innovations, and to find proper strategies for their future development from a marketing approach. The attitudes of 410 people from Russia and Romania have been collected using an electronic survey, based on a questionnaire that contained some items concerning the marketing mix in the public and private clinics from the two analyzed countries. These items have been evaluated by respondents from both the importance and satisfaction perspectives, and the Importance–Satisfaction (IS) matrix was used to discover marketing strategies that are the best fit for each component of the marketing mix in the healthcare clinics. The outcomes of this study highlight the need to focus efforts mainly on improving the quality of the services in both countries, with some peculiarities for the public and private sectors. It was also revealed that both countries need massive improvements in their public clinic sectors.

Suggested Citation

  • Vladimir Bulatnikov & Cristinel Petrișor Constantin, 2023. "Assessing Customer Satisfaction to Support Future Improvement Strategies of Healthcare Systems: Evidences from Russia and Romania," Sustainability, MDPI, vol. 15(19), pages 1-17, October.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:19:p:14534-:d:1254605
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/15/19/14534/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/15/19/14534/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Adela Laura Popa & Naiana Nicoleta Ţarcă & Dinu Vlad Sasu & Simona Aurelia Bodog & Remus Dorel Roşca & Teodora Mihaela Tarcza, 2022. "Exploring Marketing Insights for Healthcare: Trends and Perspectives Based on Literature Investigation," Sustainability, MDPI, vol. 14(17), pages 1-21, August.
    2. Dawn Iacobucci & Deidre Popovich, 2022. "Studying Healthcare from a Marketing Perspective," Foundations and Trends(R) in Marketing, now publishers, vol. 15(2), pages 86-152, January.
    3. Linghan Shan & Ye Li & Ding Ding & Qunhong Wu & Chaojie Liu & Mingli Jiao & Yanhua Hao & Yuzhen Han & Lijun Gao & Jiejing Hao & Lan Wang & Weilan Xu & Jiaojiao Ren, 2016. "Patient Satisfaction with Hospital Inpatient Care: Effects of Trust, Medical Insurance and Perceived Quality of Care," PLOS ONE, Public Library of Science, vol. 11(10), pages 1-18, October.
    4. Léa Weimann & Edda Weimann, 2022. "On the Road to Net Zero Health Care Systems: Governance for Sustainable Health Care in the United Kingdom and Germany," IJERPH, MDPI, vol. 19(19), pages 1-27, September.
    5. Sitzia, John & Wood, Neil, 1997. "Patient satisfaction: A review of issues and concepts," Social Science & Medicine, Elsevier, vol. 45(12), pages 1829-1843, December.
    6. Olaleke Oluseye Ogunnaike & Solomon Agada Agada & Ogheneochuko Salome Ighomereho & Taiye Tairat Borishade, 2022. "Social and Cultural Experiences with Loyalty towards Hotel Services: The Mediating Role of Customer Satisfaction," Sustainability, MDPI, vol. 14(14), pages 1-17, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Alibrandi, Angela & Gitto, Lara & Limosani, Michele & Mustica, Paolo Fabrizio, 2023. "Patient satisfaction and quality of hospital care," Evaluation and Program Planning, Elsevier, vol. 97(C).
    2. Alibrandi, Angela & Gitto, Lara & Limosani, Michele & Mustica, Paolo, 2020. "Improving health performances: To what extent patient satisfaction may influence quality?," MPRA Paper 105393, University Library of Munich, Germany.
    3. Jinlin Liu & Ying Mao, 2019. "Patient Satisfaction with Rural Medical Services: A Cross-Sectional Survey in 11 Western Provinces in China," IJERPH, MDPI, vol. 16(20), pages 1-15, October.
    4. Broome, Kieran & Worrall, Linda & Fleming, Jennifer & Boldy, Duncan, 2012. "Evaluation of flexible route bus transport for older people," Transport Policy, Elsevier, vol. 21(C), pages 85-91.
    5. Hyojung Tak & Gregory Ruhnke & Ya-Chen Shih, 2015. "The Association between Patient-Centered Attributes of Care and Patient Satisfaction," The Patient: Patient-Centered Outcomes Research, Springer;International Academy of Health Preference Research, vol. 8(2), pages 187-197, April.
    6. Hekkert, Karin Dorieke & Cihangir, Sezgin & Kleefstra, Sophia Martine & van den Berg, Bernard & Kool, Rudolf Bertijn, 2009. "Patient satisfaction revisited: A multilevel approach," Social Science & Medicine, Elsevier, vol. 69(1), pages 68-75, July.
    7. Lannes, Laurence, 2015. "Improving health worker performance: The patient-perspective from a PBF program in Rwanda," Social Science & Medicine, Elsevier, vol. 138(C), pages 1-11.
    8. Halim, Paisal, 2017. "Patient Satisfaction Level at Local General Hospital in Mamuju Regency, Indonesia," OSF Preprints 8xhqp, Center for Open Science.
    9. Atkinson, Sarah & Medeiros, Regianne L., 2009. "Explanatory models of influences on the construction and expression of user satisfaction," Social Science & Medicine, Elsevier, vol. 68(11), pages 2089-2096, June.
    10. Wenxin & W. & Bentum-Micah & G. & Zhiqiang & M. & Bing & L. & Asabea Addo & A. & Boadi & B.E. & Atuahene & A.S. & Bondzie-Micah & V., 2020. "The Influence of Encounter Service Quality on Patient Satisfaction: An Empirical Study in Chinese Public Hospitals," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(3), pages 461-477.
    11. Qian Long & Weixi Jiang & Di Dong & Jiaying Chen & Li Xiang & Qiang Li & Fei Huang & Henry Lucas & Shenglan Tang, 2020. "A New Financing Model for Tuberculosis (TB) Care in China: Challenges of Policy Development and Lessons Learned from the Implementation," IJERPH, MDPI, vol. 17(4), pages 1-11, February.
    12. Runtang Meng & Jingjing Li & Yunquan Zhang & Yong Yu & Yi Luo & Xiaohan Liu & Yanxia Zhao & Yuantao Hao & Ying Hu & Chuanhua Yu, 2018. "Evaluation of Patient and Medical Staff Satisfaction regarding Healthcare Services in Wuhan Public Hospitals," IJERPH, MDPI, vol. 15(4), pages 1-17, April.
    13. Waleed Al Nadabi & Mohammed A Mohammed, 2019. "Arabic Language Surveys Measuring Mothers’ Satisfaction During Childbirth: A Review," Global Journal of Health Science, Canadian Center of Science and Education, vol. 11(6), pages 169-169, June.
    14. Alla Mostepaniuk & Turgay Akalin & Mohammad Reza Parish, 2023. "Practices Pursuing the Sustainability of A Healthcare Organization: A Systematic Review," Sustainability, MDPI, vol. 15(3), pages 1-21, January.
    15. Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier, 2016. "Translating satisfaction determination from health care to the automotive industry," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 651-685, December.
    16. Willemijn van Dolen & Charles B. Weinberg, 2019. "An Empirical Investigation of Factors Affecting Perceived Quality and Well-Being of Children Using an Online Child Helpline," IJERPH, MDPI, vol. 16(12), pages 1-11, June.
    17. Vanacore, Amalia & Pellegrino, Maria Sole, 2021. "Testing inter-group ranking heterogeneity: do patient characteristics matter for prioritization of quality improvements in healthcare service?," Socio-Economic Planning Sciences, Elsevier, vol. 73(C).
    18. Atkinson, Sarah & Haran, Dave, 2005. "Individual and district scale determinants of users' satisfaction with primary health care in developing countries," Social Science & Medicine, Elsevier, vol. 60(3), pages 501-513, February.
    19. Dyer, Thomas Anthony & Owens, Janine & Robinson, Peter Glenn, 2014. "The acceptability of care delegation in skill-mix: The salience of trust," Health Policy, Elsevier, vol. 117(2), pages 170-178.
    20. Ángel Fernández Pérez & Ángeles Sánchez Domínguez, 2017. "Los factores no clínicos como determinantes de la satisfacción con el sistema sanitario público en España," FEG Working Paper Series 01/17, Faculty of Economics and Business (University of Granada).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:15:y:2023:i:19:p:14534-:d:1254605. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.