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Patient satisfaction analysis using a multi-criteria analysis method: the case of the NHS in Greece

Author

Listed:
  • Dimitris Drosos
  • Nikos Tsotsolas
  • Michalis Skordoulis
  • Miltiadis Chalikias

Abstract

The aim of this paper is to measure and analyse patients' satisfaction with the national healthcare system (NHS) in Greece. Patients' satisfaction will be measured using the multicriteria satisfaction analysis (MUSA) method while SERVQUAL's five dimensions will be used as patients' satisfaction dimensions. The research results show high levels of patient satisfaction with medical and nursing services. On the other hand, lower satisfaction rates are recorded concerning the facilities and the administrative services which are connected with the funding and the efficiency of a healthcare system. As far as it is concerned, a major challenge for the Hellenic NHS is that the underfunding problem is solved while the necessary measures are taken in order that the optimal allocation of the available resources is ensured. The research design confirms the good adjustment of multidimensional models such as SERVQUAL in patient satisfaction measurement.

Suggested Citation

  • Dimitris Drosos & Nikos Tsotsolas & Michalis Skordoulis & Miltiadis Chalikias, 2018. "Patient satisfaction analysis using a multi-criteria analysis method: the case of the NHS in Greece," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 25(4), pages 491-505.
    • Handle: RePEc:ids:ijpqma:v:25:y:2018:i:4:p:491-505
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    Citations

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    Cited by:

    1. Ferreira, Diogo Cunha & Marques, Rui Cunha & Nunes, Alexandre Morais & Figueira, José Rui, 2021. "Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis," Socio-Economic Planning Sciences, Elsevier, vol. 78(C).
    2. Dimitrios Drosos & Michalis Skordoulis & Garyfallos Arabatzis & Nikos Tsotsolas & Spyros Galatsidas, 2019. "Measuring Industrial Customer Satisfaction: The Case of the Natural Gas Market in Greece," Sustainability, MDPI, vol. 11(7), pages 1-16, March.
    3. María del Carmen Valls Martínez & Alicia Ramírez-Orellana, 2019. "Patient Satisfaction in the Spanish National Health Service: Partial Least Squares Structural Equation Modeling," IJERPH, MDPI, vol. 16(24), pages 1-18, December.
    4. Dimitrios Drosos & Grigorios L. Kyriakopoulos & Garyfallos Arabatzis & Nikolaos Tsotsolas, 2020. "Evaluating Customer Satisfaction in Energy Markets Using a Multicriteria Method: The Case of Electricity Market in Greece," Sustainability, MDPI, vol. 12(9), pages 1-19, May.

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