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Consumer'S Satisfaction Measurement In Public Hospitals

Author

Listed:
  • Andreea MUNTEAN

    (“1 Decembrie 1918” University of Alba Iulia, 510009, Romania)

  • Alina PUTAN

    (“1 Decembrie 1918” University of Alba Iulia, 510009, Romania)

Abstract

Customer satisfaction is an important indicator in determining the future coordinates of any entrepreneurial activity, be it company, institution or non-governmental organization. Our research is performed in the public hospital units from Alba County. The purpose of this paper is to identify an instrument for measuring the satisfaction of consumers of health services respectively patients. The questionnaire has led to validate/invalidate the working hypotheses assumed at the start of the study. We also found data regarding the place of activities of the respondents to the questionnaire, in order to see further what extent the employment rebounds on achieving the service tasks and responsibilities and the involvement physicians in decision making. In other words, we observed specific influence of the working environment of those

Suggested Citation

  • Andreea MUNTEAN & Alina PUTAN, 2015. "Consumer'S Satisfaction Measurement In Public Hospitals," EcoForum, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 4(1), pages 1-16, January.
    • Handle: RePEc:scm:ecofrm:v:4:y:2015:i:1:p:16
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    File URL: http://ecoforumjournal.ro/index.php/eco/article/download/120/93
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    References listed on IDEAS

    as
    1. Oliver, Richard L & DeSarbo, Wayne S, 1988. "Response Determinants in Satisfaction Judgments," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(4), pages 495-507, March.
    2. Folkes, Valerie S, 1988. "Recent Attribution Research in Consumer Behavior: A Review and New Directions," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(4), pages 548-565, March.
    3. Westbrook, Robert A & Oliver, Richard L, 1991. "The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(1), pages 84-91, June.
    Full references (including those not matched with items on IDEAS)

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    Cited by:

    1. Daniel Adrian GÂRDAN & Iacob CĂTOIU & Iuliana Petronela GÂRDAN & Andrei BORANGIU, 2020. "The Mobile Media Communication And The Doctor-Patient Relationship In The Case Of Children Ent Disorders," Annales Universitatis Apulensis Series Oeconomica, Faculty of Sciences, "1 Decembrie 1918" University, Alba Iulia, vol. 1(22), pages 1-3.
    2. Adriana AnaMaria Davidescu, & Tania Marji Issa Eid, 2017. "Identifying the main determinants of retention in Jordanian hospitals. An empirical analysis based on McCloskey/Mueller Satisfaction Scale," EcoForum, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 6(1), pages 1-23, January.
    3. Alina Puțan, 2022. "Marketing of Health Services In Pandemic Context. Case Study Romania," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(2), pages 702-708, Decembrie.

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