IDEAS home Printed from https://ideas.repec.org/p/bep/unimip/unimi-1060.html
   My bibliography  Save this paper

Customer & Employee Satisfaction in the Health Service Sector: Analysis and Measurement Methodologies

Author

Listed:
  • Francesca De Battisti
  • Laura Iacovone
  • Giovanna Nicolini

    (Department of Economics, Business and Statistics)

Abstract

In order measure the competitiveness of a local Health Service organisation it is necessary to analyse not only internal performance levels but also the perceived quality of the services provided and the level of customer satisfaction attained; this is directly linked to the management aspects of the Healthcare provider. Therefore we suggest performing a comparison between the external and internal ‘image’ of the structure. In addition, having specified a global subjective measure of satisfaction, we will perform a comparison between customer and employee satisfaction. We will illustrate the results of a survey, carried out on two subject samples (customers and employees of the Healthcare provider in question) to which two different types of questionnaire, similar for some items, are provided.

Suggested Citation

  • Francesca De Battisti & Laura Iacovone & Giovanna Nicolini, 2007. "Customer & Employee Satisfaction in the Health Service Sector: Analysis and Measurement Methodologies," UNIMI - Research Papers in Economics, Business, and Statistics unimi-1060, Universitá degli Studi di Milano.
    • Handle: RePEc:bep:unimip:unimi-1060
    Note: oai:cdlib1:unimi-1060
    as

    Download full text from publisher

    File URL: http://services.bepress.com/unimi/statistics/art28
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Chux Gervase Iwu, 2013. "Citizens’ Quality of Life: The Outcome of a Satisfied Health-Related Professional," Journal of Economics and Behavioral Studies, AMH International, vol. 5(9), pages 612-624.

    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:bep:unimip:unimi-1060. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Christopher F. Baum (email available below). General contact details of provider: https://edirc.repec.org/data/damilit.html .

    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.