Operation Research and Decision Aiding with Multiple Criteria

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Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis

Publication . Ferreira, Diogo; Marques, Rui Cunha; Nunes, Alexandre Morais; Figueira, José Rui

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.

2021-12Journal article

Open access