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Advisor(s)
Abstract(s)
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.
Description
Keywords
Customer satisfaction; Multiple criteria customer satisfaction analysis; Pediatric inpatient services; Satisfaction criteria weights; Strategies and opportunities
Pedagogical Context
Citation
Diogo Cunha Ferreira, Rui Cunha Marques, Alexandre Morais Nunes, José Rui Figueira, Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis, Socio-Economic Planning Sciences, Volume 78, 2021, 101036, ISSN 0038-0121, https://doi.org/10.1016/j.seps.2021.101036. (https://www.sciencedirect.com/science/article/pii/S0038012121000288)