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

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

Publication

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

2021-12Journal article

dc.contributor.author	Ferreira, Diogo
dc.contributor.author	Marques, Rui Cunha
dc.contributor.author	Nunes, Alexandre Morais
dc.contributor.author	Figueira, José Rui
dc.date.accessioned	2023-09-11T16:12:00Z
dc.date.available	2023-09-11T16:12:00Z
dc.date.issued	2021-12
dc.description.abstract	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.	pt_PT
dc.description.version	info:eu-repo/semantics/publishedVersion	pt_PT
dc.identifier.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)	pt_PT
dc.identifier.doi	10.1016/j.seps.2021.101036	pt_PT
dc.identifier.uri	http://hdl.handle.net/10400.5/28541
dc.language.iso	eng	pt_PT
dc.peerreviewed	yes	pt_PT
dc.relation	The project hSNS generously supported this research (PTDC/EGEOGE/30546/2017).	pt_PT
dc.relation	Operation Research and Decision Aiding with Multiple Criteria
dc.rights.uri	http://creativecommons.org/licenses/by-nc-nd/4.0/	pt_PT
dc.subject	Customer satisfaction; Multiple criteria customer satisfaction analysis; Pediatric inpatient services; Satisfaction criteria weights; Strategies and opportunities	pt_PT
dc.title	Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis	pt_PT
dc.type	journal article
dspace.entity.type	Publication
oaire.awardTitle	Operation Research and Decision Aiding with Multiple Criteria
oaire.awardURI	info:eu-repo/grantAgreement/FCT//SFRH%2FBSAB%2F139892%2F2018/PT
oaire.citation.startPage	101036	pt_PT
oaire.citation.title	Socio-Economic Planning Sciences	pt_PT
oaire.citation.volume	78	pt_PT
person.familyName	Cunha Ferreira
person.givenName	Diogo Filipe
person.identifier.ciencia-id	CF13-9741-551E
person.identifier.orcid	0000-0001-5418-9337
project.funder.identifier	http://doi.org/10.13039/501100001871
project.funder.name	Fundação para a Ciência e a Tecnologia
rcaap.rights	openAccess	pt_PT
rcaap.type	article	pt_PT
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