Customer & Employee Satisfaction in the Health Service Sector: Analysis and Measurement Methodologies
Francesca De Battisti
Laura Iacovone
Giovanna Nicolini, Department of Economics, Business and Statistics
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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, and Giovanna Nicolini,
"Customer & Employee Satisfaction in the Health Service Sector: Analysis and Measurement Methodologies"
(July 2007).
UNIMI - Research Papers in Economics, Business, and Statistics.
Statistics and Mathematics.
Working Paper 28.
http://services.bepress.com/unimi/statistics/art28
Paper presented by P. Ferrari.
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