CONSUMER'S SATISFACTION MEASUREMENT IN PUBLIC HOSPITALS

Andreea Muntean and Alina Putan
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Alina Putan: “1 Decembrie 1918” University of Alba Iulia, 510009, Romania

EcoForum, 2015, vol. 4, issue 1, 16

Abstract: Customer satisfaction is an important indicator in determining the future coordinates of any entrepreneurial activity, be it company, institution or non-governmental organization. Our research is performed in the public hospital units from Alba County. The purpose of this paper is to identify an instrument for measuring the satisfaction of consumers of health services respectively patients. The questionnaire has led to validate/invalidate the working hypotheses assumed at the start of the study. We also found data regarding the place of activities of the respondents to the questionnaire, in order to see further what extent the employment rebounds on achieving the service tasks and responsibilities and the involvement physicians in decision making. In other words, we observed specific influence of the working environment of those

Keywords: consumer satisfaction; medical services; service quality; patient; public hospitals. (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:scm:ecofrm:v:4:y:2015:i:1:p:16

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