Internal Customer Satisfaction in Health-Care Organizations: A Multicriteria Analysis Approach

Panagiotis Manolitzas, Vasileios Fortsas, Evangelos Grigoroudis and Nikolaos Matsatsinis

International Journal of Public Administration, 2014, vol. 37, issue 10, 646-654

Abstract: The main aim of the presented research is to assess personnel satisfaction at the General Hospital of Chania (GHC), Greece, during the current economic crisis period. Data analysis is based on the MUltiplecriteria Satisfaction Analysis (MUSA) method, which is a multicriteria analysis model for collectively measuring customer satisfaction. The provided results are able to evaluate quantitative overall and partial satisfaction levels and determine the weak and strong points of employee satisfaction. According to the presented results, the personnel of the GHC appear to be satisfied, particularly regarding the work content and the relation with co-workers, while higher dissatisfaction may be observed in other characteristics. The improvement actions should be focused on the provided means/tools, the salary/other benefits, and the organization’s human resources management, given that these are the characteristics having the lowest satisfaction indices, while at the same time being the ones that are really important for the personnel.

Date: 2014
References: Add references at CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/01900692.2014.903267 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:lpadxx:v:37:y:2014:i:10:p:646-654

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/lpad20

DOI: 10.1080/01900692.2014.903267

Access Statistics for this article

International Journal of Public Administration is currently edited by Ali Farazmand

More articles in International Journal of Public Administration from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().