Customer & Employee Satisfaction in the Health Service Sector: Analysis and Measurement Methodologies

Francesca De Battisti (), Laura Iacovone and Giovanna Nicolini

No unimi-1060, UNIMI - Research Papers in Economics, Business, and Statistics from Universitá degli Studi di Milano

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.

Keywords: Customer Satisfaction; Employee Satisfaction; External Image; Internal Image (search for similar items in EconPapers)
Date: 2007-07-20
Note: oai:cdlib1:unimi-1060
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Citations: View citations in EconPapers (1)

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