Statistical measures of customer satisfaction for health care quality assurance: a case study

Statistical measures of customer satisfaction for health care quality assurance: a case study While applications of TQM tools and techniques in health care service industry are widely advocated, determination of customer satisfaction and factors of dissatisfaction in the hospitals has become enormously important as the main ingredient of TQM. This paper aims at determining the elements of customer satisfaction, by collecting information through survey, using both written questionnaire and interview, and then statistically determining correlation between factors and elements of dissatisfaction. The study is performed at the Muang Petch Thonburi Private Hospital, located in Petchaburi province of Thailand. The aim of the management is to gather information on customer satisfaction levels and factors of dissatisfaction that need to be addressed and subsequently eliminated in the near future. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Health Care Quality Assurance Emerald Publishing

Statistical measures of customer satisfaction for health care quality assurance: a case study

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Publisher
Emerald Publishing
Copyright
Copyright © 2001 MCB UP Ltd. All rights reserved.
ISSN
0952-6862
D.O.I.
10.1108/09526860110366214
Publisher site
See Article on Publisher Site

Abstract

While applications of TQM tools and techniques in health care service industry are widely advocated, determination of customer satisfaction and factors of dissatisfaction in the hospitals has become enormously important as the main ingredient of TQM. This paper aims at determining the elements of customer satisfaction, by collecting information through survey, using both written questionnaire and interview, and then statistically determining correlation between factors and elements of dissatisfaction. The study is performed at the Muang Petch Thonburi Private Hospital, located in Petchaburi province of Thailand. The aim of the management is to gather information on customer satisfaction levels and factors of dissatisfaction that need to be addressed and subsequently eliminated in the near future.

Journal

International Journal of Health Care Quality AssuranceEmerald Publishing

Published: Feb 1, 2001

Keywords: Total quality management; Customer satisfaction; Health care; Surveys

References

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