Authors: | Drosos, Dimitrios Tsotsolas, Nikos Chalikias, Miltiadis Skordoulis, Michalis |
Issue Date: | 13-Dec-2016 |
Journal: | International Journal of Electronic Marketing and Retailing |
Volume: | 7 |
Issue: | 4 |
Keywords: | Customer satisfaction, Healthcare sector, Hellenic Red Cross, Multicriteria analysis, Quality services |
Abstract: | During the last decades, the interest for the patients' needs, the quality of the services offered and the satisfaction level from healthcare is increasing. The measurement and the evaluation of patient satisfaction is a milestone for the improvement of the services provided, given that these results can provide a useful variety of information and data. The purpose of this study is to measure and analyse customers' satisfaction by a service called 'Nursing at home' provided by the Hellenic Red Cross. For the purposes of the study, 305 questionnaires have been statistically analysed. Patients' satisfaction has been measured using MUSA, a multicriteria method. The results reveal a high level of satisfaction and loyalty. |
ISSN: | 1741-1033 1741-1025 |
DOI: | 10.1504/IJEMR.2016.080807 |
URI: | https://uniwacris.uniwa.gr/handle/3000/1817 |
Type: | Article |
Department: | Department of Business Administration |
School: | School of Administrative, Economics and Social Sciences |
Affiliation: | University of West Attica (UNIWA) |
Appears in Collections: | Articles / Άρθρα |
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