Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis

Marques, Rui Cunha; Nunes, Alexandre Morais; Figueira, José Rui

doi:10.1016/j.seps.2021.101036

Cited by 22 publications

(23 citation statements)

References 100 publications

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“…Compared to the others, the latter seems underrepresented, but, as mentioned by Ferreira et al. (2021), it presents several methodological advantages over them. All studies were centered on patient satisfaction, which is a global concern studied through multiple years and remains the focus of many research pieces.…”

Section: Methodsmentioning

confidence: 92%

“…Thus, they should be within the managers' grasp to improve their performance (Gosse and Hurson, 2016). Compared with other alternatives, the low utilization of MUSA in healthcare and its potential generates opportunities for a broader diffusion of studies using this method (Ferreira et al., 2021).…”

Section: Discussionmentioning

confidence: 99%

“…It is interesting to note that most of the surveys answered regards paediatrics. In this case, parents answered the questionnaires, and we assumed a high parent–child agreement as children usually cannot fully understand the meaning of satisfaction and the hospital performance (Ferreira et al., 2021). This assumption is in line with several studies, including King et al.…”

Section: Methodsmentioning

confidence: 99%

“…Healthcare systems are continually changing and improving, so it is necessary to find a way to evaluate outputs while measuring the satisfaction of the service receiver, in this case, the patient (Stefanini et al., 2020; Ferreira et al., 2021). We can define patient satisfaction as a patient's response to several aspects of their service experience (Sofaer and Firminger, 2005; Cazabon et al., 2020).…”

Section: Introductionmentioning

confidence: 99%

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The satisfaction of healthcare consumers: analysis and comparison of different methodologies

Vieira

Marques

Pedro

2022

Int Trans Operational Res

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Patient satisfaction and the factors influencing it are becoming a significant concern for health organizations and patients around the world. This study evaluates patients' satisfaction regarding the inpatient service while tackling the existent literature gap on which method best suits the patient satisfaction analysis. We perform a methodological comparison (using factor analysis, structural equation modeling, ordinal logistic regression (OLR), and multicriteria satisfaction analysis (MUSA)) to contrast the different results from different methodologies. After implementing the methods, we concluded that, out of the eleven analyzed factors, seven influence satisfaction: accommodations, auxiliary staff, exams and treatments, medical staff, food quality, volunteering staff, and obtained information. Three were consistent for structural equation modeling and OLR: accommodations, exams and treatments, and health services. The outputs of MUSA were not compatible with the other methods. However, we concluded that the MUSA method is a good option when dealing with patient satisfaction studies since it provides insightful outputs that facilitate managers' decision making and improve the provider's performance efficiency.

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Section: Methodsmentioning

confidence: 92%

Section: Discussionmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

The satisfaction of healthcare consumers: analysis and comparison of different methodologies

Vieira

Marques

Pedro

2022

Int Trans Operational Res

Self Cite

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“…The description of the two missions is poured into a program from Wangaya Hospital called the Service Improvement program. In an effort to realize the above expectations, it takes employees who have a strong commitment to the organization and are willing to work hard in providing quality services to customers (Woodward et al, 2017;Ferreira et al, 2021).…”

Section: Introductionmentioning

confidence: 99%

influence of job satisfaction on organizational commitment and quality of inpatient services

Putri

Sintaasih

Supartha

et al. 2022

ijbem

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The purpose of this study was to examine the effect of job satisfaction on organizational commitment, examine the effect of job satisfaction on service quality, examine the effect of organizational commitment on service quality, and to examine the mediation of Organizational Commitment on Job Satisfaction on Service Quality at the Wangaya Regional General Hospital. To examine the effect of job satisfaction on service quality at the Wangaya Regional General Hospital, this study used 135 Wangaya Hospital employees, especially those who served in the inpatient room as respondents using Path Analysis. The results of this study indicate that job satisfaction has a positive effect. and significant on service quality, job satisfaction has a positive and significant effect on organizational commitment, and organizational commitment is able to mediate the effect of job satisfaction on service quality at the Wangaya Regional General Hospital.

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Efficiency and productivity analysis of maternal and infant healthcare services in Sub‐Saharan Africa

Ibrahim

2023

Health Planning & Management

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The paper examines the efficiency and productivity of Sub‐Saharan African (SSA) countries towards maternal and infant healthcare services between 2015 and 2019. Data envelopment analysis is utilised to evaluate efficiency, and Malmquist‐Luenberger's (ML) productivity estimation is employed for productivity analysis. The results indicate inefficiency in SSA maternal and infant healthcare services. Average efficiency is pegged at 85%, and 60% of the countries evaluated had below‐average efficiency. Effects of socioeconomic dynamics of countries were analysed. Preliminary estimations on the impact of Gross domestic product (GDP), education, urban population, and total population on efficiency are not significant. Although GDP and education sometimes show that they influence efficiency positively. Sensitivity analysis indicates efficiency to be more responsive to health expenditure, as well as to nurses and midwives. ML Productivity decomposition into technical efficiency change and technological change indicates improvement in technical efficiency as the principal driver of efficiency and productivity. Policy recommendations are made in line with the findings, requirements, and constraints of SSA countries.

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Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis

Cited by 22 publications

References 100 publications

The satisfaction of healthcare consumers: analysis and comparison of different methodologies

The satisfaction of healthcare consumers: analysis and comparison of different methodologies

influence of job satisfaction on organizational commitment and quality of inpatient services

Efficiency and productivity analysis of maternal and infant healthcare services in Sub‐Saharan Africa

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