Data on patient’s satisfaction from an emergency department: Developing strategies with the Multicriteria Satisfaction Analysis

Abstract

This article presents data that examine the patient׳s satisfaction from the services of an Emergency Department in Greece during the economic crisis. 490 questionnaires have been collected for the assessment of patient satisfaction by taking into account criteria like cleanliness, waiting room, access to the hospital, courtesy, friendliness and professional attitude of the emergency department staff, service processes and waiting times. In order to examine the satisfaction levels of the patients and moreover to design possible strategic actions we use the MUSA method.

Data on Creative Industries Ventures’ Performance Influenced by Four Networking Types: Designing Strategies for a Sample of Female Entrepreneurs with the Use of Multiple Criteria Analysis

“…Based on these diagrams, the decision makers, in our case the entrepreneurs, can examine which are the weak and strong points of the firms' performance in the creative industries, based on the four types of networking. The action diagram (Figure 3b) is divided into four quadrants [22][23][24][25][26][27][28]: i) Status quo (low performance and low importance): No action is required, given that these performance dimensions are not considered as important by the enterpreneurs, ii) Leverage opportunity (high performance/high importance): This area can be used as advantage against the competition (creative industries), iii) Transfer resources (high performance/low importance): A company's resources may be better used elsewhere, iv) Action opportunity (low performance/high importance): These are the criteria that need attention; improvement efforts should be focused on them, in order to increase the performance of the creative industries. As noted in the previous paragraph the action diagram depicts the strategic actions that the entrepreneurs should undertake and implement for the improvement of their ventures performance.…”

“…The MUlticriteria CReative INdustries Evaluation (MUCRINE) has been based on the Multicriteria Satisfaction Analysis method in order to provide quantitative measures of the creative industries performance considering the qualitative form of the entrepreneurs' judgements [22][23][24][25][26][27][28].…”

Retail customers’ satisfaction with banks in Greece: A multicriteria analysis of a dataset

“…The MUSA method uses goal programming techniques and follows the general principles of qualitative regression analysis under constraints in order to assess global and partial satisfaction functions Υ* and X i respectively, given customers’ ordinal judgments Y and X i . The additive utility model which is MUSA's core principal, is represented by the following equation of ordinal regression [16 , 20] : where: : is the estimation of the global value function, n: represents the number of criteria, b i : is a positive weight of the i th criterion, σ + and σ − : represent the overestimation and the underestimation errors, Υ* and X i : are the value functions normalized in the interval [0,100]. …”

“…The MUSA method provides a series of normalized indices for the in-depth analysis of customers’ satisfaction measurement. These indices include the total satisfaction function, satisfaction indices as well as demanding indices [16 , 20] .…”

Measuring Industrial Customer Satisfaction: The Case of the Natural Gas Market in Greece

“…Several studies show that the long-term success of an organization is closely related to its ability to adapt to its customer needs and changing preferences [19][20][21][22]. The analysis of customer satisfaction and its comparison with the results of similar studies can provide policy makers with a unique insight into the motivations and satisfaction of consumers [23][24][25].…”