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Assessment of customer satisfaction in public companies

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Abstract

La ricerca sulla customer satisfaction di operatori e di direttori di 1° e 2° livello di un’Azienda Sanitaria Locale di Torino ha l’obiettivo di stimare lo scarto tra percezioni ed aspettative di qualità di operatori e di manager di 1° livello nei confronti dei dirigenti di riferimento (manager di 2° livello) e di questi nei confronti della mission del top management dell’Azienda. La ricerca permette di definire il tasso di coerenza nei confronti di elementi considerati di qualità dalla dirigenza mentre l’analisi delle aspettative di qualità che gli operatori nutrono nei confronti dei propri referenti definisce l’insieme degli indicatori di gestione, in relazione agli standard della mission ed identifica conseguenti obiettivi di miglioramento e di innovazione.

Suggested Citation

  • Gian Franco Corio, 2002. "Assessment of customer satisfaction in public companies," CERIS Working Paper 200210, CNR-IRCrES Research Institute on Sustainable Economic Growth - Torino (TO) ITALY - former Institute for Economic Research on Firms and Growth - Moncalieri (TO) ITALY.
    • Handle: RePEc:csc:cerisp:200210
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    More about this item

    Keywords

    International clients; Satisfaction; Performances;
    All these keywords.

    JEL classification:

    • L2 - Industrial Organization - - Firm Objectives, Organization, and Behavior
    • L8 - Industrial Organization - - Industry Studies: Services
    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality

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