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Contribution des éléments de service à la satisfaction du patient hospitalisé : une application du modèle tétraclasse

Author

Listed:
  • Caroline Merdinger-Rumpler

    (CESAG - Centre d'Etudes des Sciences Appliquées à la Gestion - EM Strasbourg - École de Management de Strasbourg = EM Strasbourg Business School)

Abstract

Cet article explore la manière dont les éléments de service contribuent à la satisfaction des patients hospitalisés. L'approche proposée s'appuie sur le modèle tétraclasse de Llosa (1997) qui est testé pour la première fois dans le domaine de la santé humaine, dans un service chirurgical de court séjour. Ce type d'approche apporte aux acteurs de santé non seulement une meilleure connaissance de la structure de satisfaction de leurs patients mais surtout une aide précieuse pour la prise de décision des actions prioritaires à engager en vue d'améliorer cette satisfaction.

Suggested Citation

  • Caroline Merdinger-Rumpler, 2009. "Contribution des éléments de service à la satisfaction du patient hospitalisé : une application du modèle tétraclasse," Post-Print halshs-02913937, HAL.
    • Handle: RePEc:hal:journl:halshs-02913937
    DOI: 10.7193/DM.053.43.52
    as

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