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Determinants of customer satisfaction in healthcare industry: the case of the Hellenic Red Cross

Author

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  • Miltiadis Chalikias
  • Dimitris Drosos
  • Michalis Skordoulis
  • Nikos Tsotsolas

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.

Suggested Citation

  • Miltiadis Chalikias & Dimitris Drosos & Michalis Skordoulis & Nikos Tsotsolas, 2016. "Determinants of customer satisfaction in healthcare industry: the case of the Hellenic Red Cross," International Journal of Electronic Marketing and Retailing, Inderscience Enterprises Ltd, vol. 7(4), pages 311-321.
    • Handle: RePEc:ids:ijemre:v:7:y:2016:i:4:p:311-321
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    Cited by:

    1. Dimitrios Drosos & Grigorios L. Kyriakopoulos & Garyfallos Arabatzis & Nikolaos Tsotsolas, 2020. "Evaluating Customer Satisfaction in Energy Markets Using a Multicriteria Method: The Case of Electricity Market in Greece," Sustainability, MDPI, vol. 12(9), pages 1-19, May.
    2. Dimitrios Drosos & Michalis Skordoulis & Garyfallos Arabatzis & Nikos Tsotsolas & Spyros Galatsidas, 2019. "Measuring Industrial Customer Satisfaction: The Case of the Natural Gas Market in Greece," Sustainability, MDPI, vol. 11(7), pages 1-16, March.

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