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Customer & Employee Satisfaction in the Health Service Sector: Analysis and Measurement Methodologies


  • Francesca De Battisti
  • Laura Iacovone
  • Giovanna Nicolini

    (Department of Economics, Business and Statistics)


In order measure the competitiveness of a local Health Service organisation it is necessary to analyse not only internal performance levels but also the perceived quality of the services provided and the level of customer satisfaction attained; this is directly linked to the management aspects of the Healthcare provider. Therefore we suggest performing a comparison between the external and internal ‘image’ of the structure. In addition, having specified a global subjective measure of satisfaction, we will perform a comparison between customer and employee satisfaction. We will illustrate the results of a survey, carried out on two subject samples (customers and employees of the Healthcare provider in question) to which two different types of questionnaire, similar for some items, are provided.

Suggested Citation

  • Francesca De Battisti & Laura Iacovone & Giovanna Nicolini, 2007. "Customer & Employee Satisfaction in the Health Service Sector: Analysis and Measurement Methodologies," UNIMI - Research Papers in Economics, Business, and Statistics unimi-1060, Universitá degli Studi di Milano.
  • Handle: RePEc:bep:unimip:unimi-1060
    Note: oai:cdlib1:unimi-1060

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