Objective

To assess customer satisfaction determinants in a public pediatric inpatient service and propose some strategies to enhance the consumer and customer experience.

Methods

We applied a Multiple Criteria Customer Satisfaction Analysis to estimate the value functions associated with each satisfaction (sub)criterion and determine the corresponding weights. We characterized satisfaction criteria (according to the Kano's model), estimated the customers' demanding nature and the potential improvements, and proposed strategic priorities and opportunities to enhance customer satisfaction.

Main findings

Strategies for satisfaction enhancement do not depend solely on the criteria with the lowest satisfaction levels and the estimated weights, each criterion's nature, the customers' demanding nature, and the technical margin for improvements.

Conclusions

Areas deserving attention include clinical staff's communication skills, the non-clinical professionals' efficiency, availability, and kindness; food quality; visits' scheduling and quantity; and facilities' comfort.

中文翻译：

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儿科住院服务的客户满意度：多标准满意度分析

客观的

评估公共儿科住院服务中的客户满意度决定因素，并提出一些增强消费者和客户体验的策略。

方法

我们应用了多标准客户满意度分析来估计与每个满意度（子）标准相关的价值函数并确定相应的权重。我们描述了满意度标准（根据卡诺模型），估计了客户的要求性质和潜在的改进，并提出了提高客户满意度的战略重点和机会。

主要发现

提高满意度的策略不仅仅取决于满意度最低的标准和估计的权重、每个标准的性质、客户的要求性质以及改进的技术余量。

结论

值得关注的领域包括临床人员的沟通技巧、非临床专业人员的效率、可用性和友善度；食物品质; 访问的时间安排和数量；和设施的舒适度。