Modeling The Quality & Reliability Dependent Customer Satisfaction in Healthcare
Publish place: 10th International Industrial Engineering Conference
Publish Year: 1392
نوع سند: مقاله کنفرانسی
زبان: English
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شناسه ملی سند علمی:
IIEC10_338
تاریخ نمایه سازی: 10 شهریور 1393
Abstract:
the importance of Customer Satisfaction is quite evident to any business or organization mainly because it plays a vital role in any industry. But unfortunately when it comes to health care and more specifically, hospitals, clinics and health systems, enormous rate of failure related to quality and reliability of services which is consequently followed by customer dissatisfaction is reported. And that’s because hospital customers” are very different than those in any other industry for one important reason, they don’t want to be there. This paper aims to investigate the failure data related to Customer Satisfaction on account of quality and reliability. Number of failures and severity were used to model the quality related satisfaction, while reliability related satisfaction is modeled based upon number of visits to hospital (including its clinic), delays before receiving treatments and time interval between visits. Eventually the model is constructed on basis of quality and reliability related satisfaction values.
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Authors
Shervin Hajinia Leilabadi
Department of Industrial Engineering Iran University of Science & Technology (IUST) Tehran, Iran
Prof. Rassoul Noorossana
Department of Industrial Engineering Iran University of Science & Technology (IUST) Tehran, Iran
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