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Statistical measures of customer satisfaction for health care quality assurance: a case study

M.A.A. Hasin (Bangladesh University of Engineering and Technology (BUET), Dhaka, Bangladesh)
Roongrat Seeluangsawat (Lecturer, Kasetsart University, Bangkok, Thailand)
M.A. Shareef (Managing Director, Trade Development Consulting, Dhaka, Bangladesh)

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Article publication date: 1 February 2001

Abstract

While applications of TQM tools and techniques in health care service industry are widely advocated, determination of customer satisfaction and factors of dissatisfaction in the hospitals has become enormously important as the main ingredient of TQM. This paper aims at determining the elements of customer satisfaction, by collecting information through survey, using both written questionnaire and interview, and then statistically determining correlation between factors and elements of dissatisfaction. The study is performed at the Muang Petch Thonburi Private Hospital, located in Petchaburi province of Thailand. The aim of the management is to gather information on customer satisfaction levels and factors of dissatisfaction that need to be addressed and subsequently eliminated in the near future.

Keywords

Citation

Hasin, M.A.A., Seeluangsawat, R. and Shareef, M.A. (2001), "Statistical measures of customer satisfaction for health care quality assurance: a case study", International Journal of Health Care Quality Assurance, Vol. 14 No. 1, pp. 6-14. https://doi.org/10.1108/09526860110366214

Publisher

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MCB UP Ltd

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