Customer Satisfaction Research

Paper Summary:

This paper examines three articles on measuring customer satisfaction in health care organizations. The paper examines the methods used, the reasons for using these methods, and the types of data to be gathered. The paper further examines why customer satisfaction is important in health care and what a level of customer satisfaction actually means and what might reduce those levels.

From the Paper:

"With reference to the issue of measuring customer satisfaction for medical services, numerous ways of achieving this have been offered and tested in different studies of the same basic question. Patient satisfaction is seen as a measure of the effectiveness of treatment and also of the viability of a particular medical facility as a business venture. Any business that fails to provide customer satisfaction will eventually fail. Much research has been conducted on the satisfaction levels of certain products, and a different approach is taken to ascertain the satisfaction levels with services and specifically with customer contacts for any type of enterprise."

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• Research Paper # 98496 : "Customer Satisfaction at Marina Mall"

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