Assessing Customer Satisfaction to Support Future Improvement Strategies of Healthcare Systems: Evidences from Russia and Romania
Abstract
:1. Introduction
2. Literature Review
2.1. The Importance of Healthcare Systems for Socio-Economic Development
2.2. Healthcare Marketing and Customer Attitudes
3. Materials and Methods
3.1. Setting the Scene
3.2. Research Method and Data Collection
3.3. Data Processing
4. Results
7-Ps | № | Question Directions (Variables) | Satisfaction | Importance (Ranking) | ||||
---|---|---|---|---|---|---|---|---|
Russia | Romania | Russia | Romania | |||||
Public | Private | Public | Private | |||||
Product | 1 | Existence of emergency services | 3.08 | 2.95 | 2.85 | 3.27 | 4.19 (8) | 4.08 (7) |
2 | Diversity of medical services | 3.11 | 3.68 | 2.50 | 3.85 | 4.09 (4) | 3.02 (2) | |
Price | 3 | Price of paid services | 3.24 | 2.53 | 2.56 | 2.64 | 3.66 (1) | 3.00 (1) |
4 | Existence of free of cost services | 3.18 | 2.85 | 2.60 | 2.79 | 4.14 (7) | 3.60 (3) | |
Placement | 5 | Booking of services online | 2.42 | 3.68 | 2.46 | 4.39 | 4.12 (6) | 4.22 (10) |
6 | Websites and mobile apps | 2.38 | 3.84 | 2.67 | 3.80 | 4.00 (3) | 4.37 (13) | |
Promotion | 7 | Accuracy of the information | 2.75 | 3.59 | 2.73 | 3.86 | 4.37 (10) | 4.41 (14) |
8 | Information about clinic’s location | 3.17 | 3.71 | 3.87 | 4.04 | 3.66 (2) | 4.01 (6) | |
Physical Evidence | 9 | State of equipment in clinics | 2.81 | 4.10 | 2.59 | 4.03 | 4.51 (13) | 4.57 (16) |
10 | State of interior of clinics | 2.21 | 4.29 | 2.56 | 4.28 | 4.56 (14) | 4.31 (12) | |
11 | State of exterior of clinics | 2.19 | 4.14 | 2.51 | 4.22 | 4.10 (5) | 4.14 (8) | |
Service Process | 12 | Quality of services in clinics | 2.73 | 3.53 | 2.65 | 3.67 | 4.67 (15) | 4.51 (15) |
13 | Time spent in clinics | 2.67 | 3.61 | 2.59 | 3.57 | 4.28 (9) | 3.69 (4) | |
14 | Organizational process | 2.70 | 3.69 | 2.53 | 3.60 | 4.51 (12) | 4.17 (9) | |
Personnel | 15 | Personnel’s competence | 2.94 | 3.62 | 2.44 | 3.70 | 4.69 (16) | 4.26 (11) |
16 | Relationship between the doctor and the patient | 2.86 | 3.73 | 2.41 | 4.01 | 4.44 (11) | 3.92 (5) | |
Overall mean | 2.78 | 3.60 | 2.66 | 3.73 | 4.25 | 4.02 |
4.1. Importance–Satisfaction Matrix for Russian Clinics
4.2. Importance–Satisfaction Matrix for Romanian Clinics
5. Discussion and Conclusions
Limitations and Future Research
Author Contributions
Funding
Institutional Review Board Statement
Informed Consent Statement
Data Availability Statement
Conflicts of Interest
References
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“Keep Up Good Work” | “Concentrate Here” | “Low Priority” | “Possible Overkill” |
---|---|---|---|
(15) Personnel’s competence; (9) State of equipment in clinics; (16) Relationship between the doctor and the patient. | (10) State of interior; (12) Quality of services; (14) Organizational process; (13) Time spent in clinics; (7) Accuracy of the information provided. | (11) State of exterior of clinics; (6) Websites and mobile apps of clinics; (5) Booking online. | (3) Price of paid services; (8) Information about clinic’s location; (2) Diversity of medical services; (4) Existence of free of cost services; (1) Existence of emergency. |
“Keep Up the Good Work” | “Concentrate Here” | “Low Priority” | “Possible Overkill” |
---|---|---|---|
(15) Personnel’s competence; (10) State of interior of clinics; (9) State of equipment in clinics; (14) Organizational process; (16) Relationship between the doctor and the patient. | (12) Quality of services in clinics; (7) Accuracy of the information provided. | (3) Price of paid services; (4) Existence of free of cost services; (1) Emergency services. | (8) Information about clinic’s location; (6) Websites and mobile apps; (2) Diversity of medical services; (11) State of exterior of clinics; (5) Booking of services online. |
“Keep Up the Good Work” | “Concentrate Here” | “Low Priority” | “Possible Overkill” |
---|---|---|---|
(7) Accuracy of the information provided; (6) Websites and mobile apps. | (9) State of equipment in clinics; (12) Quality of services in clinics; (10) State of interior of clinics; (15) Personnel’s competence; (5) Booking of services online; (14) Organizational process. | (3) Price of paid services; (2) Diversity of medical services; (4) Existence of free of cost services; (13) Time spent in clinics; (16) Relationship between the doctor and the patient; (11) State of exterior of clinics. | (8) Information about clinic’s location; (1) Existence of emergency services. |
“Keep Up the Good Work” | “Concentrate Here” | “Low Priority” | “Possible Overkill” |
---|---|---|---|
(9) State of equipment; (7) Placement about what clinics suggest; (10) State of interior; (6) Websites and mobile apps of clinics; (5) Booking services online. | (14) Organizational process; (15) Personnel’s competence; (12) Quality of services in clinics. | (3) Price of paid services; (4) Existence of free of cost services; (1) Existence of urgent services; (13) Time spent in clinics. | (2) Diversity of miscellaneous services; (16) Relationship between the doctor and the patient; (8) Placement about location of clinics; (11) State of exterior. |
Russian “Concentrate Here” for Public Clinics | Romanian “Concentrate Here” for Public Clinics |
---|---|
(7) Accuracy of the information (Promotion); (10) State of interior of clinics (Physical evidence); (12) Quality of services in clinics (Process); (13) Time spent in clinics (Process); (14) Organizational process (Process). | (5) Booking of services online (Placement); (9) State of equipment in clinics (Physical evidence); (10) State of interior of clinics (Physical evidence); (12) Quality of services in clinics (Process); (15) Personnel’s competence (Personnel). |
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Bulatnikov, V.; Constantin, C.P. Assessing Customer Satisfaction to Support Future Improvement Strategies of Healthcare Systems: Evidences from Russia and Romania. Sustainability 2023, 15, 14534. https://doi.org/10.3390/su151914534
Bulatnikov V, Constantin CP. Assessing Customer Satisfaction to Support Future Improvement Strategies of Healthcare Systems: Evidences from Russia and Romania. Sustainability. 2023; 15(19):14534. https://doi.org/10.3390/su151914534
Chicago/Turabian StyleBulatnikov, Vladimir, and Cristinel Petrișor Constantin. 2023. "Assessing Customer Satisfaction to Support Future Improvement Strategies of Healthcare Systems: Evidences from Russia and Romania" Sustainability 15, no. 19: 14534. https://doi.org/10.3390/su151914534
APA StyleBulatnikov, V., & Constantin, C. P. (2023). Assessing Customer Satisfaction to Support Future Improvement Strategies of Healthcare Systems: Evidences from Russia and Romania. Sustainability, 15(19), 14534. https://doi.org/10.3390/su151914534