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.info:eu-repo/semantics/publishedVersio
