Evaluation of a Set of Indicators Devoted to the Service of Health Education: the Case of the Biotechnology Centre of the AORN Hospital "A. Cardarelli" in Naples

Abstract

The work begins with an introduction about two concepts: Quality and Indicators. The most important aim of this work is to evaluate the training service offered by the "Centro di Biotecnologie", analyzing each phase of the process, to realize an appropriate indicators set that can be used to assess the quality level reached in the service delivery. To analyze the training service, it is also important to evaluate the Customer Satisfaction, to realize a needs hierarchy through a statistical analysis realized with the "Analytic Hierarchy Process"