Title: Patient satisfaction analysis using a multi-criteria analysis method: the case of the NHS in Greece

Authors: Dimitris Drosos; Nikos Tsotsolas; Michalis Skordoulis; Miltiadis Chalikias

Addresses: Department of Business Administration, School of Business and Economics, Piraeus University of Applied Sciences, Piraeus, Greece ' Department of Business Administration, School of Business and Economics, Piraeus University of Applied Sciences, Piraeus, Greece ' Department of Business Administration, School of Business and Economics, Piraeus University of Applied Sciences, Piraeus, Greece ' Department of Business Administration, School of Business and Economics, Piraeus University of Applied Sciences, Piraeus, Greece

Abstract: The aim of this paper is to measure and analyse patients' satisfaction with the national healthcare system (NHS) in Greece. Patients' satisfaction will be measured using the multicriteria satisfaction analysis (MUSA) method while SERVQUAL's five dimensions will be used as patients' satisfaction dimensions. The research results show high levels of patient satisfaction with medical and nursing services. On the other hand, lower satisfaction rates are recorded concerning the facilities and the administrative services which are connected with the funding and the efficiency of a healthcare system. As far as it is concerned, a major challenge for the Hellenic NHS is that the underfunding problem is solved while the necessary measures are taken in order that the optimal allocation of the available resources is ensured. The research design confirms the good adjustment of multidimensional models such as SERVQUAL in patient satisfaction measurement.

Keywords: patient satisfaction; customer satisfaction; service quality; healthcare quality; public health; multi-criteria analysis; SERVQUAL.

DOI: 10.1504/IJPQM.2018.096091

International Journal of Productivity and Quality Management, 2018 Vol.25 No.4, pp.491 - 505

Received: 07 Feb 2017
Accepted: 13 Jul 2017
Published online: 12 Nov 2018 *

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