Title: Determinants of customer satisfaction in healthcare industry: the case of the Hellenic Red Cross

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

Addresses: Department of Business Administration, School of Business and Economics, Piraeus University of Applied Sciences (T.E.I. of Piraeus), Greece ' Department of Business Administration, Management Information Systems and New Technologies Lab, School of Business and Economics, Piraeus University of Applied Sciences (T.E.I. of Piraeus), Greece ' Department of Business Administration, Management Information Systems and New Technologies Lab, School of Business and Economics, Piraeus University of Applied Sciences (T.E.I. of Piraeus), Greece ' Department of Business Administration, Management Information Systems and New Technologies Lab, School of Business and Economics, Piraeus University of Applied Sciences (T.E.I. of Piraeus), Greece

Abstract: During the last decades, the interest for the patients' needs, the quality of the services offered and the satisfaction level from healthcare is increasing. The measurement and the evaluation of patient satisfaction is a milestone for the improvement of the services provided, given that these results can provide a useful variety of information and data. The purpose of this study is to measure and analyse customers' satisfaction by a service called 'Nursing at home' provided by the Hellenic Red Cross. For the purposes of the study, 305 questionnaires have been statistically analysed. Patients' satisfaction has been measured using MUSA, a multicriteria method. The results reveal a high level of satisfaction and loyalty.

Keywords: customer satisfaction; service quality; healthcare services; Hellenic Red Cross; multicriteria analysis; patient needs; patient satisfaction; nursing at home; home care; Greece; case study.

DOI: 10.1504/IJEMR.2016.080807

International Journal of Electronic Marketing and Retailing, 2016 Vol.7 No.4, pp.311 - 321

Received: 19 Dec 2015
Accepted: 07 Jan 2016

Published online: 05 Dec 2016 *

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