Desigening A model for customer Satisfacation in Educatinal Hospitals

Abstract

Abstract Introduction: Creating and implementing customer satisfaction measurement systems as the most important indicator of performance improvement is one of the basic needs of today's organizations, especially in the healthcare system. Purpose: The purpose of this study is to design a model for customer satisfaction assessment in medical and educational centers. Materials and Methods: This study identified the factors influencing customer satisfaction using systematic review of texts and focused group discussion with the staff, managers, and physicians, and was presented using the panel of experts in the form of a customer satisfaction model. A customer satisfaction questionnaire was also designed and the status of Tabriz educational and medical centers was evaluated. Results: The hypothesis of difference views between group views (patients, managers, doctors, and personnel) was not approved in fovous group discussions (P-value>= 0.05).The proposed model contains two domains. (A) patient related factors that include demographic variables, socioeconomic variables, expectations, and health status; (b) health provider-related factors that include: the quality of service, the characteristics of the service, the characteristics of the hospital and the staff satisfaction. The average satisfaction of patients in our hospitals was 75.09% (SD = 12.1), with a minimum of 36.46% and a maximum of 98.96%. Conclusion: Health policymakers and hospital managers need to improve their performance in order to attract the satisfaction of both the domestic and foreign customers and identify their needs more quickly. Over time satisfaction changes, so managers are encouraged to monitor and control it continuously. Finally, the concept of satisfaction is multidimensional and subjective, and the impact of each factor in each hospital is specific to The same hospital and realatedd to the culture, specialty of the hospital, demographic, economic, social variables. Keywords: Model, Satisfaction, Educational Centers, Tabriz