CUSTOMER SATISFACTION IN HEALTHCARE: A TALE OF TWO HOSPITALS

摘要

Is the organization meeting patients’ expectations of quality service? This is a question to whichan executive leader of a healthcare organization must know the answer. This paper presents thefindings of a survey of patients’ expectations and perceptions of five dimensions of service(namely, tangibles, reliability, responsiveness, assurance and empathy) conducted at twohospitals. Employees were also surveyed on what they felt would be important to their patients.Results show both hospitals have gaps between patient expectations and perceptions, as well aspatient and staff expectations.