Service Marketing University of Pittsburgh服务营销匹兹堡大学.pptVIP

Customer Satisfaction and Service Marketing Preethi Pradhan preethi@aravind.org Who are the customers in a hospital? Patients Family members Referral Doctors Suppliers Employees Who is the key customer in the hospital? What is patient satisfaction? Patient Satisfaction is “hospital services and its perception by the patient” minus ”patient expectations” 0 = Patient Satisfied - = Patient Dissatisfied + = Patient Delighted Patient satisfaction measures need to be developed from the patients perspective Patients are becoming better informed Involve patients for making improvements Patient