HA238 : Presentation of general satisfaction model of health-care system performance and classification customers
Thesis > Central Library of Shahrood University > Industrial Engineering & Management > MSc > 2018
Authors:
Yasaman Arab Ameri [Author], Aliakbar Hasani[Supervisor], Mohammad Fattahi[Advisor]
Abstarct: Nowadays, many factors have caused the directors and officials of healthcare organizations move in the direction of client orientedness approach and paying attention to the needs of the patients, to get maximize the satisfaction of customers. The aim of this study is to identify the dimensions of satisfaction and review the relationship between the satisfaction of superior and valuable dimensions in the healthcare services providing and public satisfaction of the health care system performance. Then, the customers are classified according to the satisfaction index baxsed on their demographic characteristics. To this end, has been using the statistical analysis tool set to develop a comprehensive satisfaction and data mining model for classification algorithms. A researcher-made questionnaire was used to collect the required data. Reliability and validity of the questionnaire have been calculated and confirm baxsed on content validity, construct validity, convergent validity, discriminant validity, Cronbach alpha, and composite reliability. Data analysis has been done with SPSS 22, Smart PLS3 and SPSS Modeler18. The results of this study indicate that public satisfaction of the healthcare services has a positive and significant relationship with the quality of health services, staff skills, access to services, and cost of services in order of priority. In addition, the demographic client features can affect their classification in terms of satisfaction.
Keywords:
#Satisfaction #Health-care Services #Structural Equations #Data Mining #Classification. Link
Keeping place: Central Library of Shahrood University
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