Patient Satisfaction Analysis of Service Quality with Importance Performance Analysis (IPA) Method and Customer Satisfaction Index (CSI)

Sembiring, Pasukat; Sinulingga, Ujian; Situmorang, Marihat

doi:10.5220/0010077609690974

Cited by 2 publications

(4 citation statements)

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“…Measurement of the level of satisfaction of passengers who use public mass transit services is carried out in the eighth stage. Calculation of CSI values is carried out in four stages (Sembiring et al, 2018;Utomo et al, 2013) 3 , i.e. :…”

Section: Methodsmentioning

confidence: 99%

“…public transport, passenger rail transport) is numerous. However, it should be emphasised that, apart from a few exceptions, there is still a lack of research works in the field of measuring how satisfied passengers are with the quality of public mass transit services that comprehensively analyse this problem (Sembiring et al, 2018;Justitia et al, 2019). Therefore, the paper's main objective is to develop a procedure for studying the level of passenger satisfaction when using public mass transit services, taking into account the use of CSI and IPA.…”

Section: Introductionmentioning

confidence: 99%

“…In the literature, different interpretations of the CSI value can be found, inter alia, in the works: (Justitia et al, 2019;Sembiring et al, 2018;Utomo et al, 2013. 5 Other names can also be found in the literature, such as IPA matrix (Biesok et al, 2016), quality map (Woźniak & Zimon, 2016), or IPA model (Rodzeń & Stoma, 2018).…”

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confidence: 99%

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Wrocław public transport passengers’ satisfaction survey by means of CSI and IPA

Dziaduch

2023

EiS

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The purpose of this paper was to assess the level of satisfaction of passengers using public transport services in Wrocław and to identify the quality characteristics that the service provider needs to improve if it wants to increase the overall quality of its services. The passenger satisfaction survey was conducted according to the stages of the developed procedure outlined in the article. In pursuit of the stated goal, CSI and IPA were used. The main measurement tool used was a survey questionnaire. The survey was conducted on a sample of 500 respondents, which allows us to trust the results at 95%, assuming an “estimation error” of ± 5%. A total of 14 transport demands were selected to evaluate the level of satisfaction of passengers using services provided by MPK Wrocław. Statistical analysis of the data was carried out using Statistica 13.3 software and using functions and commands available in Microsoft Excel. The results obtained allowed us to conduct a detailed analysis related to the level of the services quality of the Wrocław’s public transport. These results should be used by urban transport organisers and operators to shape their transport offerings, primarily in terms of increasing the quality of transport services. This is very important since it is, among other things, the quality of public mass transport that determines the quality of life of residents, as well as the conditions for economic development of the transport network.

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Section: Methodsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Wrocław public transport passengers’ satisfaction survey by means of CSI and IPA

Dziaduch

2023

EiS

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“…No significant relationship was confirmed between the patient, the perceived expertise of the pharmacist and the quality of the relationship and the self-efficacy of the drugs. Sembiring et al (2018) viewed the evaluation of the patients' satisfaction from a psychological point of view. According to him, satisfaction is the result of comparing the performance or the results that the patient really feels with the results he had already expected.…”

Section: Literature Reviewmentioning

confidence: 99%

The importance of evaluating inpatients? satisfaction with emphasis on the aspect of confidence

Gavurová

Kubák

2021

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Research background: The patients? confidence in physicians, as well as in healthcare personnel in general, is an important determinant of the patients? satisfaction and their loyalty. The patients? confidence as well as their overall satisfaction is influenced by many determinants, which are in a causal relation. Purpose of the article: The main aim of the study is to find out which socio-demographic factors influence the confidence of inpatients in physicians, nurses, other medical personnel, as well as in the treatment as such. The inpatients´ confidence is considered as an important dimension of the inpatients? satisfaction. Methods: The questionnaire consists of 112 structured and semi-structured sur-vey questions. It was inspired by the HCAHPS survey. The questionnaire was distributed both on-line and in paper form in the Czech Republic. The dataset consists of 1,479 observations (899 females and 580 males). The descriptive statistics and binary logistic regression were used to process all data. Findings & value added: The research revealed significant differences in the confidence of inpatients in physicians in relation to the physicians? communication styles regarding the inpatient?s gender. Males are more tolerant to the communication styles of physicians than women. There exists a relatively strong linear relationship between confidence in physicians, nurses, other healthcare professionals, and confidence in a treatment. Also, it was determined that in cases when a physician talks about an inpatient as if she/he is not there, the patient?s confidence in the medical personnel is reduced by 65%. Overall confidence in medical personnel is also gender biased i.e., in 87% of cases, women are more likely to have a higher confidence in medical personnel than men. The age of inpatients is not statistically significant and its impact on a confidence in medical personnel is neglectable.

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Patient Satisfaction Analysis of Service Quality with Importance Performance Analysis (IPA) Method and Customer Satisfaction Index (CSI)

Cited by 2 publications

References 0 publications

Wrocław public transport passengers’ satisfaction survey by means of CSI and IPA

Wrocław public transport passengers’ satisfaction survey by means of CSI and IPA

The importance of evaluating inpatients? satisfaction with emphasis on the aspect of confidence

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