Customer Satisfaction and Service Marketing. Preethi Pradhan [email protected] 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?.
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Who is the key customer in the hospital?
0 = Patient Satisfied
- = Patient Dissatisfied
+ = Patient Delighted
Good Nursing Care
Less Waiting Time
Cooperation among the Staff
Communication & Information
Transparency in charges and proceduresPatient Expectations
Customer is unable to experience the‘product’ prior to ‘purchase’
Can’t be stored
Production & consumption
happen at the same place and cannot be separated
Reasons for Low Demand:
No one to Escort
Fear of Surgery
No desire for surgery
No time for Surgery
No money for surgery
Counseling to build confidence that Staff will take care
Free/subsidized SurgeryFactors that promote Demand - to the Rural areas & the poor