Analiza zadovoljstva strank v medicinskem centru Kalliste, d.o.o.

diplomsko delo visokošolskega strokovnega študija Organizacija in management delovnih procesov

Katja Šelih Car (Author), Mojca Bernik (Mentor)

Abstract

Podjetja se vse bolj zavedajo pomena sistematičnega spremljanja zadovoljstva strank, ki omogoča pravočasno izboljševanje in korektivno ukrepanje v primeru zaznanih sprememb v zadovoljstvu strank. Tega se zaveda tudi medicinski center Kalliste, d. o. o., ki teži k stalnemu izboljševanju zadovoljstva strank. V teoretičnem delu smo preučili zadovoljstvo strank z različnih vidikov pojmovanja avtorjev in metode za merjenje zadovoljstva strank. Prav tako smo preučili dejavnike, ki vplivajo na zadovoljstvo strank, in sicer odnos zaposlenih do strank v zdravstvu, pomen varovanja in spoštovanja zasebnosti strank, časovni vidik obravnave in izid zdravstvene obravnave. Empirični del zajema raziskavo med strankami v medicinskem centru Kalliste, d. o. o. Cilj naše raziskave je bil ugotoviti najpomembnejše dejavnike zadovoljstva strank in podrobneje raziskati zadovoljstvo strank v medicinskem centru Kalliste, d. o. o., na področju časovne obravnave, komunikacije, varovanja zasebnosti ter splošnega zadovoljstva strank z medicinskim centrom Kalliste, d. o. o. Rezultati so pokazali, da je najpomembnejši dejavnik zadovoljstva strank v centru doseganje dobrih rezultatov storitev, kar predstavljajo uspešno izvedeni posegi. Stranke so popolnoma zadovoljne z varovanjem zasebnosti, s komunikacijo in z odnosom osebja, nekoliko manj pa s časovno obravnavo strank. Splošna ocena zadovoljstva strank z medicinskim centrom Kalliste, d. o. o., je 4,70, kar pomeni, da so stranke s storitvami centra zadovoljne.

Keywords

zadovoljstvo strank;komunikacija s strankami;varovanje zasebnosti strank;

Data

Language:	Slovenian
Year of publishing:	2016
Typology:	2.11 - Undergraduate Thesis
Organization:	UM FOV - Faculty of Organizational Sciences
Publisher:	[K. Šelih Car]
UDC:	005
COBISS:	7658515
Views:	1369
Downloads:	182
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	CUSTOMER SATISFACTION ANALYSIS IN THE MEDICAL CENTRE KALLISTE, D.O.O.
Secondary abstract:	Companies are increasingly aware of the importance of systematic monitoring of customer satisfaction, which enables timely improvement and corrective measures in case of detected changes in customer satisfaction. The Medical Center Kalliste, d. o. o. is also aware of that, therefore it tends to the continuous improvement of customer satisfaction. In the theoretical part we have examined customer satisfaction from different points of view of the conception of the authors and the methods for measuring customer satisfaction. We have also examined the factors that affect customer satisfaction, namely, the attitude from employees to clients in health care, the importance of protecting and respecting the privacy of the clients, the time horizon of the treatment, and outcome of medical treatment. The empirical part encompasses the study among the clients in the Medical Center Kalliste, d. o. o. The aim of our study was to identify the most important factors of customer satisfaction and further investigate customer satisfaction in the Medical Center Kalliste, d. o. o., in the field of treatment time, communication, protecting privacy, and overall customer satisfaction with the Medical Center Kalliste, d. o. o. The results have shown that the most important factor of customer satisfaction is achieving good results of the service, which means successful interventions made in the Medical Center Kalliste, d. o. o. Clients are fully satisfied with the protection of privacy, communication and relations with staff, however, they are less satisfied with the treatment time of clients. Overall rating of customer satisfaction with the Medical Center Kalliste, d. o. o., it is 4.70, which means that clients are satisfied with the services of the center.
Secondary keywords:	customer satisfaction;communication with clients;the protection of client privacy;treatment time of clients;attitude to clients;
URN:	URN:SI:UM:
Type (COBISS):	Undergraduate thesis
Thesis comment:	Univ. v Mariboru, Fak. za organizacijske vede
Pages:	36 f., pril.
ID:	9151237