Abstract
The transformation of hospitals into companies has made the concept of quality even more important. The hospital to compete must be able not only to provide good service, but also to put in place a whole series of actions that lead the user throughout the service delivery process. To do this, it requires skills and training programs that can verify and evaluate the services offered to the citizen/patient. In this study, the aim is to evaluate the level of quality achieved in the delivery of a High Health Education service provided at the Biotechnology Center of the A.O.R.N. “A. Cardarelli” in Naples. The main method adopted for collecting the desired information was a questionnaire, identified as the tool for excellence for quantitative measurement. The questionnaires were submitted to 341 learners who attended the following Higher Education courses. Then, analysis was carried out using two different methodologies: the constant sum scale and pairwise comparison. The decomposition of the problem into criteria and sub-criteria of interest made it possible to identify the degree of importance of each requirement. In general, learners preferred attributes such as the duration, preparation and interpersonal skills of the teacher and fewer elements of logistics. A training program, of whatever nature, cannot ignore an evaluation aimed at determining its effectiveness and efficiency. In this study, we intend to propose analysis strategies based on simple collection tools, such as questionnaires, that help to understand learners’ needs. In this way, changes in these needs over time can be monitored in order to activate a process of continuous service improvement.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Aggarwal, A., Aeran, H., Rathee, M.: Quality management in healthcare: The pivotal desideratum. J. Oral Bio. Craniofac. Res. 9(2), 180–182 (2019)
Mosadeghrad, A.M.: Healthcare service quality: towards a broad definition. Int. J. Health Care Qual. Assur. (2013)
Mosadeghrad, A.M.: Towards a theory of quality management: an integration of strategic management, quality management and project management. Int. J. Model. Oper. Manag. 2(1), 89–118 (2012)
Mosadeghrad, A.M.: Factors influencing healthcare service quality. Int. J. Health Pol. Manag. 3(2), 77–89 (2014). https://doi.org/10.15171/ijhpm.2014.65
Ferraro, A., et al.: Implementation of lean practices to reduce healthcare associated infections. Int. J. Healthc. Technol. Manag. 18(1–2), 51–72 (2020)
Cesarelli, Giuseppe, Montella, Emma, Scala, Arianna, Raiola, Eliana, Triassi, Maria, Improta, Giovanni: DMAIC Approach for the Reduction of Healthcare-Associated Infections in the Neonatal Intensive Care Unit of the University Hospital of Naples ‘Federico II.’ In: Jarm, Tomaz, Cvetkoska, Aleksandra, Mahnič-Kalamiza, Samo, Miklavcic, Damijan (eds.) EMBEC 2020. IP, vol. 80, pp. 414–423. Springer, Cham (2021). https://doi.org/10.1007/978-3-030-64610-3_48
Trunfio, T.A., Scala, A., Borrelli, A., Sparano, M., Triassi, M., Improta, G.: Application of the Lean Six Sigma approach to the study of the LOS of patients who undergo laparoscopic cholecystectomy at the San Giovanni di Dio and Ruggi d’Aragona University Hospital. In: 2021 5th International Conference on Medical and Health Informatics, pp. 50–54 (2021)
Improta, G., Borrelli, A., Triassi, M.: Machine learning and lean six sigma to assess how COVID-19 has changed the patient management of the complex operative unit of neurology and stroke unit: a single center study. Int. J. Environ. Res. Public Health 19(9), 5215 (2022)
Trunfio, T.A., et al.: Multiple regression model to analyze the total LOS for patients undergoing laparoscopic appendectomy. BMC Med. Inform. Decis. Mak. 22(1), 1–8 (2022)
Scala, A., et al.: Regression models to study the total LOS related to valvuloplasty. Int. J. Environ. Res. Public Health 19(5), 3117 (2022)
Montella, E., Ferraro, A., Sperlì, G., Triassi, M., Santini, S., Improta, G.: Predictive analysis of healthcare-associated blood stream infections in the neonatal intensive care unit using artificial intelligence: a single center study. Int. J. Environ. Res. Public Health 19(5), 2498 (2022)
Trunfio, T.A., Borrelli, A., Improta, G.: Is it possible to predict the length of stay of patients undergoing hip-replacement surgery? Int. J. Environ. Res. Public Health 19(10), 6219 (2022)
Ponsiglione, A.M., Cosentino, C., Cesarelli, G., Amato, F., Romano, M.: A comprehensive review of techniques for processing and analyzing fetal heart rate signals. Sensors 21(18), 6136 (2021)
Ponsiglione, A.M., Amato, F., Romano, M.: Multiparametric investigation of dynamics in fetal heart rate signals. Bioengineering 9(1), 8 (2021)
Improta, G., Mazzella, V., Vecchione, D., Santini, S., Triassi, M.: Fuzzy logic–based clinical decision support system for the evaluation of renal function in post-transplant patients. J. Eval. Clin. Pract. 26(4), 1224–1234 (2020)
Santini, S., et al.: Using fuzzy logic for improving clinical daily-care of β-thalassemia patients. In: 2017 IEEE International Conference on Fuzzy Systems (FUZZ-IEEE), pp. 1–6. IEEE (2017)
Improta, G., Converso, G., Murino, T., Gallo, M., Perrone, A., Romano, M.: Analytic hierarchy process (AHP) in dynamic configuration as a tool for health technology assessment (HTA): the case of biosensing optoelectronics in oncology. Int. J. Inf. Technol. Decis. Mak. 18(05), 1533–1550 (2019)
Improta, G., et al.: An innovative contribution to health technology assessment. In: Ding, W., Jiang, H., Ali, M., Li, M. (eds.) Modern advances in intelligent systems and tools. Studies in Computational Intelligence, vol. 431, pp. 127–131. Springer, Berlin, Heidelberg (2012). https://doi.org/10.1007/978-3-642-30732-4_16
Saif, N.I.: The effect of service quality on student satisfaction: a field study for health services administration students. Int. J. Humanit. Soc. Sci. 4(8), 172–181 (2014)
Carlucci, D., Renna, P., Schiuma, G.: Evaluating service quality dimensions as antecedents to outpatient satisfaction using back propagation neural network. Health Care Manag. Sci. 16(1), 37–44 (2013)
Borishade, T.T., Ogunnaike, O.O., Salau, O., Motilewa, B.D., Dirisu, J.I.: Assessing the relationship among service quality, student satisfaction and loyalty: the NIGERIAN higher education experience. Heliyon 7(7), e07590 (2021)
Wang, Y.M., Chin, K.S.: A linear goal programming approach to determining the relative importance weights of customer requirements in quality function deployment. Inf. Sci. 181(24), 5523–5533 (2011)
Ponsiglione, A.M., Amato, F., Cozzolino, S., Russo, G., Romano, M., Improta, G.: A hybrid analytic hierarchy process and Likert scale approach for the quality assessment of medical education programs. Mathematics 10(9), 1426 (2022)
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2023 IFIP International Federation for Information Processing
About this paper
Cite this paper
Ponsiglione, A.M. et al. (2023). Sustaining Continuous Improvement of a Higher Health Education Service Through Analytical Methodologies for Determining Customer Satisfaction. In: McDermott, O., Rosa, A., Sá, J.C., Toner, A. (eds) Lean, Green and Sustainability. ELEC 2022. IFIP Advances in Information and Communication Technology, vol 668. Springer, Cham. https://doi.org/10.1007/978-3-031-25741-4_21
Download citation
DOI: https://doi.org/10.1007/978-3-031-25741-4_21
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-031-25740-7
Online ISBN: 978-3-031-25741-4
eBook Packages: Computer ScienceComputer Science (R0)