Customer & Employee Satisfaction in the Health Service Sector: Analysis and Measurement Methodologies

In order measure the competitiveness of a local Health Service organisation it is necessary to analyse not only internal performance levels but also the perceived quality of the services provided and the level of customer satisfaction attained; this is directly linked to the management aspects of the Healthcare provider. Therefore we suggest performing a comparison between the external and internal ‘image’ of the structure. In addition, having specified a global subjective measure of satisfaction, we will perform a comparison between customer and employee satisfaction. We will illustrate the results of a survey, carried out on two subject samples (customers and employees of the Healthcare provider in question) to which two different types of questionnaire, similar for some items, are provided.