Nurses' Perceptions: Role in Service Quality and Customer Satisfaction - Couverture souple

Martin, Vivienne M.

 
9783659839290: Nurses' Perceptions: Role in Service Quality and Customer Satisfaction
Couverture souple
ISBN 10 : 3659839299 ISBN 13 : 9783659839290
Editeur : Scholars' Press, 2016

Synopsis

Front-line employees play an essential role in service quality and customer satisfaction; customers’ experiences and perceptions of the service they received are formed by their interactions with these employees. The purpose of this qualitative, phenomenological study was to explore registered nurses’ perceptions of their role in service quality and customer satisfaction. The findings of the study suggested that most of the registered nurses perceived that they played an essential role in service quality and customer satisfaction and confirmed that there was no set way of satisfying customers. Seven themes emerged from the data: providing efficient, effective, customer-focused care; importance of communication; importance of collaboration; importance of support of leadership; discrepancies with customer satisfaction scores; importance of customer satisfaction scores to organization’s success; and effects of staffing on customer satisfaction. The results of the study indicated that efforts should focus on individualizing the needs of customers. Service quality and customer satisfaction affect the bottomline of businesses. Read and learn more!

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Présentation de l'éditeur

Front-line employees play an essential role in service quality and customer satisfaction; customers’ experiences and perceptions of the service they received are formed by their interactions with these employees. The purpose of this qualitative, phenomenological study was to explore registered nurses’ perceptions of their role in service quality and customer satisfaction. The findings of the study suggested that most of the registered nurses perceived that they played an essential role in service quality and customer satisfaction and confirmed that there was no set way of satisfying customers. Seven themes emerged from the data: providing efficient, effective, customer-focused care; importance of communication; importance of collaboration; importance of support of leadership; discrepancies with customer satisfaction scores; importance of customer satisfaction scores to organization’s success; and effects of staffing on customer satisfaction. The results of the study indicated that efforts should focus on individualizing the needs of customers. Service quality and customer satisfaction affect the bottomline of businesses. Read and learn more!

Biographie de l'auteur

Born to Welesley & Adassa Campbell in Jamaica; who taught me that regardless of who I am, I can attain my dreams if I trusted God to help. My husband, Conrad Martin and sons, Conrad, Jr and Christopher are my inspiration. Customer satisfaction is an important part of the business of health care. This work is a resource for other industries as well.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
Scholars' Press
Date d'édition
2016
Langue
anglais
ISBN 10 
3659839299
ISBN 13 
9783659839290
Reliure
Broché
Nombre de pages
172
Coordonnées du fabricant
non disponible
Personne responsable
non disponible