The role of discriminant analysis in the refinement of customer satisfaction assessment

OBJECTIVE: To test discriminant analysis as a method of turning the information of a routine customer satisfaction survey (CSS) into a more accurate decision-making tool. METHODS: A 7-question, 10-multiple choice, self-applied questionnaire was used to study a sample of patients seen in two outpatie...

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Bibliographic Details
Published in:Revista de Saúde Pública
Main Authors: BD Verdessi, G Jara, R Fuentes, JC Gonzalez, F Espejo, AC de Azevedo
Format: Article
Language:English
Published: Universidade de São Paulo 2000-12-01
Subjects:
Análise discriminante
Satisfação dos consumidores
Satisfação do paciente
Gestão de qualidade total
Garantia de qualidade dos cuidados de saúde
Controle da qualidade
Qualidade dos cuidados de saúde
Online Access:http://www.scielo.br/scielo.php?script=sci_arttext&pid=S0034-89102000000600010&lng=en&tlng=en

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