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A New Service Class Scheme for Service Innovation in Japanese Automation Industry Read chapter Read first chapter

2017 | OriginalPaper | Chapter

The Effects of Waiting Time, Length of Stay, and Hospital Remodeling on the Structure of Patient Satisfaction

Authors : Masumi Okuda, Akira Yasuda, Shusaku Tsumoto

Published in: Serviceology for Smart Service System

Publisher: Springer Japan

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Abstract

Patient surveys at a Japan hospital were analyzed using distance to explore changes in similarities among care services, by waiting time, length of stay, and hospital remodeling. In an outpatient survey, the overall rating moved from a general interpersonal skill cluster to a personalized care cluster as waiting time became longer. In an inpatient survey, the three clusters of environment, interpersonal skills, and technical skills were consolidated into environment and the other one as length of stay became longer. After hospital remodeling, overall rating moved to a different cluster. Analysis using distance has the potential to explore the hidden structure of patient satisfaction.

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previous chapter Physiological Detection of Satisfaction for Services by Body Motion Wave Revealing Unconscious Responses Reflecting Activities of Autonomic Nervous Systems
next chapter Service Satisfaction and Consciousness-Attitude Gap for Foreign Tourists Visiting Japan
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Metadata
Title
The Effects of Waiting Time, Length of Stay, and Hospital Remodeling on the Structure of Patient Satisfaction
Authors
Masumi Okuda
Akira Yasuda
Shusaku Tsumoto
Copyright Year
2017
Publisher
Springer Japan
Book
Serviceology for Smart Service System

Print ISBN: 978-4-431-56072-2

Electronic ISBN: 978-4-431-56074-6

Copyright Year: 2017

DOI
https://doi.org/10.1007/978-4-431-56074-6_32

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