Please use this identifier to cite or link to this item:
https://doi.org/10.21256/zhaw-3490
Publication type: | Working paper – expertise – study |
Title: | Measurement of internal customer satisfaction concerning facility management services in hospitals : proposals for the practice |
Authors: | Gerber, Nicole Lange, Stefanie |
DOI: | 10.21256/zhaw-3490 |
Extent: | 10 |
Issue Date: | Oct-2017 |
Publisher / Ed. Institution: | ZHAW Zürcher Hochschule für Angewandte Wissenschaften |
Publisher / Ed. Institution: | Winterthur |
Language: | English |
Subject (DDC): | 658.2: Facility Management |
Abstract: | The measurement of customer satisfaction for facility management services in health care [FM in HC] has rarely been carried out until now, although it is clearly necessary for FM managers in hospitals. The aim was therefore to create, in accordance with the performance allocation model for non-medical support services in hospitals [LemoS], a standardized - and as simple as possible - basis for all departments, so that internal hospital customer satisfaction could be incorporated into future benchmarking initiatives. In an exploratory approach, solutions were developed based on literature research, which were validated in the interim by means of interviewing experts. Three surveying intensities are presented: The first level "Basic" is reduced to the three core questions of satisfaction research and forms the focus of this working paper. The second stage "Service Barometer" contains the 19 questions of the FM Service Barometer. The third level "Customized" is matched to the specific case. The proposals presented provide the first systematic basis for a coordinated approach of customer satisfaction measurements of FM in HC services. These proposals should be validated through use in practice and through dialogue with hospital partners (in the context of benchmarking initiatives). |
URI: | https://digitalcollection.zhaw.ch/handle/11475/2177 |
License (according to publishing contract): | Not specified |
Departement: | Life Sciences and Facility Management |
Organisational Unit: | Institute of Facility Management (IFM) |
Appears in collections: | Publikationen Life Sciences und Facility Management |
Files in This Item:
File | Description | Size | Format | |
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Measurement of Internal Customer Satisfaction _E_1.0.pdf | 355.98 kB | Adobe PDF | View/Open |
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Gerber, N., & Lange, S. (2017). Measurement of internal customer satisfaction concerning facility management services in hospitals : proposals for the practice. ZHAW Zürcher Hochschule für Angewandte Wissenschaften. https://doi.org/10.21256/zhaw-3490
Gerber, N. and Lange, S. (2017) Measurement of internal customer satisfaction concerning facility management services in hospitals : proposals for the practice. Winterthur: ZHAW Zürcher Hochschule für Angewandte Wissenschaften. Available at: https://doi.org/10.21256/zhaw-3490.
N. Gerber and S. Lange, “Measurement of internal customer satisfaction concerning facility management services in hospitals : proposals for the practice,” ZHAW Zürcher Hochschule für Angewandte Wissenschaften, Winterthur, Oct. 2017. doi: 10.21256/zhaw-3490.
GERBER, Nicole und Stefanie LANGE, 2017. Measurement of internal customer satisfaction concerning facility management services in hospitals : proposals for the practice. Winterthur: ZHAW Zürcher Hochschule für Angewandte Wissenschaften
Gerber, Nicole, and Stefanie Lange. 2017. “Measurement of Internal Customer Satisfaction Concerning Facility Management Services in Hospitals : Proposals for the Practice.” Winterthur: ZHAW Zürcher Hochschule für Angewandte Wissenschaften. https://doi.org/10.21256/zhaw-3490.
Gerber, Nicole, and Stefanie Lange. Measurement of Internal Customer Satisfaction Concerning Facility Management Services in Hospitals : Proposals for the Practice. ZHAW Zürcher Hochschule für Angewandte Wissenschaften, Oct. 2017, https://doi.org/10.21256/zhaw-3490.
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