Modeling the Quality and Reliability Dependent Customer Satisfaction in Healthcare

The importance of customer satisfaction is quite evident to anybusiness or organization mainly because it plays a vital role in anyindustry. but unfortunately when it comes to health care and morespecifically, hospitals, clinics and health systems, enormous rate offailure related to quality and reliability of services which isconsequently followed by customer dissatisfaction is reported[1, 2].and that’s because hospital “customers” are very different than thosein any other industry for one important reason, they don’t want to bethere. this paper aims to investigate the failure data related tocustomer satisfaction on account of quality and reliability. number offailures and severity were used to model the quality relatedsatisfaction, while reliability related satisfaction is modeled basedupon number of visits to hospital (including its clinic), delays beforereceiving treatments and time interval between visits. eventually themodel is constructed on basis of quality and reliability relatedsatisfaction values.