Special Issues 2019

"Skills and competences in maritime logistics: managerial and organizational emerging issues for human resources"

The Call for Abstracts is available here.

Abstracts submission deadline: 15.2.2019 extended! 5.3.2019. Full papers submission deadline: 15.5.2019. Abstracts and full papers will undergo double blind review.

The Special Issue will be published in Septembre 2019.

 

"Studying organizations: identity, pluralism and change"

The proposal has a strong and direct connection with the annual Workshop of Researchers in the Organizational Field.

The Call for Papers is available here.

Full papers submission deadline: 15.4.2019. Full papers will undergo double blind review.

The Special Issue will be published in May 2019.

Qualità del servizio e soddisfazione. Un’indagine su una struttura sanitaria accreditata dalla regione Toscana

Essays
On issue: 
Field: 
Management
Abstract: 

L’obiettivo del presente lavoro è quello di verificare la relazione tra qualità del servizio e soddisfazione dell’utente in ambito sanitario e identificare le dimensioni del servizio che maggiormente determinano la soddisfazione del paziente, tra quelle che rientrano nella sfera di azione e governo dei professionisti sanitari.

I dati sono stati raccolti presso un ospedale privato accreditato presente in Toscana. Gli utenti della struttura che hanno compilato il questionario sono stati 60. Lo strumento d’indagine utilizzato è una rielaborazione del KQCAH (Key Quality Characteristics Assessment for Hospitals), in particolare sono state indagate le seguenti dimensioni: rispetto e cura, appropriatezza, informazione, pasti.

I risultati della regressione dimostrano che le variabili indagate determinano il 50% della varianza nei livelli di soddisfazione dei pazienti, specificamente “rispetto e cura” e “appropriatezza” sono risultate determinanti significative della soddisfazione.

 

The aim of this research is to verify the relationship between service quality and patient satisfaction. As of the latter we also identify the dimensions that mostly determine it among those related with health professionals’ duties.

Data were collected from an accredited Tuscan private hospital and the subjects who completed the questionnaire were 60. As of its structure it was composed by some of the scales of the KQCAH (Key Quality Characteristics Assessment for Hospitals), specifically focusing the following dimensions: respect and caring, appropriateness, information and meals.

Findings of the ordered logistic regressions show that the factors we investigated determine 50% of the variance of the patient satisfaction levels; the analysis also demonstrates that respect and caring and the appropriateness were significant determinants of satisfaction.