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SATISFACTION SURVEY
A TOOL TOWARDS QUALITY IMPROVEMENT
ABSTRACT
A customer satisfaction survey is only valuable if the right questions are asked, results
reviewed and understood. Customer expectations are changing more rapidly than ever.
Evolving technologies and increasing global competition present customers with a greater array
of enticing options every day. Conducting a customer satisfaction survey helps you to stay
current with these developing expectations, as well as consumer trends that impact buying
decisions. This is essential for the continued success and growth of your business.
This descriptive method research utilized the triangulation of survey, unstructured
interview, and field visit to determine the extent of satisfaction of the respondents on services
being offered by the Barangay Health Centre in Barangay Dinapa. The Respondents Satisfaction
Survey (RSS) was prepared in English and was translated in vernacular language of the 242
randomly selected respondents in the locality that has been identified through stratified
sampling techniques with equal allocation each of barangay healthcare services. With the data
obtained from a sample of 242 respondents from three stratum, the results obtained shows
that there is no significant difference on the extent of satisfaction when respondents are
grouped according to their age, sex and monthly income. Findings of the study also shows that
respondents are satisfied with all the five services offered by the Barangay Health Centre. The
results on the present study also showed that although the respondents are all satisfied on the
services offered, some aspects of services indicated some degree of dissatisfaction.
Keyword: Respondents, Extent of Satisfaction, Barangay Health Centre, Services, Quality
INTRODUCTION
It’s an old adage that you should “inspect what you expect.” Once your organization fully
comprehends the concept that the customer experience is a journey that starts with the first
encounter and should never end, it’s critical to evaluate your performance. The Centre For
Client Retention (TCFR) has developed the Repeat Business Scorecard, based on customer
satisfaction survey elements. These customer service skills are based on the areas covered in
Richard Shapiro’s newest book, The Endangered Customer, 8 Steps to Guarantee Repeat
Business.
Through TCFCR’s customer satisfaction survey tool, clients are able to see how their agent’s
customer service skills compare against other companies. These studies enables you to
measure your performance against previous results as well as other companies within and
outside of your industry, in an effort to achieve best-in-class service delivery. A thorough
understanding of the needs and expectations of the community about the healthcare services
can help in better delivery and higher utilization of services. Feedback from clients is vital if
deficiencies are to be identified and improvements achieved. Satisfaction can be defined as the
extent of an individual’s experience compared with his or her expectations. Customer
satisfaction is an important indicator of quality of primary care and healthcare performance.
Continuous quality improvement is linked to use of timely and useful feedback from clients.
The overall satisfaction is an important outcome measure for health services. Patient care
is not considered to be of high quality unless the patient is satisfied. This study attempts to find
out clients extent satisfaction of the primary healthcare services provided by the Barangay
Health Centre when they are group according to their profile in terms of age, sex and income,
test whether there is a significant difference in the respondents satisfaction ratings when they
are group according to their profile and identify their comments and suggestions to further
improve barangay healthcare services.
The study determined the extent of the respondents’ satisfaction on the services provided
by the Barangay Health Centre. It also aimed to test whether there is a significant difference on
the extent of satisfaction of respondents when group according to their profile in terms of age,
sex and income. Needs, comments and suggestions from of the respondents to improve
services of BHC were also identified.
METHODOLOGY
To treat the data, statistical tools such as frequency count, weighted mean, percentage
and One Way Analysis of Variance (ANOVA) were utilized. ANOVA is used to determine whether
there are any statistical significant differences between the means of two or more independent
groups. According to Shutler, (2002), ANOVA is a general method for studying sampled data
relationships which enables to test the difference between two or more sample means to be
analysed achieved by subdividing the total sum of squares.
The result is the same as the t-test for independent samples when comparing two
different means (Ferguson, 1989) which considered this test as a special case one-way ANOVA
(Park, 2005). These are the statistical tools used in the study to identify the difference of the
level of satisfaction of the respondents when group according to their profile with two or more
variable means.
1. Extent of Respondents Satisfaction on the Services Offered by the Barangay Health Centre
Action on requests/medical
services/projects 2.67 3 Satisfied
Quality of
service/facilities/equipment offered 2.60 4 Satisfied
below 61
Services 30 31-40 41-50 51-60 above WMA Description
Availability of medicine/first aid 2.96 2.72 2.73 2.63 2.71 2.75 Satisfied
Quality of Satisfied
service/facilities/equipment
offered 3.02 2.93 2.85 2.96 2.82 2.92
When grouped according to respondents’ sex, table 3 shows the extent of their satisfaction.
The F-computed value of 0.000355 is within the critical value of 5.317655 at 0.05 level of
significance with 1 and 8 degrees of freedom, the null hypothesis is accepted. This means that
the respondents did not differ significantly in their extent of satisfaction on barangay healthcare
services when grouped according to sex. It shows that sex is apparently not a factor in the
perception of respondents’ satisfaction. Regardless of gender, the respondents have the same
level of satisfaction on the services provided by BHC. Female has the highest satisfaction rate in
the services provided by BHC. This maybe explained due to the fact that women frequently visits
the healthcare centre and men are always at work.
Table 4. Satisfaction Rating When Grouped According to Income
Action on requests/medical
3.05 3.15 2.86 4.00 3.26 Satisfied
services/projects
Quality of service/facilities/equipment
2.99 3.09 2.57 3.17 2.96 Satisfied
offered
When grouped according to respondents’ income, table 4 shows the extent of their
satisfaction. The F-computed value of 2.750 is within the critical value of 3.238872 at 0.05 level
of significance with 3 and 16 degrees of freedom, the null hypothesis is accepted. This means
that the respondents did not differ significantly in their extent of satisfaction on barangay
healthcare services when grouped according to income. It shows that income is apparently not a
factor in the perception of respondents’ satisfaction. Regardless of income, the respondents have
the same level of satisfaction on the services provided by BHC. Respondents who has an income
above 15,000 has the highest satisfaction rate in the services provided by BHC.
CONCLUSIONS AND RECOMMENDATIONS
Additional of supply of
1 79 49.07
medicine
Provide additional
2 31 19.25
equipment/facilities
Proper information
5 7 4.35
dissemination
Table 5 provides the comments and suggestions offered by the respondents to further
improve the services of the Barangay Health Centre in barangay Dinapa. The most frequent
suggestion provided by 49.07% of respondents is to have an additional supply of medicine. And
31 out of 161 suggested feedbacks of respondents is to provide an additional equipment and
facilities, 22 out of 161 comments is to provide an additional lying-in, 8 out of 161 comments is
for unity and cooperation, 7 out 161 suggestions is for proper information dissemination, 6 out
of the total suggested feedbacks for service quality improvement is for proper waste disposal
and 5 out total suggested feedbacks of respondents is for an additional nurses and midwives in
the BHC. Only 3 out of 161 suggested comments of respondents is to provide and give a medical
assistance to every member of the community. What can be drawn from these suggestions is
that respondents would be certainly satisfied if they get fair and sufficient healthcare service
that would make them feel well served.
REFERENCES
Galhotra A, Sarpal SS, Gupta S, Goel Nk. A cross-sectional study on patient satisfaction
toward services received at rural health centre, Chandigarh, North India. Ann Trop Med
Public Health 2013;6:240-4.
Patro BK, Kumar R, Goswami A, Nongkynrih B, Pandav CS. Community perception and
client satisfaction about primary health care services in an urban resettlement colony of
New Delhi. Indian J Community Med 2008;33:250-4.
Perguson, George A. and Takane, Yoshio (1989). Statistical analysis in psychology and
education, sixth edition. Singapore: McGraw Hill Book Co. ISBN 0-07-100438-6, p251
http://tcfr.com/about-tcfr/customer-satisfaction-survey-research/