Evaluation of a medical organization customer satisfaction taking into account emotionally colored information

This article is devoted to development of a methodology for assessing customer satisfaction of an enterprise that provides medical services to population taking into consideration emotionally charged information coming from customers. Authors analyzed several related publications on this issue. Based on that, the existing shortcomings of the methods under review were identified. To eliminate them, it is proposed to improve one of these methods. The improvement consists in adding an additional parameter to the mathematical model which characterizes emotional response of a client of a medical organization as feedback. A model for assessing patient satisfaction was chosen with due regard for customers’ emotions using fuzzy classifiers. A general scheme for calculating the integral indicator was given. The proposed methodology is described step by step. Each stage of the methodology was also studied in greater detail. During one of the stages, the experts determined a set of indicators for further research, which includes a parameter that describes a patient's emotional reaction. A numerical experiment was carried out that implements the proposed method and its results are described. Following on from the results of the computational experiment, conclusions were drawn.

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