Оценка удовлетворенности клиентов медицинской организации с учетом эмоционально окрашенной информации
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Научный журнал Моделирование, оптимизация и информационные технологииThe scientific journal Modeling, Optimization and Information Technology
Online media
issn 2310-6018

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

idMineeva E.A. idBogdanova D.R. idKotelnikov V.A.

UDC 004.9
DOI: 10.26102/2310-6018/2023.41.2.001

  • Abstract
  • List of references
  • About authors

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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Mineeva Ekaterina Andreevna


Ufa University of Science and Technology

Ufa, The Russian Federation

Bogdanova Diana Radikovna
Candidate of Technical Sciences Associate Professor

WoS | Scopus | ORCID | eLibrary |

Ufa University of Science and Technology

Ufa, The Russian Federation

Kotelnikov Vitaliy Aleksandrovich
Candidate of Technical Sciences

WoS | ORCID | eLibrary |

Ufa University of Science and Technology

Ufa, The Russian Federation

Keywords: affective computing, fuzzy sets, fishburn scores, customer satisfaction, medical services

For citation: Mineeva E.A. Bogdanova D.R. Kotelnikov V.A. Evaluation of a medical organization customer satisfaction taking into account emotionally colored information. Modeling, Optimization and Information Technology. 2023;11(2). Available from: https://moitvivt.ru/ru/journal/pdf?id=1330 DOI: 10.26102/2310-6018/2023.41.2.001 (In Russ).


Full text in PDF

Received 11.03.2023

Revised 03.04.2023

Accepted 12.04.2023

Published 12.04.2023