Measurement of internal customer satisfaction concerning facility management services in hospitals : proposals for the practice

Gerber, Nicole; Lange, Stefanie

doi:10.21256/zhaw-3490

Please use this identifier to cite or link to this item: https://doi.org/10.21256/zhaw-3490

Publication type:	Working paper – expertise – study
Title:	Measurement of internal customer satisfaction concerning facility management services in hospitals : proposals for the practice
Authors:	Gerber, Nicole Lange, Stefanie
DOI:	10.21256/zhaw-3490
Extent:	10
Issue Date:	Oct-2017
Publisher / Ed. Institution:	ZHAW Zürcher Hochschule für Angewandte Wissenschaften
Publisher / Ed. Institution:	Winterthur
Language:	English
Subject (DDC):	658.2: Facility Management
Abstract:	The measurement of customer satisfaction for facility management services in health care [FM in HC] has rarely been carried out until now, although it is clearly necessary for FM managers in hospitals. The aim was therefore to create, in accordance with the performance allocation model for non-medical support services in hospitals [LemoS], a standardized - and as simple as possible - basis for all departments, so that internal hospital customer satisfaction could be incorporated into future benchmarking initiatives. In an exploratory approach, solutions were developed based on literature research, which were validated in the interim by means of interviewing experts. Three surveying intensities are presented: The first level "Basic" is reduced to the three core questions of satisfaction research and forms the focus of this working paper. The second stage "Service Barometer" contains the 19 questions of the FM Service Barometer. The third level "Customized" is matched to the specific case. The proposals presented provide the first systematic basis for a coordinated approach of customer satisfaction measurements of FM in HC services. These proposals should be validated through use in practice and through dialogue with hospital partners (in the context of benchmarking initiatives).
URI:	https://digitalcollection.zhaw.ch/handle/11475/2177
License (according to publishing contract):	Not specified
Departement:	Life Sciences and Facility Management
Organisational Unit:	Institute of Facility Management (IFM)
Appears in collections:	Publikationen Life Sciences und Facility Management

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Gerber, N., & Lange, S. (2017). Measurement of internal customer satisfaction concerning facility management services in hospitals : proposals for the practice. ZHAW Zürcher Hochschule für Angewandte Wissenschaften. https://doi.org/10.21256/zhaw-3490

Gerber, N. and Lange, S. (2017) Measurement of internal customer satisfaction concerning facility management services in hospitals : proposals for the practice. Winterthur: ZHAW Zürcher Hochschule für Angewandte Wissenschaften. Available at: https://doi.org/10.21256/zhaw-3490.

N. Gerber and S. Lange, “Measurement of internal customer satisfaction concerning facility management services in hospitals : proposals for the practice,” ZHAW Zürcher Hochschule für Angewandte Wissenschaften, Winterthur, Oct. 2017. doi: 10.21256/zhaw-3490.

GERBER, Nicole und Stefanie LANGE, 2017. Measurement of internal customer satisfaction concerning facility management services in hospitals : proposals for the practice. Winterthur: ZHAW Zürcher Hochschule für Angewandte Wissenschaften

Gerber, Nicole, and Stefanie Lange. 2017. “Measurement of Internal Customer Satisfaction Concerning Facility Management Services in Hospitals : Proposals for the Practice.” Winterthur: ZHAW Zürcher Hochschule für Angewandte Wissenschaften. https://doi.org/10.21256/zhaw-3490.

Gerber, Nicole, and Stefanie Lange. Measurement of Internal Customer Satisfaction Concerning Facility Management Services in Hospitals : Proposals for the Practice. ZHAW Zürcher Hochschule für Angewandte Wissenschaften, Oct. 2017, https://doi.org/10.21256/zhaw-3490.