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Health services play an extremely important role in the quality of citizens’ life. People demand increasingly good health care services as a result of their inherent need for high quality health services, the prevailing high living and cultural standards of modern life and the technological and medical advancements. This paper examines the satisfaction of citizens from a public hospital in terms of the perceived quality of its characteristics. In effect, an effort is made to answer the question ‘what is it that citizens expect from the hospital in their town.’ In order to analyze satisfaction the multicriteria MUSA method has been used, while the classification of the examined characteristics has been based on the Kano’s theory of attractive quality. Analysis highlighted certain characteristics of the hospital as of expected, desired or attractive quality. With respect to the criteria studied, personnel and services were highlighted as of expected quality or must-be characteristics. Hygiene, hospital’s location and additional services were specified as of desired quality (one-dimensional characteristics), while facilities-infrastructure was described as of attractive quality. |
