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[{"key": "dc.contributor.advisor", "value": "Suoranta, Mari", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Viitanen, Lauri", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2021-06-21T11:06:34Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2021-06-21T11:06:34Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2021", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/76762", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Terveyspalveluita tuottavat organisaatiot ovat eneneviss\u00e4 m\u00e4\u00e4rin kiinnostuneita asiakastyytyv\u00e4isyyden mittaamisesta ja kokemustiedon hy\u00f6dynt\u00e4mist\u00e4 operatiivisen toiminnan kehitt\u00e4misess\u00e4. Systemaattinen palautteen keruu ja mittaristojen kuten suositteluindeksin (Net Promoter Score, NPS) k\u00e4ytt\u00f6 eiv\u00e4t kuitenkaan ole viel\u00e4 vakiintuneita. \n\nTutkimuksessa selvitettiin, mink\u00e4laisia kokemuksia julkisen sektorin terveyspalveluorganisaatioilla on asiakaskokemuksen mittaamista. Tutkimuskysymykset olivat 1) Kuinka julkiset terveyspalveluorganisaatiot mittaavat asiakaskokemusta hy\u00f6dynt\u00e4en NPS-suositteluindeksi\u00e4? 2) Miten mittausten tuottamaa tietoa hy\u00f6dynnet\u00e4\u00e4n palvelujen laadun kehitt\u00e4misess\u00e4? 3) Mitk\u00e4 ovat asiakaskokemuksen mittaamisen hy\u00f6dyt? \n\nTutkimus toteutettiin vuoden 2019 aikana haastatellen seitsem\u00e4\u00e4 henkil\u00f6\u00e4, jotka ty\u00f6skentelev\u00e4t terveyspalveluorganisaatioissa asiakaskokemuksen mittaamisen vastuuhenkil\u00f6int\u00e4. Teemahaastattelujen aiheita olivat: haastateltavan ja organisaation taustatiedot, NPS-mittaustiedon ker\u00e4\u00e4minen ja hy\u00f6dynt\u00e4minen, asiakaskokemuksen mittaamisen hy\u00f6dyt ja haasteet. Aineiston analysointiin k\u00e4ytt\u00e4en sis\u00e4lt\u00f6analyysin menetelm\u00e4\u00e4. \n\nTutkimuksen perusteella terveyspalveluja tuottavat organisaatiot ovat vasta viime vuosina alkaneet toteuttaa systemaattisesti asiakaspalautteen keruuta ja hy\u00f6dynt\u00e4mist\u00e4 palvelujensa kehitt\u00e4misess\u00e4. T\u00e4ll\u00e4 hetkell\u00e4 mittaamista toteutetaan tutkimukseen osallistuneissa organisaatioissa melko laajasti. Kokemustietoa ker\u00e4t\u00e4\u00e4n palautelaitteiden avulla eri toimipisteiss\u00e4 ja verkkosivuilla olevien kyselyjen kautta. Suositteluindeksin (NPS) rinnalla k\u00e4ytet\u00e4\u00e4n my\u00f6s muita mittareita. Ker\u00e4tty\u00e4 tietoa analysoidaan s\u00e4\u00e4nn\u00f6llisesti osana operatiivista toimintaa ja tietoja jaetaan organisaatiossa sis\u00e4isesti. Asiakaskokemustieto on my\u00f6s t\u00e4rke\u00e4 osa toiminnan vuosittaista raportointia. Mittaamisen avulla saatavaa positiivista palautetta k\u00e4ytet\u00e4\u00e4n henkil\u00f6st\u00f6n motivointiin. Palautetietoa jaetaan osittain my\u00f6s ulosp\u00e4in, mik\u00e4 lis\u00e4\u00e4 toiminnan l\u00e4pin\u00e4kyvyytt\u00e4. Asiakaskokemuksen mittaamiseen liittyvin\u00e4 haasteina mainittiin palautteenkeruuty\u00f6kaluihin liittyv\u00e4t investoinnit sek\u00e4 henkil\u00f6resurssien kohdentaminen palautteen hy\u00f6dynt\u00e4miseen. \n\nTutkimuksen perusteella asiakaskokemuksen monikanavainen mittaaminen ja keskitetyt raportointiratkaisut mahdollistavat palvelutuottajaorganisaatioita hallitsemaan palautetietoa tehokkaasti ja hy\u00f6dynt\u00e4m\u00e4\u00e4n sit\u00e4 toiminnan kehitt\u00e4misess\u00e4. Suositteluindeksin rinnalla on suositeltavaa k\u00e4ytt\u00e4\u00e4 my\u00f6s muita mittareita ja palautteenkeruutapoja.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Healthcare organizations are increasingly interested in measuring customer experience and satisfaction for the purposes of improving their daily operations and service quality. Experiences of using systematic techniques and established metrics such as Net Promoter Score (NPS) to measure customer experience are not well established.\n\nThe aim was to study the experiences of public healthcare organizations in Finland on measuring customer experience. The research questions were: 1) How do public healthcare organizations measure customer experience utilizing the NPS metric? 2) How the gathered NPS data is used to improve customer experience and service quality? 3) What are the experienced benefits of measuring customer experience using the NPS?\n\nThe study was conducted in 2019 by interviewing seven representatives responsible for customer experience measurement in public healthcare organizations. Semi-structured interviews included the following themes: Interviewee\u2019s and their organizations\u2019 background information, NPS data collection and utilization of the results, benefits and challenges of measuring customer experience. The research data was analyzed by using content analysis method.\n\nHealthcare organizations have recently started measuring customer experience systematically and utilizing the results in improving their service quality. In the participated organizations, NPS measurement is extensively used. The measurement activities are organized using customer feedback devices ja feedback surveys in the webpages. Other metrics are also used with the NPS. The organizations utilize the results as a part of their operations. In addition, the results are shared internally, and they are essential part of operational annual reporting. Positive feedback is used to motivate employees. The results from the customer experience measurement are shared externally that is to increase the transparency of business and operations. Challenges of the measurement are related to the lack of needed investments and allocated staff resources for the measurements.\n\nBased on the study, multichannel measurement of customer experience and centralized feedback reporting solutions enable the service provider organizations to manage customer experience data effectively and utilize the results for the improvement of their services. In addition to the NPS data, it is recommended to use other metrics, formats and channels to gather customer feedback data.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Miia Hakanen (mihakane@jyu.fi) on 2021-06-21T11:06:34Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2021-06-21T11:06:34Z (GMT). No. of bitstreams: 0\n Previous issue date: 2021", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "74", "language": "", "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.format.mimetype", "value": "application/pdf", "language": null, "element": "format", "qualifier": "mimetype", "schema": "dc"}, {"key": "dc.language.iso", "value": "eng", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "healthcare organization", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "Net Promoter Score (NPS)", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "quality of service", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Measuring customer experience using Net Promoter Score (NPS) : Case public healthcare organizations in Finland", "language": "", "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "master thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-202106213955", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4 University School of Business and Economics", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4n yliopiston kauppakorkeakoulu", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Taloustieteet", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Business and Economics", "language": "en", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Markkinointi", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Marketing", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "yvv.contractresearch.funding", "value": "0", "language": "", "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_bdcc", "language": null, "element": "type", "qualifier": "coar", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "openAccess", "language": null, "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "masterThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.subject.oppiainekoodi", "value": "20423", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "terveyspalvelut", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakastyytyv\u00e4isyys", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakaskokemus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "laatu", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "health services", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "customer satisfaction", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "customer experience", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "quality", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.format.content", "value": "fulltext", "language": null, "element": "format", 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