Giovanni Improta, Alfonso Maria Ponsiglione, Gianluca Parente, Maria Romano, Giuseppe Cesarelli, Teresa Res, Mario Russo, Maria Triassi
December 2020. In book: 8th European Medical and Biological Engineering Conference
DOI: 10.1007/978-3-030-64610-3_59
Abstract
The implementation of the training courses is remarkable in the field of education, in order to analyze and observe individual’s perception of the experience. Aim of this work is the combination of two methods, the Likert scale and the Analytic Hierarchy Process (AHP), to evaluate the quality of the training activities offered at Centre of Biotechnology of the National Hospital A.O.R.N. “A. Cardarelli” of Naples to improve its service. In particular, through the application of the AHP we get a hierarchy of needs but not information about user satisfaction, which is obtained with Likert scale. The synergistic application of both methods provided the necessary information to improve the service quality, allowing to identify the most valuable service features and, in case, improve them in order to meet users’ satisfaction. However, a continuous collection of users’ opinions is necessary.