Network Analysis approach to customer satisfaction and service quality detection: an application to health-care services

In health-care systems, outsourcing refers to the practice of contracting external providers to perform certain functions or services that are traditionally performed by health system. So, health systems can often achieve cost savings by reducing the need for in-house staff and resources. It can also present challenges where patient confidentiality and data privacy are paramount. The objective of the paper is to assess the satisfaction levels of health systems with the outsourced services they utilize. To accomplish this, the paper employs Social Network Analysis (SNA) to create a methodology that considers both customer satisfaction and quality detection.