Strengths and weaknesses analysis of overall management strategy for medical services in Shenzhen as measured by customer satisfaction

Objective To evaluate the strengths and weaknesses of the overall management strategy of medical services in Shenzhen from the perspective of the customer satisfaction.Methods By means of statistical description,variance analysis,and the Magic Quadrant analysis,statistical analysis was made on the satisfaction survey data for all levels of medical institutions in Shenzhen from 2005 to 2007.Results From the perspective of customer satisfaction,the first class hospitals enjoy a greater advantage in medical expenses,medical environment,and service concepts,yet the second class ones maintain an obvious advantage in overall management quality improvement.Conclusions Customer satisfaction for all levels of medical organizations in Shenzhen keeps improving year by year,but different medical organizations behave differently in their overall management strategy. Key words: Customer satisfaction; Medical services; Overall management; Strengths and weaknesses analysis