The importance of implementing the quality management system and using quality strategies to improve the quality of medical services and increase customer satisfaction

Madar Anca () and Neacşu Nicoleta Andreea ()
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Madar Anca: Transilvania University of Brașov, Brașov, România, madaranca@gmail.com
Neacşu Nicoleta Andreea: Transilvania University of Brașov, Brașov, România, andreea.neacsu@unitbv.ro

Proceedings of the International Conference on Business Excellence, 2021, vol. 15, issue 1, 1150-1161

Abstract: The importance of medical services in the modern age is undeniable. In Romania, the state medical system faces a series of problems, which do not seem to have an immediate solution. These include: outdated infrastructure, lack of medical staff, lack of investment and poor organization. The specialized literature presents studies of patient satisfaction, performed on different sectors of the medical field. This paper aims to present the Romanian medical services market, and the users’ satisfaction with the medical services. In order to highlight the opinions and behaviors of Romanians about the medical services and the degree to which the provision of these services met their expectations, the authors conducted a qualitative marketing research among the Romanian population. The sampling method was non-random, and a questionnaire was displayed on a web page (Computer Assisted Web Interviewing) to collect the data. The research revealed that many Romanians prefer private medical services, even if they are more expensive, due to the cleanliness, promptness and quality of the medical act. The authors consider that the topic addressed is very relevant and that, based on the results of this research, the authorities involved can establish concrete measures in order to improve the quality of the medical services and increase customer satisfaction.

Keywords: quality; quality management; customer satisfaction; quality strategies; marketing research (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:poicbe:v:15:y:2021:i:1:p:1150-1161:n:8

DOI: 10.2478/picbe-2021-0107

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