本文阐释顾客满意战略的内涵；着重对决定医疗服务需求者满意度的主要因素：医院服务需求者的期望值，医院是否遵循医疗服务的基本原则，医院的服务内容是否全面，医疗服务价格是否合理，医疗是否安全和后勤服务质量等方面进行分析；并对医院实施顾客满意战略的做法及成效进行论述。%The content of Customer Satisfaction Strategy was elaborated , then the influence factors were il-lustrated, which included the expectations of the patients , the executing of medical service regulation , the medical service item , the service price , medical service safety level and logistics service quality .Meanwhile , the practice and efficiency of Customer Satisfaction Strategy were also discussed .
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