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

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 These include: outdated infrastructure, lack staff, investment and poor organization.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