| Many companies commit themselves to satisfying the request of their customers and increasing the level of customer satisfaction (CS), which they believe is vital to their survivals and development. A lot of economists maintain that improving CS can raise the company's competitiveness and thus increase its profit. All these paved the road into our issue of concern, customer focus. With this customer-focused idea, scholars of western countries, from qualitative standpoint, have found out there is positive correlativity among customer satisfaction, competitiveness and economic benefit of enterprises. According to this belief, market researchers have conducted a great deal of quantitative analysis and applied investigation results to evaluating many important operation mechanisms of enterprises, such as mechanisms among quality level, price, market share, and customer satisfaction. And then they have probed into relationship between customer satisfaction and enterprise profit. According to the western research results, there is quantitative positive correlativity between them. As for CS, China still follows her western counterparts. Although we still lag behind, at the same time we also achieved many fruits in this fields.In China, not-for-profit hospitals, as service provider for special customer, patient, which followed the mandatory planning of government, never adopted marketing in planned economy. With the penetration of medical reform, hospitals have to break through the bondage of traditional ideas, begin to play an active role in highly competitive medical market. But until now, there are still many problems and contradiction in hospital management system and operation mechanism. After China's entry into WTO, not-for-profit hospitals have to face fiercer competition from both domestic and foreign counterparts. So how to adjust themselves and adopt new marketing and management theories is a big challenge for not-for-profit hospitals in China. |
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