title: Surveying customer needs, not satisfaction, is crucial to CQI.
abstract: Experts say that understanding the differences between customer needs and customer satisfaction is crucial to hospitals' success in quality management. And hospitals on the leading edge are applying that theory to their programs.
authors.forename: M T
authors.initials: MT
authors.lastname: Koska
mesh_terms: D003625:Data Collection / Q000379:methods; D006301:Health Services Needs and Demand; D006739:Hospital Administration / Q000592:standards*; D017060:Patient Satisfaction; D010934:Planning Techniques; D011785:Quality Assurance, Health Care / Q000458:organization & administration*; D014481:United States