104 страниц. 2012 год. LAP Lambert Academic Publishing Patient satisfaction is considered as one of the desired outcomes of health care and it is directly related with utilization of health services. Asking the patients what they think about the care and treatment they received is an important step toward improving the quality of care and to insuring that local health services are meeting patient’s needs. Patients’ satisfaction is of fundamental importance as a measure of the quality of care because it gives information on the provider’s success in meeting client values and expectations, matters on which the client is the ultimate authority (Donabedian, 1980). Quality is one of the prime factors which affect satisfaction. There is a strong connection between health service quality perceptions and customer satisfaction. Only when the health service providers understand what exactly the customer (patient) wants when he says that he wants quality, will they be able to satisfy their patients and only then will it be a successful hospital.