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The Korean healthcare industry is rapidly changing along with the competition among hospitals. In the past, hospitals could make profit without designing competitive management strategies. Thus, they did not find importance in listening to customers` voices and identifying their wants. However, nowadays, the increasingly intense competition is encouraging hospitals to seriously consider competitive management strategies and Customer Relationship Management (CRM) activities to gain a competitive advantage and prosper. It tries to compare the expected satisfaction with the satisfaction of out-patient and in-patient and analysis of VOC(Voice of Customer). This survey was done from 27th, April, 2009 to 8th May and each 100 in-patients and out-patients. The paired t-test and descriptive analysis was used to analysis between before and after satisfaction. The result, the replied out-patients were the highest of I.M department, 43% and in-patients, surgery and other department are the highest each 22.0%. Nurses kindness is statistical significant in out-patients. Doctor, Nurse and staff`s kindness and rounding service was statistical significant in in-patients. Totally, the satisfaction was lower than expected satisfaction, so the medical care institutions should analyst detailed the patient`s satisfaction by VOC.

A Comparison Research on the Expected Satisfaction and Actual Satisfaction on VOC of one General Hospital