Open AccessAnalysis of customer relationship management in hospitals and present an efficient model for CRM implementation in hospitals
Author(s) -
Ehsan Zamani,
Mohammad Jafar Tarokh
Publication year - 2016
Publication title -
bulletin de la société royale des sciences de liège
Language(s) - English
Resource type - Journals
ISSN - 1783-5720
DOI - 10.25518/0037-9565.6161
Subject(s) - customer relationship management , sample (material) , business , customer satisfaction , perspective (graphical) , field (mathematics) , operations management , knowledge management , marketing , process management , computer science , engineering , chemistry , mathematics , chromatography , artificial intelligence , pure mathematics
Today, as a business unit, health care organizations are more requiring high standards of customer relationship management from other industries. This study formed by organizational perspective to identify factors affecting customer satisfaction in medical centers .The study sample in this research is all the people who are somehow connected with hospitals for treatment and the sample size is 303 patients. In this study our aim is to introduce a model of customer relationship management which consists of seven components and the relationship between them. The model is the result of more than 40 models introduced and validated in the field of customer relationship management that presented since 1996 to the present. In the analysis done on data, we proved the new introduced model.