The following information was submitted:
Transactions: WSEAS TRANSACTIONS ON INFORMATION SCIENCE AND APPLICATIONS
Transactions ID Number: 88-375
Full Name: Ching-Kuo Wei
Position: Assistant Professor
Age: ON
Sex: Male
Address: No.58, Sec.2,Sihchuan Rd.,Banciao City,Taipei Country,Taiwan.
Country: TAIWAN
Tel: 886-2-77380145#6230
Tel prefix: 886-2
Fax: 886-2-77380898
E-mail address: FL003@mail.oit.edu.tw
Other E-mails: wait1209@kimo.com
Title of the Paper: Development the Strategics and Customer Relationship Management Model for Medical Center Outpatient Services
Authors as they appear in the Paper: Ching-Kuo Wei Ming-Chin Yang Kuo-Piao Chung
Email addresses of all the authors: CKW:FL003@mail.oit.edu.tw MCY: mcyang637@ntu.edu.tw KPC: kpchung@ntu.edu.tw
Number of paper pages: 10
Abstract: After the implementation of national health insurance in Taiwan, the hospitals are facing severe operational competition, particularly in Taipei. Thus, to develop customer management model, hospitals have introduced Customer Relationship Management (CRM) to gain new customers, maintain the relationship with existing customers, and enhance customer satisfaction and loyalty. After analyzing the patients¡¦ needs, the hospitals can satisfy the patients who will thus revisit the hospitals. The patients¡¦ customer loyalty will be enhanced. It is also the effective approach to monitor customer relationship. This study targets on 600 outpatient service customers in a medical center in Taipei, and probes into the relationship between outpatient service customers¡¦ characteristics and satisfaction, as well as importance by correlation analysis. This study then divides outpatient service customers into four clusters by cluster analysis, and proposes different managerial stra!
tegies with regard to four clusters¡¦ characteristics as the criteria for CRM in the hospital.
Keywords: Customer Relationship Management, Hospital Customer Relationship Management, Medical Center Outpatient Services, Strategic Analysis, Cluster Analysis
EXTENSION of the file: .pdf
Special (Invited) Session: Strategic Analysis for Outpatient Services by Customer Relationship Management Model
Organizer of the Session: 647-192
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