| Summary: | 碩士 === 國立交通大學 === 經營管理研究所 === 90 === ABSTRACT
Having done with the literature review and healthcare administrators’ interview, this research has developed a framework of customer relationship management for healthcare, and designed questionnaires to survey the execution of related measures in healthcare. Based on the analysis of collected data (collection rate 18.9% in average), the results indicate that healthcare institutes generally consider their customers’ demands highly, but do very little in practice. They do not fully utilize their patient database. There are lacks of information integration of whole institute based- each department manages and maintains its own patient data. If there is no overall consideration to integrate each department’s operation, to fulfill each individual’s demand, and to offer each desirable service, the achievement of customer relationship management would be disjointed and inefficient without a consistent goal.
Generally speaking, when a healthcare institute is willing to adjust its administrative department by the result of customer satisfaction survey, it shows great consideration for the customers. Through clinic and medical center survey, a healthcare institute could clearly utilize patients’ data. These are the benefits of leading the customer relationship management concept to healthcare industry.
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