Inpatient Satisfaction Measurement and Customer Relationship Management in Medical Center - a case study
碩士 === 嘉南藥理科技大學 === 醫療資訊管理研究所 === 94 === Due to the continuous changes in the cost-control policy of the National Health Insurance plan and highly demanded quality of health care by consumers, the hospitals in Taiwan are fighting fierce battles for surviving. In 2002, Marketing Health Services pred...
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ndltd-TW-094CNUP57770082015-10-13T13:11:48Z http://ndltd.ncl.edu.tw/handle/78391981269806700963 Inpatient Satisfaction Measurement and Customer Relationship Management in Medical Center - a case study 內外科住院病患滿意度與醫院顧客關係管理之研究-以南部某醫學中心為例 Jung-Chen Tsao 曹容禎 碩士 嘉南藥理科技大學 醫療資訊管理研究所 94 Due to the continuous changes in the cost-control policy of the National Health Insurance plan and highly demanded quality of health care by consumers, the hospitals in Taiwan are fighting fierce battles for surviving. In 2002, Marketing Health Services predicted that the health institutions shall adopt the customer-centered marketing management in five years. Via customer relationship management (CRM), built upon one-to-one service base, hospitals win loyalty of patients and thus gain their competing strength in health care business. In order to verify that the health service quality has met the expectation of patients in conventional health care institutions, this study integrates the concepts of CRM, the indices of customer satisfaction and health service in practice as a whole. A survey is performed on both nurses and inpatients via questionnaires and further statistically analyzed. The results suggest that the satisfaction level of patients increases while the perceptive expectation, the perceptive sensibility and perceptive value increase respectively. The four latent variables extracted from CRM, namely perception, importance, implementation and self-satisfaction, are significantly positively correlated with each other. Furthermore, the demographic characteristics of nursing staff significantly affect their perception, implementation on CRM and self-satisfaction. Finally the only service which hasn’t reached the standard corresponding to patients is ‘concerning opinions of patients’. Keywords:customer relationship management(CRM), customer satisfaction index (CSI), service quality Hisao-Ting Chiu 邱曉婷 2006 學位論文 ; thesis 154 zh-TW |
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碩士 === 嘉南藥理科技大學 === 醫療資訊管理研究所 === 94 === Due to the continuous changes in the cost-control policy of the National Health Insurance plan and highly demanded quality of health care by consumers, the hospitals in Taiwan are fighting fierce battles for surviving. In 2002, Marketing Health Services predicted that the health institutions shall adopt the customer-centered marketing management in five years. Via customer relationship management (CRM), built upon one-to-one service base, hospitals win loyalty of patients and thus gain their competing strength in health care business.
In order to verify that the health service quality has met the expectation of patients in conventional health care institutions, this study integrates the concepts of CRM, the indices of customer satisfaction and health service in practice as a whole. A survey is performed on both nurses and inpatients via questionnaires and further statistically analyzed.
The results suggest that the satisfaction level of patients increases while the perceptive expectation, the perceptive sensibility and perceptive value increase respectively. The four latent variables extracted from CRM, namely perception, importance, implementation and self-satisfaction, are significantly positively correlated with each other. Furthermore, the demographic characteristics of nursing staff significantly affect their perception, implementation on CRM and self-satisfaction. Finally the only service which hasn’t reached the standard corresponding to patients is ‘concerning opinions of patients’.
Keywords:customer relationship management(CRM), customer satisfaction index (CSI), service quality
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author2 |
Hisao-Ting Chiu |
author_facet |
Hisao-Ting Chiu Jung-Chen Tsao 曹容禎 |
author |
Jung-Chen Tsao 曹容禎 |
spellingShingle |
Jung-Chen Tsao 曹容禎 Inpatient Satisfaction Measurement and Customer Relationship Management in Medical Center - a case study |
author_sort |
Jung-Chen Tsao |
title |
Inpatient Satisfaction Measurement and Customer Relationship Management in Medical Center - a case study |
title_short |
Inpatient Satisfaction Measurement and Customer Relationship Management in Medical Center - a case study |
title_full |
Inpatient Satisfaction Measurement and Customer Relationship Management in Medical Center - a case study |
title_fullStr |
Inpatient Satisfaction Measurement and Customer Relationship Management in Medical Center - a case study |
title_full_unstemmed |
Inpatient Satisfaction Measurement and Customer Relationship Management in Medical Center - a case study |
title_sort |
inpatient satisfaction measurement and customer relationship management in medical center - a case study |
publishDate |
2006 |
url |
http://ndltd.ncl.edu.tw/handle/78391981269806700963 |
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