Volume 11, Issue 1 (4-2015)
HSR 2015, 11(1): 119-131 |
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Yaghoubi M, Rahi F, Bahadori M K. Assessment tasks of customer relationship management in selected hospitals of Isfahan city. HSR 2015; 11 (1) :119-131
URL: http://hsr.mui.ac.ir/article-1-755-en.html
URL: http://hsr.mui.ac.ir/article-1-755-en.html
1- Health Management Research Center, Baqiyatallah University of Medical Sciences, Tehran, Iran
2- MSc, Health Services Management, Faculty of Medical Information and Management, Isfahan University of Medical Sciences, Isfahan, Iran
2- MSc, Health Services Management, Faculty of Medical Information and Management, Isfahan University of Medical Sciences, Isfahan, Iran
Abstract: (821 Views)
Background: Today what creates value for health care system is ongoing relationship with the customer, and successful organizations are only those who are able to make clients for lifetime and can do the mission of responsiveness to customers in shortest time, with best quality and with lowest cost. One of the strategies that help these organizations is creating an ongoing relation with customers.Methods: This research is a descriptive- analytical one. The study population were the nurses of selected hospitals inIsfahan. sampling was carried out by randomized stratified method. Tools for data collection were researcher made questionnaire of communication with customers management whose validity and reliability is confirmed. For determining factors, we have used of confirmatory factor analysis. The method of data collecting was structural equation method and used software was Amos and Spss.Findings: In duty dimension of customer communications management, services diversity had the highest score (2.9) and in management of productivity, customer communication had the highest score (3.2). Among the dimensions, productivity ultimate model got the highest score and interaction with customers and customer maintenance had the lowest score.Conclusion: The health care organizations can remain in the competitive market by implementing customer relationship management. This is essential that studied hospitals improve the obtaining information, customers' satisfaction and loyalty, new customers' attraction and maintaining strategies.Key Words: Customer Relationship Management, Patient, Hospital
Type of Study: Research |
Subject:
education health and promotion
Received: 2020/07/16 | Accepted: 2015/04/15 | Published: 2015/04/15
Received: 2020/07/16 | Accepted: 2015/04/15 | Published: 2015/04/15
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