Improving the Management Process through IT&C for Increasing the Customer Satisfaction Level in Health Care Sector

• Main Authors: Darko SHULESKI, Monica Adriana PANAIT, Cătalin Liviu PRICOP, Elena TALEVSKA
• Format: Article
• Language: English
• Published: Editura ASE 2019-06-01
• Series: Management and Economics Review
• Subjects: Transformation Management; Client oriented; Decision making; IT&C; BI; Fuzzy assets
• Online Access: http://mer.ase.ro/files/2019-1/4-6.pdf

In order to become Client-oriented, an organization needs to improve each service and to align the business processes with its customer satisfaction strategy. Customer oriented means to place the client satisfaction at the core of the business decisions. To be customer-oriented means that you need to focus on customers’ needs and align them with the company strategy and objectives in order to satisfy clients. According to (Anderson et al., 1997) Customer satisfaction has been one of the top tools for a successful business. Customer satisfaction is defined as an overall evaluation based on the total purchase and consumption experience with the good or service over time. The evolution of Information Technology is accelerating at a very fast pace, organizations need to adopt new methods and already existent information technologies to improve their services, and become a customer oriented company. Business transformation management is a change management strategy, that align the employees, business processes and Information technology with vision and business strategy. Business transformation is the process or results of changing from one state or condition to another. It can be caused by internal or external factors, but the result is a shift in how the organization relates to its wider economic environment. In this article we will try to improve the customer satisfaction level by improving business decision making processes using the mathematical algorithms supported by information and communications technology. In our research we will use the quantitative and qualitative methods and will be applying fuzzy assets in healthcare business services, also using a case study for the Bucharest public health system.