Hospital CRM for customer Requirement and Satisfaction Clustering Analysis - A Study of the Domestic Medical Center

• Main Authors: Shi-Yen Chang, 江士彥
• Other Authors: Chien-Lung Chan
• Format: Others
• Language: zh-TW
• Published: 2002
• Online Access: http://ndltd.ncl.edu.tw/handle/41337893600912418921

碩士 === 元智大學 === 資訊管理學系 === 90 === Abstract The practice of national health insurance that causes the decreasing in the cost of seeking medical treatment that has to be paid by medical customers, as well as the swift and convenient mass media, all cause many of the current healthcare centers’ competitions. Each healthcare center thinks continually about how to utilize limited medical resources to invest in the most valuable and loyal medical customers. The changes in the form of medical service gradually use the paradigm shift of medical customer as the center of the new management pattern. The new management pattern is based on the viewpoint of medical customer, and the medical center is to reach the various demands of medical customers, as to build a good long term interaction with the medical customers. The distribution of medical resources also becomes the substantial reference for the demand of medical customer, allowing the distribution of medical resources to satisfy the medical customer’s significant demand. The certain significant topic of medical treatment is to improve the quality of medical treatment and establish the public praise of medical treatment. Regarding to medical center, this means providing more accurate and better quality of medical treatment. Regarding to medical customer, this means satisfies every different individual’s demands. This research starts from the information of medical customer’s demand and satisfaction, uses statistics to find out the mutual relation factors, and then uses the technology of data mining to discover different medical customer clustering’s property. Afterwards, focuses on different clustering of medical customer, and then rebuilds limited portfolio investing to medical customer, who needs the service mostly. This research uses a certain medical center as the research’s object. Investigating the department of the internal medicine, pediatrics, recovery and inpatient, collecting an amount of three hundreds questionnaires, using the statistics to make an analytic and then discover the following: 1. Significant demand: the higher education level of a medical customer or the higher the number of register or the higher inclination to recommend the medical center to other people, causing the more significant the demand is. 2. The older a medical customer is, the less pressing is there for the significant demand. 3. The degree of satisfaction: the older a medical customer is or the higher the number of register or the longer average time to reach the medical center or the higher inclination to recommend the medical center to other people, causing the higher satisfaction degree towards the medical center. 4. The higher the education level of a medical customer will cause more complaint towards the medical center. Based on the significance and the level of satisfaction these two different dimensions, the medical customers are then divided into four clusters: higher demand-higher satisfaction, higher demand-lower satisfaction, lower demand-lower satisfaction, and lower demand-higher satisfaction. This research provides some suggestions: higher demand-lower satisfaction customers with regard to shorten medical waiting time has an obvious demand, and then suggest shortening medical waiting time will cause the flow path of seeking medical advice becomes more humanity and rational. The lower demand-higher satisfaction customers this cluster, against the other medical facilities besides the medical treatment is vague. This result in the improper understanding in seeking the characteristics of the medical advice, for example: electronic vehicle service, call center service, community service, advanced medical facilities, etc. The research suggests to considerate about the demand of this cluster initiatively, also do more market sales activities, etc.