| Summary: | 碩士 === 國立臺北科技大學 === 商業自動化與管理研究所 === 92 === With economic decline and increased competitiveness in almost every industry, the focus on the customers is becoming more important than ever. Thus, organizations continue to prioritize their customer relationship management (CRM) strategies in an effort to attract new customers, keep the existing ones, generate more revenue from both and foster customer loyalty. In Medicare industries, the providers are redefining everything from the way information flows, and integrating the information how people interact with healthcare organizations in order to improve everything from business processes to quality of patient care. In addition to patient relationships, the time spent during the diagnosis is also a problem. While we like to retain the relationships with patients, much time is spent during the process.
In this thesis, we will emphasize on the study of CRM and technique of data mining as related to the healthcare quality in terms of the process and development of patient relationship. In the study, the association rules will be applied in the beginning. The purpose is to discover the relationships and rules from the data and then to construct an automatic healthcare diagnostic system using case-based reasoning approach. Since the objective is to reduce both time and cost spent in the diagnostic process, we hope that the system will improve the quality of healthcare service and patient relationship.
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