| Summary: | 碩士 === 元智大學 === 資訊管理研究所 === 93 === In recent years, Taiwanese have enhanced their standard of living and level of education. What has followed this progress is their increasing need for a complete medical health system. Physical examination is a branch of preventive medicine that has been recently introduced. While most large hospitals have been planned to diversify their medical services in order to attract more patients, a charged offer of physical examination has become a very competitive item. Many hospitals have built their own physical examination centers, hoping to satisfy the needs of the patients. In this way, the hospitals are capable of making much profit from the examination center. Thus, knowing how to bring the hospital a stable net income while competing with the others is a very significant lesson that should be constantly studied and expanded.
The objective of this study is to investigate the application of the Customer Relationship Management skill in terms of the physical examination services; By means of Clustering method and Decision Tree, we examined the correlation between the customers’ value and the content of the services offered. Moreover, the actual data of interaction between each patient and the examination center is recorded for the purpose of building a system that can clearly indicate the patients’ profiles and their need. This core knowledge will later be assed to help the hospital to manage their customers’ relationship.
From the result of the example, manage the rule in suitable 80/20 of relation management of the customer of the health examination industry, customers pay low amounts and the frequency of their check ups are lower than they should be, using an improved RFMU model can allow for the analysis of the value customers have for health examination, solve the mistake made in using RFM to calculate customers’ value, to draft the corresponding marketing tactics to different purchase behaviors of different colonies to help to be strong in examining the center. Finally, use and differentiate analysis and technology, such as decision tree, etc., set up health examination and serve customers and make the model of melting, as developing checking and serving the reference that the customers makes and melts the prototyping system.
Keyword: Data Mining, Customer Relationship Management, Customer Value
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