A Study of CRM in Health Care Industry Focused on Influences in Practitioner Relationship Quality and Organizational Performance－Using Regional Hospitals in Taiwan as Example

• Main Authors: Hsiu-Wan liao, 廖秀婉
• Other Authors: Ruey Ming Chao
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/27765569352542389161

碩士 === 大葉大學 === 資訊管理學系碩士在職專班 === 94 === With the development of network information, consumer knowledge and Health Insurance system, the relationship of medical care have transformed. In face of the policy posing limitation on the healthcare sector and competitive environment of large scaled hospital expansion, various hospitals must now transform to an entrepreneurial management targeted on quality and cost effectiveness. This is to establish a patient-oriented management to deepen the patient relationship as to ensure loyalty and market share. The solution is to induce CRM, through its advantages to build a goal for prosperity and community service. This study targeted at large scaled healthcare organizations in North, Central and South of Taiwan. Questionnaire survey method is used to understand the current situation of CRM, healthcare relationship and organization management, correlation between these three were discussed. The result are: 1. The result shown CRM could enhance the quality of healthcare relationship and management efficiency. 2. Application of information is affects the hospital to draw up the CRM correlation management strategy and organization achievements primary factor. 3. The ‘trust degree’ between healthcare service provider and patients is an important moderator in the induction of CRM and organizational efficiency, advise administrator should strengthen trusting relationship quality in patients, and patients serve quality to the cognition and satisfaction to hospital.