| Summary: | 碩士 === 國立彰化師範大學 === 會計學系企業高階管理 === 95 === This study aimed to analyze the need for the adoption of customer relationship management (CRM) in the disciplinary services in health center. The questionnaire approach was employed as a tool of gathering information. A stratified random sample of 185 health center was collected from the 350 health center in Taiwan. Among the questionnaires sent out by mail. Onehundred eighty-two copies were sent back. With the useless questionnaires excluded from analysis, the useful questionnaires totaled 182, which means the useful return rate is 98.0%.
The results from the questionnaires were analyzed through descriptive statistical methods, including Independent Samples t Test and One-Way Factor ANOVA. Findings of this study were as below：（1）In terms of the need for the adoption of internal customer relationship management (ICRM), the ratings for the importance of ICRM by the health center with different background variables is “important” and the ratings for the level of adoption of ICRM fall is “mostly adoption”. There is no significant difference for four of the background variables：“location,” “size,” “antecedent,”.（2）In terms of the need for the adoption of external customer relationship management (ECRM), the ratings for the importance of ECRM by the health center with different background variables is “important” and the ratings for the level of adoption of ECRM fall is “mostly adoption”. There is significant difference for all of the rest variables：“seniority,” “sex,”（3）In terms of the need for the adoption of customer service(CS), the ratings for the importance of CS by the health center with different background variables fall from “important” to “very important” and the ratings for the level of adoption of CS fall from “mostly adoption” to “completely adoption”. There is significant difference for most of the rest variables：“seniority,”
The following recommendations are put forth based on the conclusions of this research (1) They should maintain the items that are considered important and mostly adopted. (2) They should strengthen the items that are considered important but only average. (3) They should promote the
internal customer relationship management for all health center. (4) We should promote “ Website building for data collection system,” “the equitably of external training,” “to make affair request that suit local circumstances,” (5) Future research regarding different objects,methods.variables and dimensions is suggested.
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