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The abstract entitled “A study on association between the demographical variables and the dimensions of CRM in public sector and Public Sector banks in Kanyakumari District” was undertaken to find out the association between the demographical variables and the dimensions of CRM in public sector and Public Sector banks in Kanyakumari District. This study provides a step in understanding the existing customer relationship management practices in banks in the public sector and private sector banks. This study is an example of the knowledge that can be gained in understanding the effectiveness of customer relationship management strategies in the banking sector, the customer relationship management is one such tool which helps in meeting the customer's expectations according to their changing needs. The study is a descriptive one. Primary data collected with the help of structured questionnaire administrated to Customers of Private and Public Sector Banks at Kanyakumari District. 335 respondents were selected by adopting simple random sampling using lottery method. The Data is collected from the top two banks (Private Sector and Public Sector Banks). The collected data were analyzed by using relevant statistical techniques like Mean Score, ANOVA, Factor analysis, Multiple Regression, Structural Equation Modelling using AMOS. This study is an example of the knowledge that can be gained in understanding the effectiveness of customer relationship management strategies in the banking sector, the customer relationship management is one such tool which helps in meeting the customer's expectations according to their changing needs
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RESUMEN El propósito de esta investigación fue analizar la actividad científica que ha girado en torno al marketing experiencial, a partir de una Revisión Sistemática de Literatura cuya ventana de observación fue el periodo comprendido entre el 2000 y el 2019. La ecuación de búsqueda arrojó 236 documentos en Scopus y 309 en Web of Science, que una vez depurados resultaron un total de 522 documentos. Para visualizar la información, se utilizó la herramienta VoSViewer lo que permitió representar las relaciones existentes, así mismo, se hizo uso del software Tree of Science (ToS) para determinar la jerarquización genealógica de la literatura científica. Los resultados muestran cuáles son los antecedentes, los temas de interés para los académicos, los países con mayor trayectoria de investigación en el área y las redes de trabajo colaborativo, así como, los autores y estudios más relevantes en este campo y las tendencias del marketing.
ABSTRACT The purpose of this research was to analyse the scientific activity that has revolved around experiential marketing, based on a Systematic Literature Review whose window of observation was the period between 2000 and 2019. The search equation yielded 236 documents in Scopus and 309 in Web of Science, which, once refined, resulted in a total of 522 documents. In order to visualize the information, the VoSViewer tool was used, which allowed the representation of existing relationships, and the Tree of Science (ToS) software was used to determine the genealogical hierarchy of the scientific literature. The results show which are the background, the topics of interest for the academics, the countries with more trajectory of research in the area and the networks of collaborative work, as well as, the authors and more relevant studies in this field and the tendencies of the marketing.
RESUMO O objetivo desta pesquisa foi analisar a atividade científica que tem girado em torno do marketing experiencial, com base numa Revisão Sistemática da Literatura cuja janela de observação foi o período entre 2000 e 2019. A equação de pesquisa resultou em 236 documentos em Scopus e 309 em Web of Science, que, uma vez refinados, resultaram num total de 522 documentos. Para visualizar as informações, foi utilizada a ferramenta VoSViewer que permitiu a representação das relações existentes, e o software Árvore da Ciência (ToS) foi utilizado para determinar a hierarquia genealógica da literatura científica. Os resultados mostram quais são os antecedentes, os temas de interesse para os acadêmicos, os países com mais trajetória de pesquisa na área e as redes de trabalho colaborativo, bem como os autores e estudos mais relevantes neste campo e as tendências do marketing.
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Customer relationship management (CRM) is a valuable method for establishing long-term customer relationships across different business areas. CRM system stores and analyzes a vast amount of customer information and provides alternatives to meet customer expectations using data warehouse and on-line analysis processing technology. Intensified competitiveness in the healthcare industry has increased the number of healthcare centers and propelled the introduction of CRM systems to meet diverse customer satisfaction. Leading the adoption of information technology in the healthcare businesses has enabled the use of CRM technology to develop close patient-provider relationship. Especially, healthcare centers are using CRM system to provide better healthcare services as well as customer management services. This study aims to explore the current status and influential factors that will stimulate and drive the successful use of CRM system in healthcare centers. For this purpose, a survey has been conducted for CRM system users in 13 healthcare centers to investigate the current status of CRM system and the influential factors for successful use. The evaluation criteria include four categories; system quality, information quality, service quality and perceived usefulness. These criteria have been developed based on previous researches, especially DeLone & McLean information system success model. In addition, the system output is evaluated by user satisfaction, personal performance and organizational performance. The study showed that users evaluated information quality and service quality positively and to be higher than other factors in terms of influence. And the user evaluation proved that CRM system provides increased user satisfaction, organizational performance, and especially, individual performance. This is clear evidence that CRM system will improve organizational efficiency and effectiveness, which in turn, can provide competitive advantage for the healthcare centers.
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Adoption , Commerce , Delivery of Health Care , Efficiency, Organizational , Health Care Sector , Imidazoles , Information Systems , Nitro Compounds , Personal SatisfactionABSTRACT
With the economic development, more and more people concerned about health. Institution and people engaged in physical examination is springing up. Facing increasingly less obvious advantages of product homogeneity, and the growing market which must cater to different customers, as a large general hospital medical center, we should make good management of customer relationship, improve customers' satisfaction, increase their loyalty, provide the most effective health protection for the physical examination so as to improve market competitiveness and bring social and economic benefits to the hospitals, thus achieving a win-win objective.
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OBJECTIVES: This study is for developing the prediction model of outpatient's revisit in target hospital. Using this model, hospital managers can make efficient customer relationship. METHODS: This is based on the medical record data of patients in target hospital (with 967 beds). They are divided into two groups, which are used each for different purpose. One(raw data) is used to make the prediction model of revisit and the other(test data) is used to evaluate the model. For raw data were used the 4,273 outpatient cases, where patients visited the first time between august and september in 2000, and visited till december in 2003. For the test data were used 9,392 outpatient cases, where patients visited the first time between august and september in 2003, and visited till december in 2006. That is, each data was selected from the outpatient's medical records for three-years. RESULTS: The decision tree model is better than the logistic regression model as prediction model of outpatient's revisit in target hospital. The decision tree model is evaluated more excellent in ROC curve and classification accuracy in test data. For predicting the outpatient's revisit, it is more useful to have 4 variables - non-insured expenses, special medical service, cooperation service with oriental medicine and visit via ER. We can predict the revisit of outpatients over 39.5% rate by these variables. CONCLUSIONS: By using decision tree model, target hospital can make more accurate prediction of outpatient's revisit and make good customer relation management. So, target hospital can use some CRM program including 4 variables. To make more useful model for other hospitals in Korea, each hospital managers need to understand more their hospital environment and patient's characteristics.
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Humans , Data Mining , Decision Trees , Korea , Logistic Models , Medical Records , Medicine, East Asian Traditional , Outpatients , ROC CurveABSTRACT
OBJECTIVE: The purpose of this study was to develop the decision tree models to classify the characteristics of those who had not undergone the health screening tests provided by the National Health Insurance Corporation. METHODS: Total of 5,102,761 subjects of health screening services in the year of 2002 was used. The data was divided into two data-sets (disease VS. non-disease group). The target variable was whether they took the health screening services. The number of input variables was 25 in total. RESULTS: The decision trees were classified into fourteen different types of non-examinees in the non-disease group and nineteen in the disease group. The ROC curve areas in the non-disease and disease groups were .761 and .714, respectively. CONCLUSION: The different types of non-examinees classified by the decision tree models would facilitate the foundation for the further analysis of individual characteristics and the effective health screening service management in future.
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Data Mining , Decision Trees , Mass Screening , National Health Programs , ROC CurveABSTRACT
OBJECTIVE: To provide medicare services for patients demands satisfyingly, immediate introduction of the Customer Relationship Management(CRM) is raised inevitable. In this paper we proposed that the minimizing the hospital losses by cut down the rate of cancelation of the hospital reservation, to secure patients as clients. METHODS: And to implement the data mining-based healthcare customer relationship management system applied from the back propagation algorithm of the artificial neural networks technique and the Feature GENeration(FGEN) algorithm of the decision tree technique. RESULTS: In this paper we divided a patient to an appropriate group through a data mining process and classified more correct customer through a campaign process. CONCLUSION: These results would be essential for new patients to enhance hospital reliability, for hospital to select profitable patients with high loyalty and to manage patients efficiently.
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Humans , Data Mining , Decision Trees , Delivery of Health Care , MedicareABSTRACT
The purpose of the present study is to develop a CRM system for patients with diabetes mellitus. The subjects were outpatients who visited a university hospital from March, 1997 thru February, 2003. The distributions of outpatients, types of disease, revenues, exemption of designated doctor's fee, and no-show rate were obtained for each department by utilizing the OCS database. Quantitative and Qualitative data were collected from the diabetes patients chosen based on the distribution. The goals of applying the CRM are not to provide diabetes patients with general medical services, but to provide individually-tailored medical services by utilizing the information obtained from the departments of moment of truth(MOT) effectively and integrating the management of work process and human resources. For an effective application of the CRM, it needs to be performed to support the strategic objectives and incorporate management strategies that are appropriate for internal and external environments. That modeling for diabetes patients includes campaign activities, customer management process, and the functions of predicting and diagnosing the patients and managing the medical services of MOT departments and referral system.
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Humans , Diabetes Mellitus , Diagnosis , Fees and Charges , Outpatients , Referral and ConsultationABSTRACT
In this paper,we focus on how to planning and implementing CRM system in hospital,and address this topic in three main sections.Firstly, The comprehending and urgent need of hospital leaders and managers about CRM are the most important.Secondly,before implementing CRM,the status of information management in hospital and characteristic of relationship between customers(or patients) and hospital should be sufficiently understood.Thirdly,which kind of CRM,and how much investment what you need should be analyzed.A general principle is put forward,that is "clear aim,macro planning,(uniform) disposal and stepping into implementing".
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Objective The setting of "doctor-patient communication" platform aims to innovate service pattern for hospital customers by constructing the communication bridge between hospital and patients via digital ways. Methods The platform was based on electronic patient records system and hospital information system. The internal information could interchange with social communication platform (cell phone, PHS, internet) via that system to realize the communication between doctors and patients. Results The platform could easily realize immediate interaction and group administration to customers in the form of manual communication, short massage, voice service and email. Conclusion The platform innovates both the service pattern for hospital customers and hospital customer relationship management (CRM) mode, and it has a bright application future.
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OBJECTIVE:To provide advices on how to apply to the theory of customer relationship management in retail drugstores.METHODS:The theory of customer relationship management was briefly expounded and its application in the real management of drugstores was analyzed.RESULTS&CONCLUSION:Only after the retail drugstore putting the ideas of customer relationship management into their everyday work according to their own features can their function brought into full play.