Healthcare Facilities Website and Their Impact on Customer Satisfaction from the Perspective of Customer Relationship Management (CRM)
Journal Title: Polish Journal of Management Studies - Year 2019, Vol 19, Issue 2
Abstract
Recently, customer relationship management (CRM) applications have also shown importance in areas where demand exceeds supply. The core of CRM is based on marketing and communication with the customer is an important part of the marketing philosophy. The primary objective of this study is to highlight the importance of dental healthcare website elements from the customer's perspective in terms of customer satisfaction. The primary data included 448 respondents. The parameters of the website were assessed in the research, where it was found that there should be a term management element and a reminder system (e.g. SMS) on the dentist's website. In general, it can be said about linking the primary e-communication between the doctor and the patient, the doctor should primarily focus on inviting the patient to attend a medical examination or should provide information about preventive examinations. These issues have the greatest impact on overall satisfaction. These outputs were achieved using frequency and descriptive statistical characteristics and regulatory models (ridge, lasso, elastic net) and a multiple linear regression analysis model.<br/><br/>
Authors and Affiliations
Arief Budiman, Radovan Bačík, Richard Fedorko, Viera Ivanková, Alexandra Turáková, Eva Kovaľová
Keywords
Related Articles
- EP ID EP599978
- DOI 10.17512/pjms.2019.19.2.06
- Views 55
- Downloads 0
MANAGER’S QUALIFICATIONS IN MUNICIPAL PARTNERSHIPS
Managing a modern enterprise demands good and professional managers, hence nowadays a lot of attention is paid to managers’ qualifications. The issue of qualifications in a municipal partnership is a leading factor in a...
MARKETING INSTRUMENTARIUM IN THE PROCESS OF ACCEPTING PROJECTS FOR DEVELOPMENTAL ACCELERATION IN BACK-WARDED REGIONS
The aim of the study is to present and describe a possible interaction between currently en vogue economic spheres – project management and marketing. On the basis of the research carried out, the authors identify key el...
Does Trade Liberalization a Hazard to Sustainable Environment? Fresh Insight from ASEAN Countries
The importance of trade liberalization in altering country’s ecological condition is a very important topic these days; the current examination seeks to study the empirical association between environmental degradation a...
FOLLOWERSHIP MODERATION BETWEEN THE RELATIONSHIP OF TRANSACTIONAL LEADERSHIP STYLE AND EMPLOYEES REACTIONS TOWARDS ORGANIZATIONAL CHANGE
The purpose of the present study is to analyze the relationship between transactional leadership style and factors of employees’ reactions towards organizational change in the telecommunication companies of Pakistan. Fur...
THE EFFECTIVENESS OF LEASING AS A METHOD OF FINANCING THE DEVELOPMENT OF A COMPANY
Leasing is one of the most popular methods of financing of fixed assets in companies, both in the big and quite small ones. While making the decision concerning the method of financing of an investment, one needs to asse...