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 83
- Downloads 0
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