Thesis (MSc.) - Cyprus International University. Institute of Graduate Studies and Research Healthcare Organization Management

Includes bibliography (sheets 41-52)

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Health systems play an indispensable role in promoting individual’s health development and that of the world. It is believed that Customer Relationship Management is an information system that enables organizations pay more attention to their customers and this helps incorporate the patients health records, and the hospital data to provide solution for all health cases. Many of the hospitals established by the government in Nigeria are lagging behind in the aspect of satisfying their patients which call for this research. In Nigeria healthcare sector, it appears that most public hospitals do not use CRM systems, which could be due to a lack of knowledge about CRM and financial resources to implement CRM systems, inexperienced staff to manage customer information, and political interference, all of which could have an impact on performance. The hospital data storage method is unsatisfactory. This study aimed to investigate the impact of CRM on patients’ satisfaction and service quality, the relationship between service quality and patients satisfaction in public hospitals in Lagos State, Nigeria. Badagry General hospital is used as a case study for this research. The data for the study was collected through a well-structured set of questionnaire and was distributed to a total number of 267 in and out patients of the sampled public hospital selected for the study. The questionnaire included questions about CRM, service quality and patients’ satisfaction. Both qualitative and cross-sectional survey was applied in the data analysis. Correlation matrix was used to test the hypotheses of the study. The result findings of the data analysis show that CRM has a positive significant impact on patient satisfaction and service quality (P<0.05). Also, the study reveals that there is a relationship between service quality and patients’ satisfaction (P<0.05). Majority of the Nigerian population depend on the public hospital for treatment. Nigerian government need find a way to treat the challenges in the healthcare sectors. This could be accomplished by the implementation of CRM and adoption of CRM technology into the public hospitals. The implication of the study this research will help the public hospitals in Nigeria to understand that with a good quality CRM in the hospital, there is an impact on the quality of health care rendered and higher rate of patients’ satisfaction.