THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON PATIENT LOYALTY IN BUEA, CAMEROON / DIVINE TOSAM MBUWEL; SUPERVISOR: ASSOC. PROF. DR. GEORGIANA KARADAŞ

Yazar: Katkıda bulunan(lar):Dil: İngilizce 2023Tanım: vii, 80 sheets; 31 cm. 1 CD-ROMİçerik türü:
  • text
Ortam türü:
  • unmediated
Taşıyıcı türü:
  • volume
Diğer başlık:
  • MEDIATING ROLE OF PATIENT SATISFACTION
Konu(lar): Tez notu: Thesis (MSc) - Cyprus International University. Institute of Graduate Studies and Research Health Care Organizations Management Department Özet: ABSTRACT Background: To understand how managers may successfully create and uphold longterm, beneficial interactions with their customers have led to a development of customer relationship management. Aims/Objectives: The aim of this study is to examine the effect of customer relationship management on patient loyalty mediated by patient satisfaction. Method: The measurement instruments employed in the research were patient satisfaction, CRM and patient loyalty. The population under investigation consisted of patients who received medical attention from hospitals operating in Buea, Cameroon. Principally utilising the convenience sampling method. Data was drawn from 371 patients in the study area. Data analysis was done using SPSS. Findings/Implications: According to the research's findings, CRM was found to positively impact the patient loyalty. Also, the results reveal that CRM has significant effect on patient satisfaction. Furthermore, patient satisfaction was found to have a positive effect on patient loyalty. Notably, patient satisfaction was found to positively mediate the relationship between CRM and patient loyalty. Organizations may strengthen patient connections through CRM techniques like personalised communication, targeted service delivery, and proactive patient engagement Keywords: CRM, Satisfaction, Loyalty, Marketing, Strategy
Materyal türü: Thesis
Mevcut
Materyal türü Geçerli Kütüphane Koleksiyon Yer Numarası Durum Notlar İade tarihi Barkod Materyal Ayırtmaları
Thesis Thesis CIU LIBRARY Tez Koleksiyonu Tez Koleksiyonu YL 3140 M38 2023 (Rafa gözat(Aşağıda açılır)) Kullanılabilir Health Care Organizations Management Department T3521
Suppl. CD Suppl. CD CIU LIBRARY Görsel İşitsel YL 3140 M38 2023 (Rafa gözat(Aşağıda açılır)) Kullanılabilir Health Care Organizations Management Department CDT3521
Toplam ayırtılanlar: 0

Thesis (MSc) - Cyprus International University. Institute of Graduate Studies and Research Health Care Organizations Management Department

Includes bibliography (sheets 59-80)

ABSTRACT
Background: To understand how managers may successfully create and uphold longterm, beneficial interactions with their customers have led to a development of
customer relationship management.
Aims/Objectives: The aim of this study is to examine the effect of customer
relationship management on patient loyalty mediated by patient satisfaction.
Method: The measurement instruments employed in the research were patient
satisfaction, CRM and patient loyalty. The population under investigation consisted
of patients who received medical attention from hospitals operating in Buea,
Cameroon. Principally utilising the convenience sampling method. Data was drawn
from 371 patients in the study area. Data analysis was done using SPSS.
Findings/Implications: According to the research's findings, CRM was found to
positively impact the patient loyalty. Also, the results reveal that CRM has significant
effect on patient satisfaction. Furthermore, patient satisfaction was found to have a
positive effect on patient loyalty. Notably, patient satisfaction was found to positively
mediate the relationship between CRM and patient loyalty. Organizations may
strengthen patient connections through CRM techniques like personalised
communication, targeted service delivery, and proactive patient engagement
Keywords: CRM, Satisfaction, Loyalty, Marketing, Strategy

Araştırmaya Başlarken  
   Sıkça Sorulan Sorular