000			02670nam a22003257a 4500
003			KOHA
005			20231102151121.0
008			231102d2023 cy ||||| m||| 00| 0 eng d
040			_aCY-NiCIU _beng _cCY-NiCIU _erda
041			_aeng
090			_aYL 3140 _bM38 2023
100	1		_aMbuwel, Divine Tosam
245	1	0	_aTHE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON PATIENT LOYALTY IN BUEA, CAMEROON / _cDIVINE TOSAM MBUWEL; SUPERVISOR: ASSOC. PROF. DR. GEORGIANA KARADAŞ
246	2	3	_aMEDIATING ROLE OF PATIENT SATISFACTION
264			_c2023
300			_avii, 80 sheets; _c31 cm. _e1 CD-ROM
336			_2rdacontent _atext _btxt
337			_2rdamedia _aunmediated _bn
338			_2rdacarrier _avolume _bnc
502			_aThesis (MSc) - Cyprus International University. Institute of Graduate Studies and Research Health Care Organizations Management Department
504			_aIncludes bibliography (sheets 59-80)
520			_aABSTRACT 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
650		0	_aSatisfaction _vDissertations, Academic
650		0	_aLoyalty _vDissertations, Academic
650		0	_aMarketing _vDissertations, Academic
650		0	_a Strategy _vDissertations, Academic
700	1		_akaradaş, Georgiana _esupervisor
942			_2ddc _cTS
999			_c291630 _d291630