FAQ-master: an ontological multi-agent system for web FAQ services
WSEAS Transactions on Information Science and Applications
Questionnaire-based evaluation of characteristics of a community in SNS
WSEAS Transactions on Information Science and Applications
Using data mining to provide recommendation service
WSEAS Transactions on Information Science and Applications
An ontology-based architecture for consumer support systems
WSEAS Transactions on Information Science and Applications
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After the implementation of national health insurance in Taiwan, the hospitals are facing severe operational competition, particularly in Taipei. Thus, to develop customer management model, hospitals have introduced Customer Relationship Management (CRM) to gain new customers, maintain the relationship with existing customers, and enhance customer satisfaction and loyalty. After analyzing the patients' needs, the hospitals can satisfy the patients who will thus revisit the hospitals. The patients' customer loyalty will be enhanced. It is also the effective approach to monitor customer relationship. This study targets on 600 outpatient service customers in a medical center in Taipei, and probes into the relationship between outpatient service customers' characteristics and satisfaction, as well as importance by correlation analysis. This study then divides outpatient service customers into four clusters by cluster analysis, and proposes different managerial strategies with regard to four clusters' characteristics as the criteria for CRM in the hospital.