A case study of applying LRFM model in market segmentation of a children's dental clinic

Authors:
Jo-Ting Wei;Shih-Yen Lin;Chih-Chien Weng;Hsin-Hung Wu
Affiliations:
Department of Business Management, National Sun Yat-Sen University, Kaohsiung, Taiwan, ROC;Department of Leisure Studies and Tourism Management, National Chi Nan University, Nantou, Taiwan, ROC;Department of Business Administration, National Changhua University of Education, Changhua, Taiwan, ROC;Department of Business Administration, National Changhua University of Education, Changhua, Taiwan, ROC
Venue:
Expert Systems with Applications: An International Journal
Year:
2012

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Abstract

Dental services marketing has become more and more crucial in Taiwan after Taiwan's entrance of the World Trade Organization and the implementation of National Health Insurance (NHI) program. This paper develops an extended RFM (recency, frequency, and monetary) model, namely LRFM (length, recency, frequency, and monetary) model, by adopting self-organizing maps (SOM) technique for a children's dental clinic in Taiwan to segment its dental patients. Twelve clusters are recommended for the overall 2258 patients. The average values of LRF are computed for each cluster and the overall patients, excluding monetary covered by NHI program. The values of LRF variables for each cluster greater than those of the overall average are identified. The results show that three clusters having the above average LRF values (454 patients) can be viewed as core patients.