Customer Relationship Management in Healthcare Service – An Integrated DSS Framework for Patient Loyalty

Abstract

Abstract. Patient loyalty is a critical criterion for healthcare customer relationship management (CRM). An integrated framework with a case-based prediction model and a constraint-based optimization model is proposed to support the decision making of healthcare providers. This research first adopts a case-based prediction mechanism to forecast the possible loyalty level. We also proposes a constraint-based optimization approach as a subsequent mechanism to determine the optimum values of case features that may lead to the optimal patient loyalty. The potential use of this framework helps a decision maker allocate resources to increase the loyalty level for the given target patient segmentation.

The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals

“…This article aims to provide the model of e impacts (effect) of CRM. many studies have been conducted about the benefits and impacts of CRM, for example, regarding the impact of CRM on performance,[ 17 ] motion of financial organizations to the implementation of CRM programs,[ 14 ] the impact of CRM on performance and efficiency,[ 10 18 ] impact of CRM on customer satisfaction and complaints,[ 2 19 20 ] customer value and loyalty,[ 18 21 22 ] relationship between CRM and organizational changes. [ 23 ] However, the number of studies conducted in hospital or health system is more limited.…”