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The Relationship Between the Customer Relationship Management and Patients’ Loyalty to Hospitals

Author

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  • Shadi Hajikhani
  • Seyed Jamaledin Tabibi
  • Leila Riahi

Abstract

BACKGROUND & AIM- Customer Relationship Management (CRM) with its various components has been considered as a tool causing customers' loyalty. The present study aims to investigate the relationship between the various components of customer relationship management and patients' loyalty to the place of their treatment. METHODS- This cross sectional and descriptive-analytical study was conducted among nurses and hospitalized patients in inpatient wards in selected hospitals in 2014. Using the stratified random sampling method, 224 valid and reliable researcher-drafted questionnaires were completed for CRM by nurses and 359 questionnaires were completed by patients for patients' loyalty in the studied wards. Data were analyzed using the SPSS20 software. RESULTS- There was no statistically significant relationship between the level of patients' loyalty and organizational indicators, information technology and knowledge management (P Value>0.05). However, there was a statistically significant relationship between loyalty and the dimensions of the service process (P Value=0.04), human resources (P Value=0.002) and CRM (P Value=0.038). The strength of these relationships were 34, 40 and 36 percent, respectively all of which were positive. CONCLUSION- Customer Relationship Management is a tool for improving influencing factors on patients’ satisfaction and loyalty. Therefore, attempts to implement customer relationship management as a process for improving hospitals performance and improving communication between service providers in hospitals and customers leading to enhance patients’ loyalty should be taken into account by managers and policy makers in the health sectors.

Suggested Citation

  • Shadi Hajikhani & Seyed Jamaledin Tabibi & Leila Riahi, 2016. "The Relationship Between the Customer Relationship Management and Patients’ Loyalty to Hospitals," Global Journal of Health Science, Canadian Center of Science and Education, vol. 8(3), pages 1-65, March.
    • Handle: RePEc:ibn:gjhsjl:v:8:y:2016:i:3:p:65
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    Citations

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    Cited by:

    1. Hanna Górska-Warsewicz, 2022. "Consumer or Patient Determinants of Hospital Brand Equity—A Systematic Literature Review," IJERPH, MDPI, vol. 19(15), pages 1-36, July.
    2. Faithmercy Wanyi Muthigah & David Kiragu & Anne Sang, 2022. "Effect of financial capability on customer relationship management in private hospitals in Kenya," International Journal of Business Ecosystem & Strategy (2687-2293), Bussecon International Academy, vol. 4(1), pages 68-76, January.

    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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