CUSTOMER RELATIONSHIP MANAGEMENT AND ITS IMPACT ON PATIENT SATISFACTION: A QUANTITATIVE STUDY IN LEBANON
CUSTOMER RELATIONSHIP MANAGEMENT AND ITS IMPACT ON PATIENT SATISFACTION: A QUANTITATIVE STUDY IN LEBANON
Author(s): Layal HamadeSubject(s): Business Economy / Management, Health and medicine and law
Published by: Facultatea de Management, Academia de Studii Economice din Bucuresti
Keywords: Customer relationship management; patient satisfaction; patient loyalty; healthcare; service quality;
Summary/Abstract: The way healthcare practitioners and institutions are communicating with patients has changed dramatically due to the emergence of digitalization. In order to enhance their market share, healthcare institutions and staff utilize the use of customer relationship management. This study investigates the impact of CRM on patients’ satisfaction and loyalty at healthcare institutions in Lebanon. To attain the research objectives, a survey targeting 500 patients was distributed and descriptive statistical analysis was completed. The results showed that customer relationship management improves communication and trust with healthcare practitioners. Moreover, CRM enhances the service quality and impacts patients’ satisfaction.
Journal: Business Excellence and Management
- Issue Year: 12/2022
- Issue No: 2
- Page Range: 35-46
- Page Count: 12
- Language: English
