Healthcare facilities website and their impact on customer satisfaction from the perspective of customer relationship management (CRM)

• Autorzy: Budiman Arief , Bačík Radovan , Fedorko Richard , Ivanková Viera , Turáková Alexandra , Kovaľová Eva

Identyfikatory

DOI

10.17512/pjms.2019.19.2.06

Warianty tytułu

PL

Strony obiektów opieki zdrowotnej i ich wpływ na zadowolenie klienta z perspektywy zarządzania relacjami klienta (CRM)

• Języki publikacji: EN

Abstrakty

EN

Recently, customer relationship management (CRM) applications have also shown importance in areas where demand exceeds supply. The core of CRM is based on marketing and communication with the customer is an important part of the marketing philosophy. The primary objective of this study is to highlight the importance of dental healthcare website elements from the customer's perspective in terms of customer satisfaction. The primary data included 448 respondents. The parameters of the website were assessed in the research, where it was found that there should be a term management element and a reminder system (e.g. SMS) on the dentist's website. In general, it can be said about linking the primary e-communication between the doctor and the patient, the doctor should primarily focus on inviting the patient to attend a medical examination or should provide information about preventive examinations. These issues have the greatest impact on overall satisfaction. These outputs were achieved using frequency and descriptive statistical characteristics and regulatory models (ridge, lasso, elastic net) and a multiple linear regression analysis model.

PL

Ostatnio aplikacje zarządzania relacjami z klientami (CRM) również mają znaczenie w obszarach, w których popyt przewyższa podaż. Podstawą CRM jest marketing i komunikacja z klientem, która jest ważną częścią filozofii marketingowej. Głównym celem tego badania jest podkreślenie znaczenia elementów strony internetowej opieki stomatologicznej z punktu widzenia klienta pod względem satysfakcji klienta. Podstawowe dane obejmowały 448 respondentów. Parametry strony internetowej zostały ocenione w badaniu, w którym stwierdzono, że na stronie internetowej dentysty powinien istnieć element zarządzania terminami i system przypomnień (np. SMS). Ogólnie rzecz biorąc, można powiedzieć o łączeniu podstawowej komunikacji elektronicznej między lekarzem a pacjentem, lekarz powinien przede wszystkim skupić się na zaproszeniu pacjenta do wzięcia udziału w badaniu lekarskim lub powinien dostarczyć informacji na temat badań profilaktycznych. Kwestie te mają największy wpływ na ogólne zadowolenie. Wyniki te uzyskano za pomocą częstotliwości i opisowych charakterystyk statystycznych oraz modeli regulacyjnych (grzbiet, lasso, siatka elastyczna) i wielorakiego modelu analizy regresji liniowej.

Słowa kluczowe

EN

website; patient satisfaction; e-communication management; dental healthcare facilities

PL

strona internetowa; zadowolenie pacjentów; zarządzanie e-komunikacją; placówki opieki zdrowotnej

• Wydawca: Czestochowa University of Technology
• Czasopismo: Polish Journal of Management Studies
• Rocznik: 2019
• Tom: Vol. 19, No. 2
• Strony: 75--88
• Opis fizyczny: Bibliogr. 51 poz., rys., tab.

Twórcy

autor

Budiman Arief

• Lambung Mangkurat University, Indonesia

autor

Bačík Radovan

• University of Prešov in Prešov, Faculty of Management

autor

Fedorko Richard

• University of Prešov in Prešov, Faculty of Management

autor

Ivanková Viera

• University of Prešov in Prešov, Faculty of Management

autor

Turáková Alexandra

• University of Prešov in Prešov, Faculty of Management

autor

Kovaľová Eva

• University of Prešov in Prešov, Faculty of Health Care

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Uwagi

Opracowanie rekordu w ramach umowy 509/P-DUN/2018 ze środków MNiSW przeznaczonych na działalność upowszechniającą naukę (2019).