A Study on Critical Success Factors of Dental Clinics Operation via Customer Relationship Management

ASIAIR > College of Management > Department of Business Administration > Theses & dissertations > Item 310904400/11689

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Title:	A Study on Critical Success Factors of Dental Clinics Operation via Customer Relationship Management
Authors:	Kai-line Chiou
Contributors:	Department of Business Administration
Keywords:	dental clinics;customer management relationship;Analytic Network Process
Date:	2011
Issue Date:	2011-09-30 01:51:38 (UTC+0)
Publisher:	Asia University
Abstract:	The purpose of this study was to find the critical success factors on dental clinics operation by customer relationship management . Through literature review , expert interviews and Analytic Network Process ( ANP) to build customer relationship management of dental clinics in the evaluation criteria , to customer relationship management experience with large – scale and chain of dental clinics in the questionnaire as the main target of experts. Using Microsoft Office Excel , and Super Decisions 1.6 dimensions to evaluate and assess the factors weighting and prioritization for the dental clinic operator reference. In this study , we find the “establish contact patients and clinic access “(27.47%) is most important ,The second is “create a doctor-patient relationship “(22.90%) , The third is “utilize patient database”(18.08%) , The fourth is “ Integration of customer relationship management objects “ (16.54%) . The fifth is “provide patients with interactive information tools “(15.02%) . The most of ten important criteria decision is " understand the needs of patients and treatment of complaints" , " Building a customer-oriented staff attitude" , " the patient satisfaction survey " , " place of business services to improve access " , " establishment of a telephone , fax and other contact channels " , " use database to track patients and continued to remind the patient" , "use of patient databases to provide customized health care services " , "best use of patient databases and statistics" , "care system to provide interactive SMS Tools", " electronic message board to provide an interactive tool". Keywords: dental clinics, customer relationship management, Analytic Network Proce
Appears in Collections:	[Department of Business Administration] Theses & dissertations

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