Proceedings of the 2023 International Conference on Information Technology and Engineering (ICITE 2023)

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The Importance role of Customer Relationship Management in Building Patient Satisfaction : Do Doctor Performance and Accesibility Matter?

Authors
Muhamad Alfin Hanif1, Rina Anindita2, *
1Student Master of Management Universitas Esa Unggul, Jakarta, Indonesia
2Master of Management Universitas Esa Unggul, Jakarta, Indonesia
*Corresponding author. Email: rina.anindita@esaunggul.ac.id
Corresponding Author
Rina Anindita
Available Online 23 December 2023.
DOI
10.2991/978-94-6463-338-2_15How to use a DOI?
Keywords
CRM; patient satisfaction; patient loyalty; doctor performance; accessibility
ABSTRACT

The aim of implementation Customer Relationship Management (CRM) in hospitals is to get and retain customers and even work with consumers to achieve maximum results for the organization and consumers. However, it is necessary to pay attention to other factors that may affect the implementation of the CRM, such as accessibility and doctor performance. This study aims to prove whether doctor performance and accessibility factors will affect CRM, patient satisfaction and patient loyalty. This research is survey based using a questionnaire and the sample is taken by purposive sampling. A total of 207 samples were then processed using the Structural Equation Model (SEM) Partial Least Square (PLS) test, smartPLS. The result was CRM has a positive effect on patient satisfaction and patient loyalty. Patient satisfaction also has a positive effect on patient loyalty. Doctor performance is not proven to moderate the relationship between CRM and patient satisfaction. Accessibility was also not shown to moderate the relationship between patient. This study will provide input for future research regarding the relationship between CRM, patient satisfaction and patient loyalty by paying attention to doctor performance factors, so as to create a more comprehensive research model.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2023 International Conference on Information Technology and Engineering (ICITE 2023)
Series
Advances in Intelligent Systems Research
Publication Date
23 December 2023
ISBN
10.2991/978-94-6463-338-2_15
ISSN
1951-6851
DOI
10.2991/978-94-6463-338-2_15How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Muhamad Alfin Hanif
AU  - Rina Anindita
PY  - 2023
DA  - 2023/12/23
TI  - The Importance role of Customer Relationship Management in Building Patient Satisfaction : Do Doctor Performance and Accesibility Matter?
BT  - Proceedings of the 2023 International Conference on Information Technology and Engineering (ICITE 2023)
PB  - Atlantis Press
SP  - 96
EP  - 103
SN  - 1951-6851
UR  - https://doi.org/10.2991/978-94-6463-338-2_15
DO  - 10.2991/978-94-6463-338-2_15
ID  - Hanif2023
ER  -