Framework of Social Customer Relationship Management in E-Health Services

Mental health services are perceived differently in different socio-cultural settings. The connotations accorded to mental health, especially in terms of need awareness and evaluation of alternatives, vary from culture to culture. Understanding these differences is critical to attract and retain patients suffering from mental conditions. Generic literature on consumer behavior does not provide direct answers to many of the problems in this regard, primarily because such literature does not take into account the deviant mental states of these patients. In this paper, we review findings from mental health specific studies conducted in both Western and Asian countries, evaluate the importance of decision-making factors for both public and private service providers, and offer directions for future research. Interdisciplinary literature on customer relationship management, consumer behavior, mental health, and healthcare marketing, guided by the principles of systematic literature review constituted the methodology of this study. The research methods are analysis, synthesis, classification and grouping. The empirical base included about 250 peer-reviewed articles on the topic under consideration. We find that doctor-led service provision is still the most prevalent form of relationship building in the Eastern societies, especially in the less developed countries of South East Asia. Consumer-initiated mental health treatment schemes are more common in more developed Western economies. We also observe that, among the innovative set of providers, there is a trend of increased use of telehealth. Among other things, this includes more proactive and digitally-savvy identification, acquisition, and retention of patients. The results of the study can be used as the basis for marketing strategies of drug manufacturers and mobile application designers in the field of online medical services.

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Pengaruh Kualitas Layanan, dan Customer Relationship Management Terhadap Kepuasan Pasien dan Loyalitas Pasien di Rumah Sakit Tingkat II Tentara Nasional Indonesia

JMM17: Jurnal Ilmu Ekonomi dan Manajemen ◽

10.30996/jmm17.v2i02.504 ◽

2016 ◽

Vol 2 (02) ◽

Author(s):

Sutrisno Sutrisno

Keyword(s):

Customer Satisfaction ◽

Health Services ◽

Service Quality ◽

Customer Relationship Management ◽

Customer Loyalty ◽

Financial Management ◽

Structural Equation ◽

Relationship Management ◽

Customer Relationship ◽

Maximum Likelihood Estimates

Indonesian National Army Hospitals (RS TNIs) is one of hospitals that servicing the Indonesian National Army (TNI) big family and public community. In the competitive and dinamics situation like todayâ€™s era, RS TNIs need to watch the change happened due to the policy change of health services in hospital. In 2014 there was happened the fundamental change of the health services in hospital related to the entry of National Health Insurance (JKN) into force that guarantes all Indonesian people. This change concerned to financial management, funding, membership, treatment procedures, types of services covered and not covered, referral system, pattern rates, claim, supervisory and evaluation. The number of regulatory changes in the new era of health care in Indonesia have trigered other changes, in particular hospital customer behavior. This case is interesting to study.Â Population in this research was the customers in 15 TNIâ€™s hospitals in Indonesia, who have been treated twice or more in the TNI level two hospitals, at class 1, class 2 and class 3 treatment rooms. From the testing result on models in this research, by the Maximum Likelihood Estimates (ML), the analysis structural equation (SEM) model, the proportional random sampling method and the assistance of software Amos 22, on 200 respondents.Â The model testing (fit) of research data may viewed from GFI, AGFI, TLI, CFI, and RMSEA values, which respectively were 0.902, 0.904, 0.921, 0.952 and 0.0690. that all of those in the expected value range thus the model can be accepted.Â The research results indicated that: 1). Service quality is influential on customer satisfaction. 2). Service quality is influential on customer loyalty. 3). Customer relationship management is influential on customer satisfaction. 4). Customer relationship management is insignificantly influential on customer loyalty. 5). Customer satisfaction is influential on customer loyalty.Â Key words:Â Â Â Â Â Service quality, CRM, Customer satisfaction, Customer loyalty.

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Sustainable Customer Relationship Management (susCRM): In research and practice

PsycEXTRA Dataset ◽

10.1037/e605322012-019 ◽

2011 ◽

Author(s):

Max Ruhwinkel ◽

Klaus D. Wilde

Keyword(s):

Customer Relationship Management ◽

Relationship Management ◽

Customer Relationship ◽

Research And Practice

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Implementasi Sistem Rekam Medis Pasien Menggunakan Pendekatan Customer Relationship Management (CRM)

Jurnal Sisfokom (Sistem Informasi dan Komputer) ◽

10.32736/sisfokom.v7i2.558 ◽

2018 ◽

Vol 7 (2) ◽

pp. 180

Author(s):

Wiyanto Wiyanto ◽

Fajar Butsianto ◽

Karsito Karsito

Keyword(s):

Information Technology ◽

Information System ◽

Medical Record ◽

Customer Relationship Management ◽

Unified Modeling Language ◽

Relationship Management ◽

Customer Relationship ◽

Design System ◽

System Validation ◽

Iso 9126

Information technology is rapidly developed in this century that impact to various aspects of the organization really need information technology to support the performance and everyday business processes. In health services, information technology is required to process and storage the patient medical records, so that the patient's medical record is well preserved, and competitive advantage can be obtained between patient and polyclinic. The application of Customer Relationship Management (CRM) approach can be developed by implementing information system of medical record history to get new patient and retain existing patient, improving relationship with patient and maintaining patient loyalty as well as supporting the company/organization to provide excellent service to customers in real time through the advantage of information technology. The aims of this research are to understand patient medical record by CRM approach and Unified Modeling Language (UML) for system design, system validation using Forum Group Discussion (FGD), and using software testing Model ISO 9126. The result of this research are Medical Record History Information System and the result of system validation with FGD is 100% accepted, the result of system test using Model ISO 9126 is good with success rate 82,86%, so it can give contribution to polyclinic.

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