scholarly journals The Relationship Between the Customer Relationship Management and Patients’ Loyalty to Hospitals

2015 ◽  
Vol 8 (3) ◽  
pp. 65 ◽  
Author(s):  
Shadi Hajikhani ◽  
Seyed Jamaledin Tabibi ◽  
Leila Riahi
Keyword(s):  
Customer Relationship Management ◽  
Significant Relationship ◽  
Sampling Method ◽  
Service Providers ◽  
Relationship Management ◽  
Customer Relationship ◽  
P Value ◽  
Cross Sectional ◽  
Policy Makers ◽  
The Relationship

<p><strong>BACKGROUND &amp; AIM: </strong>Customer Relationship Management (CRM) with its various components has been considered as a tool causing customers' loyalty. The present study aims to investigate the relationship between the various components of customer relationship management and patients' loyalty to the place of their treatment.</p> <p><strong>METHODS:</strong> This cross sectional and descriptive-analytical study was conducted among nurses and hospitalized patients in inpatient wards in selected hospitals in 2014. Using the stratified random sampling method, 224 valid and reliable researcher-drafted questionnaires were completed for CRM by nurses and 359 questionnaires were completed by patients for patients' loyalty in the studied wards. Data were analyzed using the SPSS<sub>20</sub> software.</p> <p><strong>RESULTS:</strong> There was no statistically significant relationship between the level of patients' loyalty and organizational indicators, information technology and knowledge management (P Value&gt;0.05). However, there was a statistically significant relationship between loyalty and the dimensions of the service process (P Value=0.04), human resources (P Value=0.002) and CRM (P Value=0.038). The strength of these relationships were 34, 40 and 36 percent, respectively all of which were positive.</p> <p><strong>CONCLUSION:</strong> Customer Relationship Management is a tool for improving influencing factors on patients’ satisfaction and loyalty. Therefore, attempts to implement customer relationship management as a process for improving hospitals performance and improving<strong> </strong>communication between service providers in hospitals and customers leading to enhance patients’ loyalty should be taken into account by managers and policy makers in the health sectors.</p>

scholarly journals Hubungan Budaya Dengan Pernikahan Dini

2019 ◽  
Vol 4 (2) ◽  
Author(s):  
Olga Sandrela Mahendra ◽  
Tetti Solehati ◽  
Gusgus Ghraha Ramdhanie
Keyword(s):  
Quantitative Analysis ◽  
Significant Relationship ◽  
Sampling Method ◽  
Ethics Committee ◽  
University Research ◽  
Early Marriage ◽  
P Value ◽  
Cross Sectional ◽  
Cultural Aspects ◽  
The Relationship

leading factors to early marriage is culture. Many people still consider that marrying young couple is usual thing. This research was aimed at finding out the relationship between culture and early marriage in Pasawahan village, Tarogong Kaler sub-district, Garut regency. This research design employed quantitative analysis and cross-sectional approach was used. The number of sample was 59 people selected by total sampling method. The instrument used was questionnaire consisting of 24 questions that had been validated and proven reliable in Sukajadi village, Tarogong sub-district Garut.  The value obtained was 0,514-0,849 with the value of r table was 0,4227 and the value of Alpha cronbach obtained was 0,951 with r table value was 0,4227. This research was conducted during June 2019 after being approved by Padjadjaran University Research Ethics Committee with the letter No. 797/UN6.KEP/2019. This research showed that most of respondents, 35 people (59.3%) married when they were less than 17 years old. Besides, 31 respondents (52.5%) did not have any culture that support early marriage. The statistical result also showed that there was no significant relationship between culture and early marriage with the p-value obtained was 1,000 (pv > 0,05). This research concludes that there is no relationship between culture and early marriage. However, early marriage still needs to be avoided by looking at cultural aspects of society.

Customer relationship management and service quality, a survey within the banking sector

2014 ◽  
Vol 46 (2) ◽  
pp. 77-83 ◽  
Author(s):  
Changiz Valmohammadi ◽  
Mohammad Beladpas
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Banking Sector ◽  
Relationship Management ◽  
Service Industries ◽  
Customer Relationship ◽  
Cross Sectional ◽  
Content Type ◽  
The Relationship

Purpose – In the centre of marketing activities today is the service quality. For the banks to be successful in the intensively competitive environment, they are bound to attach importance to service quality. The purpose of the present study is to reveal the relationship between the customer relationship management (CRM) and the service quality of bank Sepah of Maku in Iran. Design/methodology/approach – A structured questionnaire survey was used to collect data for this research, and this process was administered by conducting personal interviews. The questionnaire included self-developed items, as well as items from questionnaires used in previous researches. Findings – The findings of this study suggest that managers, who aim to build and sustain a service quality base, should concentrate on the issue of communication. And also, this bank should implement strategies aimed at improving the communication with customers and obtaining information concerning the customers' needs, and resolving conflicts between the customer and the bank during a service failure. Research limitations/implications – The sample is restricted to only one bank, so it is strongly recommended that data be gathered from various parts of Iran including both manufacturing and service industries. As in this study the data gathered were cross-sectional, it is recommended in order to gain deeper understanding of the cause-and-effect relationship among the variables data to be gathered longitudinally. Originality/value – To the best knowledge of the authors this study is the first attempt to survey the relationship and the effects of CRM processes on the service quality of banking industry in the context of Iran.

Relationship Ending in the Concept of Customer Relationship Management

2015 ◽  
Vol 10 (2) ◽  
pp. 103-113
Author(s):  
Ewa Hajduk-Kasprowicz ◽  
Lech Nieżurawski
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Professional Services ◽  
Customer Relationship ◽  
Modern Literature ◽  
Relationship Dissolution ◽  
Business Relationships ◽  
Efficient Management ◽  
The Future ◽  
The Relationship

The paper discusses the problems of fading and ending of business relationships in the sphere of professional services i.e. the phase of a relationship dissolution resulting from a client's or a firm's decision to end it. This phase includes, among others, determining the causes of the relationship dissolution and drawing conclusions for the future in order to prevent losing the most lucrative clients. Both in theory and in practice, relationship ending is perceived as something stretched in time i.e. consisting of numerous stages and influenced by numerous factors and events.The aim of the present paper is an analysis of the modern literature on the causes and mechanisms of business relationships termination in the sphere of professional services as well as indicating some possibilities of a more effective and efficient management of these relations. 

scholarly journals CUSTOMER RELATIONSHIP MANAGEMENT SCALE FOR THE B2C MARKET: A CROSS-CULTURAL COMPARISON

2017 ◽  
Vol 18 (3) ◽  
pp. 42-69 ◽  
Author(s):  
GISELA DEMO ◽  
ELUIZA ALBERTO DE MORAIS WATANABE ◽  
DANIELLE CHRISTINE VASCONCELOS CHAUVET ◽  
KÉSIA ROZZETT
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
External Validity ◽  
Cultural Context ◽  
Relationship Management ◽  
The United States ◽  
Customer Relationship ◽  
Measurement Instruments ◽  
Cross Sectional Survey ◽  
Cross Sectional

ABSTRACT Purpose: The objectives of this study were to validate the Customer Relationship Management Scale (CRMS) in France, and to compare the French model to both Brazilian and American ones. Originality/gap/relevance/implications: Based on the premise that scientific measurement instruments may be used to reflect customers' perception about the organization actions and effectiveness, it is important to validate a scale within a multidimensional cultural context. Therefore, the applicability of the instrument shall be possible in different contexts, longitudinally, with diverse subjects, thus providing external validity and generalization. Key methodological aspects: This is a descriptive, instrumental, quantitative, cross-sectional survey where we used the Customer Relationship Management Scale (CRMS). The sampling method was non-probabilistic convenience and the total of answered questionnaires added up to 454. We carried out a quantitative research through Exploratory and Confirmatory Factor Analysis. Summary of key results: The results obtained in the analyses allow us to conclude that the relation between clients and companies is really two-dimensional and it involves two distinct factors, namely Loyalty and Customer Service. The scale validated in Brazil and in the United States remained stable, in terms of validity (quality of items) and reliability, when validated in a distinct context, that is, France. This makes its application in French organizations possible, improving its external validity and generalization. Key considerations/conclusions: The main objective of this study was reached and an instrument to assess what aspects French customers rank as relevant regarding CRM was produced showing theoretical consistency, reliability and construct validity as well.

scholarly journals Hubungan Antara Paritas Dan Partus Lama Dengan Kejadian Asfiksia Neonatorum Pada Bayi Baru Lahir Di Rumah Sakit Umum Daerah Kota Prabumulih Tahun 2019

2020 ◽  
Vol 5 (2) ◽  
pp. 101-106
Author(s):  
Dwi Saputri Mayang Sari
Keyword(s):  
High Risk ◽  
General Hospital ◽  
Significant Relationship ◽  
Univariate Analysis ◽  
Bivariate Analysis ◽  
P Value ◽  
Cross Sectional ◽  
Asphyxia Neonatorum ◽  
Prolonged Labor ◽  
The Relationship

Asphyxia Neonatorum is a failure to start and continue breathing spontaneously and regularly when a new baby is born or some time after birth. Babies may be born in asphyxia or may be able to breathe but then experience asphyxia some time after birth. The purpose of this study was to determine the relationship between parity and old parturition with the incidence of asphyxia neonatorum in the pre-Sumatran city general hospital in 2019. This study uses an Analytical Survey using a Cross Sectional approach. The population of this research is the babies born in the prehumulih city general hospital in 2019 amounted to 1763 people. The number of samples in this study were 326 respondents. In the univariate analysis it was found that from 326 respondents it was found that parity of high risk mothers was 168 respondents (51.5%) while parity of low risk mothers was 158 respondents (48.5%) and mothers who were diagnosed with prolonged labor were 149 respondents (45.7 %) while mothers who were not diagnosed with prolonged labor were 177 respondents (54.3%). Bivariate analysis shows parity has a significant relationship with the incidence of asphyxia neonatorum (p value 0,000) and old parturition has a significant relationship with the incidence of asphyxia neonatorum (p value 0,000). The conclusion of this study is that there is a relationship between parity and old parturition with the incidence of asphyxia neonatorum.

scholarly journals Pengaruh Identitas Sosial Dan Co-Creation Terhadap Niat Berperilaku Anggota Komunitas Online VW: Efek Moderasi Nostalgia

2016 ◽  
Vol 6 (2) ◽  
Author(s):  
Badri Munir Sukoco ◽  
Untung Teko TP
Keyword(s):  
Social Identity ◽  
Direct Effect ◽  
Customer Relationship Management ◽  
Indirect Effect ◽  
Behavioral Intentions ◽  
Relationship Management ◽  
Social Identification ◽  
Customer Relationship ◽  
The Relationship ◽  
Academic Implications

Developing relationships with customers through brand community is the recent tool for marketers for customer relationship management (CRM) program. The existence of a community, especially virtual, depends on the members’ participation as well as their recommendation to others. Previous studies indicate that members’ participation and recommendation depends on how deep is their identification toward the community. This article argues that social identification itself is not enough, unless the members engage in co-creation activities by exchanging knowledge with other members (co-consumption) and producers (co-production). Further, this article further argues that the effect of social identity on members’ co-creation and behavioral intentions will be moderated by their nostalgia proneness. We conducted survey among Volkswagen Indonesia CyberCommunity (VICC) members as one of the legendary brand in Indonesia. The results indicate that direct effect of social identity on members’ behavioral intentions is greater than indirect effect through co-creation. The moderating effect of nostalgia proneness is significant on the relationship between social identity and behavioral intentions, in which the effect is larger when members’ identification is low. Managerial and academic implications are further discussed in this paper. 

scholarly journals Dismenorhoe Incidence In Female Students With Anemia

2018 ◽  
pp. 179-185
Author(s):  
Azrida Machmud ◽  
Suchi Avnalurini Sharief ◽  
Halida Thamrin
Keyword(s):  
Young Women ◽  
Sampling Method ◽  
Sampling Technique ◽  
Deficiency Anemia ◽  
P Value ◽  
Chi Square ◽  
Cross Sectional ◽  
Children And Adolescent ◽  
Chi Square Test ◽  
The Relationship

For children and adolescent girls found many health problems, especially anemia. In women with iron deficiency anemia, the amount of menstrual blood is also more. Most women do not feel the symptoms at the time of menstruation, but some feel heavy in the pelvis or feel pain (dysmenorrhoea). Various studies have shown that the incidence of dysmenorrhoea is still quite high, those who experience severe dysmenorrhoea after taking the drug should rest and it is recommended to limit even leave the school or work for 1-3 days in a month which would certainly be detrimental to women in the activity, especially in young women who are in a period of growth and development. The purpose of this study to determine the relationship between anemia with dismenorhoe incident. The approach taken in this research is quantitative. This type of research used surveyive design with cross sectional approach. In this research the sampling method using Random Sampling technique. The results showed a significant relationship between anemia with the incidence of dysmenorrhoea in UMI midwifery students where the results of Chi Square test of 9,737 with p-value 0.0001 <0,05. It can be concluded that anemia can cause dysmenorrhoea in young women, so the need to increase knowledge about nutrition for young woman to prevent the happening of anemia.          

scholarly journals The influence of bank employees on bank customer relationship management

2007 ◽  
Vol 7 (1) ◽  
Author(s):  
C. Rootman ◽  
M. Tait ◽  
J Bosch
Keyword(s):  
South Africa ◽  
South African ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Service Providers ◽  
Relationship Management ◽  
Primary Objective ◽  
Customer Relationship ◽  
Positive Attitudes ◽  
Bank Employees

Purpose: Despite extensive research in services marketing, much is still unknown to specific service providers on the influence of their employees on their services. This paper attempts to address this limitation and investigates the influence of employees on the customer relationship management (CRM) of banks. The primary objective of this paper is to investigate the influence of selected independent variables, namely attitude and knowledgeability, on the CRM of banks.Design/Methodology/Approach: An empirical investigation was conducted with a structured questionnaire with items that related to banks' CRM in terms of attitude and knowledgeability. The sample consisted of 290 banking clients in the Nelson Mandela Metropolitan area and the response rate was 91.03%. Findings: Significant positive relationships exist between both the knowledgeability, and attitude of bank employees and a bank's CRM. These relationships imply that more extensive knowledgeability and more positive attitudes of bank employees lead to improved, maintained relationships between a bank and its clients. Employees play an important role in banks’ client relationships. Implications: Banks should focus on increasing their employees' knowledgeability and improving their attitude to ensure higher levels of CRM. This paper provides strategies for banks and could create greater awareness among South African banks of the advantages of CRM, how their employees influence their CRM, and ways to adapt to these influences. Originality/Value: No study has focused exclusively on CRM within banks in South Africa. Prior research focused on customer service and service quality; both possible results of superior CRM. However, this research differs, as it identifies the variables influencing CRM in banks in South Africa. It is proposed that this paper will be beneficial for South African banks, as the recommendations may be used to ensure higher levels of CRM in banks.

scholarly journals HUBUNGAN ANTARA ASUPAN ENERGI DENGAN STATUS GIZI MAHASISWA PROGRAM STUDI PENDIDIKAN DOKTER ANGKATAN 2013 FAKULTAS KEDOKTERAN UNIVERSITAS SAM RATULANGI

2014 ◽  
Vol 2 (1) ◽  
Author(s):  
Irene Ubro
Keyword(s):  
Energy Intake ◽  
Significant Relationship ◽  
Nutrient Intake ◽  
The Body ◽  
Nutrition Status ◽  
Rank Test ◽  
P Value ◽  
Cross Sectional ◽  
Spearman Rank ◽  
The Relationship

Abstract: Humans need a certain amount of energy in order to support the growth and activity. Energy can arise due to combustion derived from carbohydrates, fats and proteins in foods consumed by the body, therefore to have enough energy one should consume enough and balanced food.Nutritional status is a state of the body that is the final result of a balance between the nutrients into the body and its utilization. Adolescence (10-19 years) is a period that is often prone to nutritional problems, because in this period there is less and over nutrient intake. This study aims to determine the relationship between energy intake and Student’s Nutrition Status of  Faculty of Medical Education, University of Sam Ratulangi Manado Year 2013. This study was an observational analytic using cross - sectional approach. Results of statistical analysis using the Spearman rank test shows that, the value of the correlation coefficient (r) of - 0.234 on IMT and 0.077 on WHR and p value of < α = 0.05 on IMT and 0.514 > α = 0.05 on WHR. From the results it is concluded that there is a significant relationship between energy intake with BMI, while the relationship between energy intake with WHR there is no significant relationship. Keywords : Energy Intake, Nutritional Status    Abstrak: Manusia membutuhkan energi dalam jumlah tertentu guna untuk menunjang proses pertumbuhan dan melakukan aktifitas. Energi dapat timbul karena adanya pembakaran yang diperoleh dari karbohidrat, lemak dan protein dalam makanan yang di konsumsi oleh tubuh, karena itu agar energi tercukupi perlu  mengkonsumsi makanan yang cukup dan seimbang. Status gizi adalah keadaan tubuh yang merupakan hasil akhir dari keseimbangan antara zat gizi yang masuk ke dalam tubuh dan utilisasinya.Masa remaja (10-19 tahun) merupakan masa yang sering rentan terhadap masalah gizi, dikarenakan pada masa ini terjadi asupan gizi kurang dan asupan gizi lebih. Penelitian ini bertujuan untuk mengetahui hubungan asupan energi dengan status gizi pada mahasiswa Program Studi Pendidikan Dokter Angkatan 2013 Fakultas Kedokteran Universitas Sam Ratulangi Manado. Penelitian ini bersifat observasional analitik dengan menggunakan pendekatan cross-sectional (potong lintang). Kesimpulan: Hasil analisis statistik dengan menggunakan uji spearman rank menunjukkan bahwa, nilai koefisien korelasi (r) sebesar -0,234 pada IMT dan 0,077 pada WHR serta nilai p sebesar < α = 0,05 pada IMT dan 0,514 > α = 0,05 pada WHR. Dari hasil tersbut disimpulkan bahwa ada hubungan bermakna antara asupan energi dengan IMT sedangkan hubungan antara asupan energi dengan WHR tidak terdapat hubungan yang bermakna. Kata Kunci : Asupan Energi, Status Gizi

scholarly journals HUBUNGAN PENINGKATAN BERAT BADAN DAN KETIDAKTERATURAN SIKLUS HAID DENGAN PENGGUNA KB SUNTIK PADA AKSEPTOR KB DI PUSKESMAS PEMBINA PALEMBANG TAHUN 2018

2019 ◽  
Vol 8 (1) ◽  
Author(s):  
Bina Aquari Bina Aquari
Keyword(s):  
Significant Relationship ◽  
Hormonal Contraception ◽  
World Health ◽  
P Value ◽  
Chi Square ◽  
Cross Sectional ◽  
Chi Square Test ◽  
Monthly Period ◽  
Health Organization ◽  
The Relationship

ABSTRAK   Kontrasepsi Hormonal sebagai salah satu alat Kontrasepsi meningkat dan tajam. Menurut World Health Organization (WHO) 2014, Pengguna alat kontrasepsi suntik yaitu 35,3%, pil yaitu 30,5%, IUD yaitu 15,2%, Implant 7,3%, dan 11,7% Kontrasepsi lainnya. Tujuan penelitian ini untuk mengetahui apakah ada hubungan peningkatan berat badan dan ketidakteraturan siklus haid dengan KB suntik pada akseptor KB di Puskesmas Pembina Palembang Tahun 2018.Rumusan masalah penelitian ini adalah hubungan antara umur dan pengetahuan akseptor tentang KB Suntik di Puskesmas Pembina Palembang Tahun 2018.Penelitian ini menggunakan survey analitik dengan pendekatan cross sectional yang dilakukan dengan kuesioner.Uji Statistic yang dipakai adalah Uji Chi-Square. Populasi dalam penelitian ini berjumlah 62 orang dan seluruh Populasi dijadikan sampel. Dari hasil analisa univariat responden yang memakai KB Suntik lebih besar yaitu sebanyak 36 orang (58,1%), dan 26 orang (41,9%) yang tidak memakai KB Suntik. Responden yang berat badannya meningkat memakai kontrasepsi sebanyak 33 orang (53,2%), sedangkan responden yang berat badannya tidak meningkat sebanyak 29 orang (46,8%) dibandingkan dengan responden yang siklus haidnya tidak teratur adalah sebanyak 32 orang (51,6%). Hasil analisa statistik dengan menggunakan Uji Chi-Square dengan df = 1 ada hubungan yang bermakna peningkatan berat badan dengan KB Suntik pada akseptor KB diperoleh p value (0.006) lebih kecil dari (0,05) dan ada hubungan yang bermakna ketidakteraturan siklus haid dengan KB suntik pada akseptor KB diperoleh p value (0,011) lebih kecil dari (0,05). Saran agar petugas kesehatan meningkatkan kinerja dan sistem informasi mengenai masalah yang berhubungan dengan pemakaian KB Suntik.       ABSTRACT   The hormonal contraception as becoming on of the contraceptions tools which is increasing sharply. Based on world Health Organitation (WHO) the user of injected contraception is 35,3%, pill 30,5%, IUD 15%, implant 7,3%, and 11,7% for another contraception. The purpose of this research is for knowing wheter there is the increasing of weight and the irregular of monthly period with injected contraception for the acceptor at Puskesmas Pembina Palembang in 2014. The main case of this research is the relationship between the increasing of the weight and the irregular monthly period at Puskesmas Pembina Palembang in 2014. This research using analytic survey with cross sectional closing yhat was done by using questioner, the statistic test which take is Chi-Square test. The population in this reseacrh are 62 peoples, and all off them as becoming the sample from the result of respondent univariat analyze whom using the injected contraception in bigger that is exactly 36 people (58,1%) and 26 people (41,9%) whom do not using it. The respondent with their weight is increasing because of using contraception is 33 people (53,2%), while the respondent whom the weight do not increasing is 29 people (46,8%), when we compare with the respondent whom the monthly period is irregular are 32 people (51,6%). The result for statistic analyze by using the Chi-Square test with the df = 1 says that there is a significant relationship between the weight increasing with the injected contraception for the acceptor we get p value (0,006) is smaller than (0,05) and there is significant relationship between the injected contraception for the acceptor we get p value (0,011) with is smaller than (0,05). The sugestion of the health workes to increasing the performance the information sistem about the problem that is connected with the inject contraception using

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