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Yaghoubi M, Asgari H, Javadi M. The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals. J Educ Health Promot. 2017;6:6doi: 10.4103/jehp.jehp_32_14.
Yaghoubi, M., Asgari, H., & Javadi, M. (2017). The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals. Journal of education and health promotion, 66. https://doi.org/10.4103/jehp.jehp_32_14
Yaghoubi, Maryam, et al. "The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals." Journal of education and health promotion vol. 6 (2017): 6. doi: https://doi.org/10.4103/jehp.jehp_32_14
Yaghoubi M, Asgari H, Javadi M. The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals. J Educ Health Promot. 2017 Apr 19;6:6. doi: 10.4103/jehp.jehp_32_14. eCollection 2017. PMID: 28546971; PMCID: PMC5433632.
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J Educ Health Promot. 2017 Apr 19;6:6. doi: 10.4103/jehp.jehp_32_14. eCollection 2017.

The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals.

Journal of education and health promotion

Maryam Yaghoubi, Hamed Asgari, Marzieh Javadi

Affiliations

  1. Health Management Research Center, Baqiyatallah University of Medical Sciences, Tehran, Iran.
  2. Department of Health Services Management, Semnan Branch, Islamic Azad University, Semnan, Iran.

PMID: 28546971 PMCID: PMC5433632 DOI: 10.4103/jehp.jehp_32_14

Abstract

CONTEXT: One of the challenges in the fiercely competitive space of health organizations is responding to customers and building trust and satisfaction in them in the shortest time, with best quality and highest productivity. Hence the aim of this study is to survey the impact of customer relationship management (CRM) on organizational productivity, customer loyalty, satisfaction and trust in selected hospitals of Isfahan (in Iran).

MATERIALS AND METHODS: This study is a correlation descriptive research. Study population was the nurses in selected hospitals of Isfahan and the sampling has been conducted using stratified random method. Data collection tool is a researcher-made questionnaire of CRM and its effects (organizational productivity, customer loyalty, satisfaction and trust) which its validity and reliability has been confirmed by researchers. Structural equation method was used to determine the impact of variables. Data analysis method was structural equation modeling and the software used was SPSS version 16 (IBM, SPSS, 2007 Microsoft Corp., Bristol, UK) and AMOS version 18 (IBM, SPSS, 2010 Microsoft Corp, Bristol, UK).

RESULTS: Among the dimensions of CRM, diversification had the highest impact (0.83) and customer acquisition had the lowest (0.57) CRM, had the lowest impact on productivity (0.59) and the highest effect on customer satisfaction (0.83).

CONCLUSIONS: For the implementation of CRM, it is necessary that the studied hospitals improve strategies of acquiring information about new customers, attracting new customers and keeping them and communication with patients outside the hospital and improve the system of measuring patient satisfaction and loyalty.

Keywords: Customer relationship management; hospital; structural equations

Conflict of interest statement

There are no conflicts of interest.

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