Effective customer relationship management of healthcare in Pakistan : a study of private hospitals in Pakistan

Abstract

This abstract examines the effects and the relative importance of the four perceived service quality dimensions on corporate image, customer satisfaction, and customer loyalty. The findings of research which we have done indicate that the four dimensions significantly influence and would affect corporate image, customer satisfaction, and customer loyalty in order to build effective customer relationship management. More specifically, the doctor concern and staff concern dimensions are the most important factor affecting customer satisfaction and customer loyalty. The conveniences of the care process and tangibles dimensions are the most important factor affecting corporate image. To obtain results SPSS is used for analyzing the results from different views that were collected by distributing 60 Questionnaires to N=300 outpatients of the five largest private hospitals each in twin cities of Pakistan.