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Table of Contents

Improvement in Customer Service in Healthcare - Part 9


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Annex A. List of Illustrations

Figure 1 the CRM Life Cycle

Figure 2 Employment Growth in the US Healthcare Sector versus Other Industries

Figure 3 Sample CRM process

Figure 4 the SERVQUAL Model

Figure 5 Conceptual Framework for CRM Strategies in Healthcare Organizations

Figure 6 Distribution of Responses per Question

Figure 7 Distribution of Responses on the Basis of Study Components

Annex B. List of Tables

Table 1 Significance of Test Variables

Annex C. Questionnaire

Please rank answer these questions by writing 1 to 7 (1 Disagree the most; 7 Agree the most)

Tangibles (TA)

  1. TA1 Hospitals have up-to-date equipment.
  2. TA2 Hospital physical facilities are appealing.
  3. TA3 Hospital personnel are well dressed and appear neat.
  4. TA4 Physical environment of the facility is clean.

Reliability (RL)

  1. RL1 When hospital personnel promise to do something by a certain time, they do it.
  2. RL2 When the client has a problem, the hospital personnel should show sincere interest in solving the problem.
  3. RL3 Hospital performs the service right the first time.
  4. RL4 The hospital personnel provide their services at the time they promise to do so.
  5. RL5 Hospital stores keep their records accurately.

Responsiveness (RN)

  1. RN1 Hospital employees make information easily obtainable by clients.
  2. RN2 Hospital employees give prompt services to clients.
  3. RN3 Hospital employees are always willing to help clients.
  4. RN4 Hospital employees are never too busy to respond to clients requests.

Assurance (AS)

  1. AS1 The behaviour of hospital employees instil confidence in clients
  2. AS2 Clients feel safe in their transactions with the hospital employees
  3. AS3 Hospital employees are polite to clients.
  4. AS4 Hospital employees have knowledge to answer clients’ questions

Empathy (EM)

  1. EM1 Hospitals give clients individual attention.
  2. EM2 Hospitals operating hours are convenient to clients.
  3. EM3 Hospital employees give clients personal service.
  4. EM4 Hospitals have their customers’ interest at heart.
  5. EM5 Hospital employees understand the specific needs of their clients.

Demographics (DM)

  1. DM1 Gender (0=male, 1=female)
  2. DM2 Level of Education (0=undergraduate, 1=masters, 2=others)

DM3 Economic data (healthcare spending per month, etc.)

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