Customer Relationship Management influencing Customer Loyalty and Satisfaction – Patients’ Perception in Multispecialty Hospitals of Karnataka
Keywords:
Health Care, Quality of Service, Satisfaction levelAbstract
The main purpose of this Research study is to find out the patients satisfaction and loyalty in Multispecialty private healthcare services. A structured questionnaire was prepared and collected data from 100 patient participants were selected randomly those visit the selected private multispecialty hospitals at Shivamogga and Bangalore cities in Karnataka. The collected data were analyzed through tables, percentage, weight point, regression and SEM Model. The present study highlights the extent of service quality of the hospital services by the selected sample respondents. This paper is an attempt to find out inter-relationships between Patient perception in customer satisfaction and customer loyalty. This reviews and identifies essential service quality, infrastructure, management and communication related with the customer satisfaction and loyalty in the selected sample. Analysis of the data has been made and suggestions are offered to have better CRM practices to enhance the quality of service in the selected private multispecialty hospitals.
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