Tools
Tools
Bisht, Sachin (2024) Impact of CRM in improving Patient Satisfaction in the Healthcare Sector of India. Masters thesis, Dublin, National College of Ireland.
Preview |
PDF (Master of Science)
Download (3MB) | Preview |
Abstract
Customer Relationship Management (CRM) can be considered as a creative and innovative technology that improves transparent and convenient access to medical records and case history of the patients. In this regard, this study has aimed to evaluate the ways CRM software has enhanced patient satisfaction level. Considering that, the research objectives have been formulated to identify the influence of CRM software on customer satisfaction level followed by the challenges faced by the healthcare sector while integrating CRM software. Healthcare sector therefore has been benefited by the integration of CRM software as it has improved the digital patient record system. This study followed a primary quantitative data collection method and conducted a survey among 100-150 patients of the Indian healthcare sector followed by frequency analysis and statistical analysis method with the aid of SPSS software, resulting in-depth analysis. The findings reveal that patients in the Indian healthcare sector are satisfied with the quality services and CRM methods utilised. The personalised healthcare services and catering the individual customer demands will lead to improved customer loyalty and satisfaction. The challenges faced in the CRM in the Indian healthcare sector includes patient data management. The limitations of the study include lack of data gathered from rural areas and lack of in depth qualitative information. The survey can be improved by gathering a large number of respondents to get more accurate findings. The scope of the research includes development of policy framework in the healthcare sector.
| Item Type: | Thesis (Masters) |
|---|---|
| Supervisors: | Name Email -, - UNSPECIFIED |
| Subjects: | Q Science > QH Natural history > QH301 Biology > Methods of research. Technique. Experimental biology > Data processing. Bioinformatics > Artificial intelligence Q Science > Q Science (General) > Self-organizing systems. Conscious automata > Artificial intelligence H Social Sciences > HF Commerce > Marketing > Consumer Behaviour R Medicine > Healthcare Industry T Technology > T Technology (General) > Information Technology Q Science > Q Science (General) > Self-organizing systems. Conscious automata > Machine learning |
| Divisions: | School of Business > Master of Science in Management |
| Depositing User: | Ciara O'Brien |
| Date Deposited: | 12 Aug 2025 10:40 |
| Last Modified: | 12 Aug 2025 10:40 |
| URI: | https://norma.ncirl.ie/id/eprint/8501 |
Actions (login required)
 |
View Item |