The Effects of Hospitals' CRM Activities on Customers' Relationship States and Customers' Behavior Intention

고객지식을 활용한 병원 CRM활동이 고객관계상태 및 향후 행동 의도에 미치는 영향

  • 강수영 (경희대학교 경영대학원 의료경영학과) ;
  • 오평석 (한라대학교 경영사회대학 레저관광경영학과) ;
  • 김상만 (경희대학교 경영대학 경영학부)
  • Received : 2011.06.24
  • Accepted : 2011.09.07
  • Published : 2011.09.01


As the information from today's knowledge-based society alters the awareness of patients and provides a wider selection of medical institutions, the reality of medical institution management is struggling compared to the past. CRM was introduced to domestic hospitals as marketing strategy to dominate the competition under varying medical environment. Thus, this research invests on CRM activity types used in hospitals and the effects of CRM activities toward loyalty and switching intention. Futhermore, we investigate the mediating role of customer relationship commitment and termination in CRM activities. The subjects in this study included three hundred customers who are using hospital settings or who had experience with using the hospital settings. The researcher collected 262 survey questionnaires from May 23th, 2011 to June first. In order to evaluate the hypothesis in this study, structural equation model was analyzed by using AMOS 18.0.