Analisis Customer Relationship Management terhadap Kepuasan Pasien Pusat Jantung Nasional Harapan Kita

Authors

  • S. Liawatimena Bina Nusantara University
  • Teguh Arifianto Bina Nusantara University
  • Yunina Saliu Bina Nusantara University
  • Hartono Agus Salim Bina Nusantara University

DOI:

https://doi.org/10.21512/tw.v3i1.3832

Keywords:

customer relationship management, patient

Abstract

The research tries to find out how big the influence of Customer Relationship Management of Heart Centre Patient Harapan Kita concerning the patient satisfaction. The Customer Relationship Management divide into three main functions which is Acquisition, Enhance, and Retain. The conclusion is, if there is increased in Customer Relationship Management of Heart Centre Patient Harapan Kita, it will increased the patient satisfaction also.

Dimensions

Plum Analytics

References

Aditama, Tjandra Yoga. 2000. Management Rumah Sakit. Jakarta: Universitas Indonesia.

Brown, Stanley. 2000. Customer Relationship Management: A Strategic Imperative in the World of E-Business. [WWW Document. URL http://www.amazon.com].

Ciptamaya. 1997. Definisi CRM. [WWW Document. URL http://www.indocrm.com/Others

/indeks.cfm?fuseaction=tentang_crm].

Dyche, Jill. 2001. The CRM Handbook: A Business Guide To CRM. [WWW Document. URL http://www.amazon.com].

Irawan, Handi. 2002. 10 Prinsip Kepuasan Pelanggan. Jakarta: PT Elex Media Komputindo.

Kalakota, Ravi. 2000. e-Business: Roadmap for Success. Massachusetts: Addison Wesley Longman, Inc.

Kotler, Philip. 1997. Manajemen Pemasaran: Analisis, Perencanaan, Implementasi dan Kontrol. Jilid 1. Jakarta: PT Prenhallindo.

Rangkuti, Freddy. 2002. Measuring Customer Satisfaction. Jakarta: PT Gramedia Pustaka Utama.

Tjiptono, Fandy. 1997. Prinsip-prinsip Total Quality Service. Yogyakarta: Andi Offset.

Yoeti, H. Oka A. 1999. Customer Service Cara Efektif Memuaskan Pelanggan. Jakarta: Pradnya Paramita.

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Published

2002-03-31

How to Cite

Liawatimena, S., Arifianto, T., Saliu, Y., & Salim, H. A. (2002). Analisis Customer Relationship Management terhadap Kepuasan Pasien Pusat Jantung Nasional Harapan Kita. Journal The Winners, 3(1), 56-78. https://doi.org/10.21512/tw.v3i1.3832

Issue

Vol. 3 No. 1 (2002): The Winners Vol. 3 No. 1 2002

Section

Articles

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