The effect of Customer Relationship Management on Customer Satisfaction with Health Facilities in Tanzania.

Chigwala, Jackline (2022) The effect of Customer Relationship Management on Customer Satisfaction with Health Facilities in Tanzania. Masters thesis, The Open University of Tanzania.

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Abstract

The objective of the study is to assess the effect of customer relationship management (CRM) on customer satisfaction with health facilities in Tanzania. The sample size was 327 sample sizes and used sample size for data collection. The study had employed correlation analysis to analyze the relationship between independent and dependent variables. The findings had revealed that, the results found that there is a strong and significant relationship between interaction management and customers’ satisfaction. The study had revealed that CRM has a positive and significant relationship with customer’s satisfaction. This is due to the fact that the elements of CRM namely relationship development, interaction management and employee’s behavior had been found to have a positive and significant relationship and hence influence on customers’ satisfaction at health facilities in Tanzania. The study wishes to provide the following recommendations: Hospitals and related health facilities should integrate CRM with other systems so as to ease storage, access, retrieve and use of clients’ information at any time when needed. This will avoid disturbances to clients and ensure fast serving and delivery of reliable solutions to clients. Hospitals and other related organizations should have complaints handling mechanisms so as to maintain better relationship with clients (patients). Complaints should be handled professionally and smartly to maintain customers’ values. Hospitals should ensure the employees’ behaviors are unquestionable and they must work professionally using the CRM. Working consistently will maintain the standards and customers will build trust and confidences to employees (Doctors and nurses) and thus continue to feel happy and satisfied. Keywords: Employees, Development, Management, Customer Relationship Management.

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