أثر إدارة العلاقة مع الزبائن على التميز في تقديم الخدمات لدى العيادات الطبية الخاصة : دراسة ميدانية

الملخص EN

The purpose of this study was to examine the impact of customer relationship management dimensions on distinctive service delivery at Private Medical Clinics in Algeria.

A sample of 47 health practitioners and administrative staff in private medical clinics.

Simple linear regression analysis was used to test the hypothesis and analyzed the data.

The results indicated that CRM dimensions (focus on key customers; CRM organization; knowledge management; technology-based CRM) have significant positive impacts on distinctive service delivery at private medical clinics.

Based on research results, a number of recommendations were introduced to clinics managers.