Authors : Jackline Chigwala

Volume/Issue : Volume 7 - 2022, Issue 4 - April

Google Scholar : https://bit.ly/3IIfn9N

Scribd : https://bit.ly/3G63XwN

DOI : https://doi.org/10.5281/zenodo.6569946

Abstract : This study general objective was to assess effect of CRM on customer satisfaction with health facilities in Tanzania. The study had employed correlation analysis to analyze the relationship between independent and dependent variables. Analysis found the strong and significant relationship between interaction management and customers’ satisfaction. The study had revealed that customers’ relationship management (CRM) has a positive impact on customer’s satisfaction. The study wishes to provide the following recommendation: Hospitals and related health facilities should integrate customers’ relationship management (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 support customer satisfaction.

Keywords : Health Facilities Customer Relationship Management and Satisfaction