치과의 고객관계관리 활동과 고객의 관계몰입

Abstract

The purpose of this study was to examine customer relationship management service provided for customers of dental clinics and their relationship commitment in an effort to offer some information on customer relationship management by dental clinics. The subjects in this study were 206 adult residents in North Jeolla Province, on whom a self-administered survey was conducted. Customer relationship management service, satisfaction with customer relationship management service and relationship commitment were linked to one another, and the variables that affected relationship commitment were differentiated management and satisfaction with relationship management. Given the findings of the study, more research efforts should be directed into the customer relationship management of dental clinics to improve the effectiveness of it.