Title Vartotojų lojalumo formavimas privačioje klinikoje "Biofirst" /
Translation of Title Consumers loyalty formation in private clinic Biofirst.
Authors Kriaučiūnienė, Inesa
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Pages 98
Keywords [eng] Loyalty ; customer loyalty ; formation of patient loyalty ; concept of customer loyalty ; customer loyalty factors
Abstract [eng] Customer loyalty in today’s business world is the driving force. Health care organizations are no exception. Whether public or private organization, the competitive battle is big and organizations are fighting for each patient. For organizations, long-term relationships become the priority goal because only they ensure loyal relationships. Lithuanian and foreign experts state that every loyal patient becomes an organization's competitive advantage over other organizations as it helps to ensure the success of a health care organization and provides benefits in supporting long-term relationships for both parties. Loyalty is one of the most significant strategies in today’s business as it ensures each organization’s stability and higher profitability because for each organization, it is cheaper to keep existing customers than to attract new ones. Just knowing your patients’ needs and expectations can provide proper health care and health promotion services thus maintaining and strengthening long-term relationships resulting in consumers loyal to organization. Object of the thesis: Consumers of the Biofirst private clinic. Goal of the thesis: Formation and evaluation of loyalty of consumers of the Biofirst private clinic. Tasks of the thesis: 1. To examine the problems in the private clinic, which provides health care and health promotion services. 2. To perform the theoretical analysis of loyalty of the consumers of health care and health promotion services. 3. To identify customer loyalty in the Biofirst private clinic and the factors influencing it. 4. To provide the Biofirst private clinic with recommendations to increase patient loyalty and retain loyal patients. Research methods: Research methods used in this thesis are systematic and comparative literature analysis as well as patients loyalty assessment study conducted in the Biofirst private health care and health promotion services clinic. The patients received 387 questionnaires, of which 300 have returned (response rate was 77.52 per cent.). Statistical data analysis was performed using SPSS 17.0 program and Excel 2010 program.
Dissertation Institution Kauno technologijos universitetas.
Type Master thesis
Language Lithuanian
Publication date 2017