2026-04-04T15:11:41Z https://meral.edu.mm/oai

oai:meral.edu.mm:recid/00009649 2024-07-25T08:44:10Z 1582963436320 1582963436320:1582965660463

The Effect of Service Quality and Customer Relationship Management on Customer Satisfaction and Revisit Intention towards Quality Care Aesthetic Clinic (Nang Khin Lay Naung, 2024) Nang Khin Lay Naung This study focuses on analyzing the effect of service quality and customer relationship management (CRM) on customer satisfaction and revisit intention of Quality Care Aesthetic Clinic in Yangon. There are 230 member card holding royal customers in the clinic. A sample size of 145 is determined using Raosoft sample size calculator. Respondents are selected by using simple random sampling method. Primary data is collected from 145 royal customers by using structured questionnaires through online questionnaire survey method. The descriptive statistics and regression analysis are conducted to analyze the collected data. Results revealed that service quality including interpersonal quality, technical quality, environmental quality and administrative quality have significant effect on customer satisfaction. Moreover, CRM practices which are CRM organization, knowledge management and technology-based CRM were found positive effect on customer satisfaction. The findings also verified positive effects and significant of customer satisfaction on revisit intention among patients. Patients who reported higher satisfaction levels were more likely to revisit the clinic for future treatments highlighting the critical role of customer satisfaction in driving patient loyalty and retention. 2024-05-01 https://meral.edu.mm/records/9649