An Empirical Study of Hospital’s Outpatient Loyalty From a Medical Center in Taiwan

In a highly competitive medical industry, hospitals can continue to create values and advantages using data mining technologies identify patients’ needs provide the services needed by various patients. This research focuses on outpatients in center Taiwan adopts recency, frequency, monetary (RFM) model, self-organizing maps, K-means method construct set of exploration procedures so that hospital use reference deal with related patient management issues, where R, F, M measure RFM spent for each outpatient Year 2016. The results show 321,908 be classified into 12 groups further categorized loyal outpatients, new lost outpatients. similarities differences among analyzed allow differentiation strategies its That is, model illustrated this study, establish better long-term relationship patients increasing loyalty.