Literatur review: Analisis Customer Relationship Marketing Dan Strategi Pendukung Dalam Meningkatkan Loyalitas Pasien RS Serta Kaitannya Dengan Pandemi Covid-19

The COVID-19 pandemic has changed people's behavior to be reluctant visit health facilities, especially hospitals. This an impact on cash flow and makes hospital business competition more stringent, so it's necessary determine a strategy maintain patient loyalty. purpose of this study analyze the effect customer relationship marketing loyalty in identify supporting strategies that use as competitiveness with other research method is literature inclusion criteria are journal discussing topic hospitals, published between 2014-2020. independent variable marketing, dependent database used Google Scholar, Science Direct, El Sevier. From database, 5 journals were obtained per objectives. Besides that, searching for news articles information. results show positive Conclusion application CRM still needs balanced several indicators developing strategy, including infrastructure, management product quality, service innovation, human resource management, ability handle conflicts, management. Keywords : Customer Relationship Marketing, Patient loyalty, Pandemic Covid-19, Hospital, Strategies.