電子化已經是一股不可抵擋的趨勢，但是在醫療體系的實施卻較其他產業慢，因此醫院也可以學習其他企業利用資訊科技來提高管理的效益。其中，顧客關係管理系統的建構就是一條可行之道。例如：現在國內僅有台大醫院做到個人化的網頁服務，而成大醫院是否也應跟進？藉由一些應用軟體的協助，快速的將現代化之顧客服務系統建構完成，以更加瞭解病患的需求，提供超出期望的服務，以提高其滿意度，進而提升病患對醫院的忠誠度。
本研究將針對醫療產業，提出在一對一顧客關係之管理架構下，協助醫院有效的提供病患所需的各種服務，並以傳統看診及轉診流程為例加以改善以增加效率及效能。論文中將依照所提出的架構，實際開發雛形系統，再以一個個案作實證評估，並探討此架構下所建立之雛形系統的優缺點，最後並探討與醫院電子化標準結合的可行性。
由於市面上有許多軟體公司所開發的應用系統，都能達到分析及個人化的功能，但如何考量本身的實際需求，以善用軟體公司所提供的部分模組功能卻乏人研究。因此，本研究將對市面上的顧客關係管理軟體功能作一比較，並採用應用系統來建構雛形系統，其主要功能為：提供一般民眾所需的醫療相關知識及訊息、線上掛號服務、預約檢查行程、醫護人員行程管理、線上看診及評估醫護人員績效等。

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中文部分

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12.陳維昭（1992），「台大醫院門診醫療品質管理」，醫院醫療品質保證研討會論文集，國防醫學院。
13.郭德賓（1999），「服務業顧客滿意評量模式之研究」，國立中山大學企業管理所博士論文。
14.張睿詒、王雅麗、蕭世榮、黃興進（1996），「再創省立醫院經營契機—全面品質之實施與困境」，品質管制月刊，第三十二卷第十二期。
15.國際標準組織（ISO）（2000），「國際品質標準ISO 9001，2000版」。
16.許緯麟（1997），「醫院管理與電腦」，慈濟醫管創刊號。
17.曾倫崇，（1996），「提昇醫療服務品質的新思維」，品質管制月刊。
18.電子化企業經理人報告（1999），「整合策略、科技與流程執行—電子化顧客關係管理」，ARC遠擎管理顧問公司企業智慧部。
19.電子化企業經理人報告（2000），「新世代的顧客關係管理科技—電腦電話整合式客服中心與資料倉儲」，ARC遠擎管理顧問公司企業智慧部。
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網站部分

1.中央健保局（2000）為民服務白皮書，http://www.nhi.gov.tw/
2.中原大學網站經營研究所（2002），http://www.webbiz.org.tw/show/crm.doc
3.台灣大學附設醫院（2002），http://ntuh.mc.ntu.edu.tw/
4.成功大學附設醫院（2002），http://140.116.253.119:2783/nckm/
5.美商宏道資訊公司（2002），http://www.broadvision.com/OneToOne/SessionMgr/home_page.jsp
6.美商甲骨文公司（2002），http://www.oracle.com/
7.飛翔網訊（2002），http://www.800teleservices.com/contentpagechinese/
8.資策會（2000），http://www.find.org.tw/0105/news/
9.葫蘆網資訊股份有限公司（2002），http://www.fluso.com/kcol.nsf/
10.遠擎管理顧問公司（2000），
http://www.arcway.com.tw/chinese/archome/arcview/
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