Selecting the Optimal Vendor of Customer Relationship Management System for Medical Tourism Industry Using Delphi and AHP

This study builds a model to evaluate and select vendors of customer relationship management (CRM) system for the medical tourism industry from the viewpoint of medical tourism industry. Literature in related fields was reviewed, and the modified Delphi method was applied to find proper evaluation and selection criteria for the model. Then the analytic hierarchy process (AHP) was applied to determine weights of criteria in order to rank vendors and pick the optimal choice of vendor of CRM system for the medical tourism industry. The case used in this study was a teaching medical institution. This evaluation and selection model was applied for an empirical study. The results show that the five main criteria were, in order: system integrators’ ability to provide services, system integrators’ ability to develop software, economic factors of system implementation, ability to implement data mining, ability to implement CRM. Operators in the medical tourism industry could use this model to select the best vedor of CRM system. Pi-Fang Hsu Shih Hsin University, Taiwan Kuo-Yu Lan Shih Hsin University, Taiwan Chia-Wen Tsai Ming Chuan University, Taiwan