Darbo tikslas: įvertinti odontologijos klinikos „X“ klientų lojalumą ir pateikti pasiūlymus pacientų lojalumo didinimui. Uždaviniai: 1. Atlikti vartotojų lojalumo teorinę analizę. 2. Atlikti odontologijos klinikos „X“ veiklos situacijos analizę. 3. Ištirti odontologijos klinikos „X“ pacientų lojalumą. 4. Identifikuoti klinikos problemines sritis, kurias patobulinus įmonė pasiektų didesnį vartotojų pasitenkinimą ir lojalumą. Tyrimo metodika. Anketinės apklausos. Tyrimo metu buvo apklausti klinikos pacientai ir personalas. Išvados: Nustatyta, kad įmonės pacientai yra patenkinti klinikos teikiamomis paslaugomis ir dažniausiai apie šią kliniką sužinojo iš kitų asmenų rekomendacijų. Tačiau nors ir klientai yra patenkinti įmonėje vyrauja didelė pacientų kaita. Lojalūs klientai nesudaro daugumos klinikos pacientų, tačiau tie, kurie jau yra lojalūs rodo stiprų lojalumą ir yra pastovūs įmonės klientai. Odontologijos klinikos „X“ silpniausios sritys lojalių vartotojų formavime yra: klinikos darbo laikas, didelės susidariusios eilės, ilgalaikiai santykiai ir aukšti įkainiai. / Aim of the study: to evaluate the loyalty of the dental clinic “X“ clients’ and to provide recommendations for patients’ loyalty growth. Objectives: 1. To make a theoretical analysis of the customers’ loyalty. 2. To make an analysis of the dental clinic “X” current bussiness situation. 3. To explore the loyalty of patients’ of the dental clinic “X”. 4. To indentify the problematic areas of clinics’ business, which, if improved, would help to increase the loyalty and satisfaction of the clinic’s customers. Research methods. The questionnaire surveys. During the reasearch, the clinics’ patients and personnel were questioned. Conclusions. It was identified that patients are satisfied with the services provided by the clinic. Most of the patients learned about the clinic from other peoples‘ recommendations. Although clients are contented the high turnover of the customers existence. Loyal customers are not a big part of all clinic patients, but those who are already loyal are showing strong loyalty. Dental Clinic "X" the weakest areas of the formation of loyal customers is: clinic time, long queues and high rates.

SUMMARY Aim of the study. To analyze how odontological help is provided to children in Kaunas City. Objectives. 1. To describe the volume, legal basis of odontological assistance for children. 2. To compare odontological assistance rendered to children in private and primary health care centres. 3. To forecast the opportunities of odontological assistance organization in the future. Methods. The investigated persons consist of Kaunas C. children of 1 – 18, children parents and heads of odontological institutions. A child is considered to be a statistic observance unit. The employed epidemiological investigation method is written interrogation: 200 questionnaires for children parents (168 questionnaires were returned) and 30 questionnaires for the heads of odontological institutions (7 questionnaires were replied by public, 23 – private teeth treatment institutions heads). The data of the questionnaire have been statistically evaluated by using SPSS 12 statistical program package. Results. More than half (51 percent) of parents take their children to private teeth treatment institutions. 30 per cent of children are treated in Public Institution Odontological Departments. In the school rooms 2 per cent of children are treated. The parent choice to take children to private odontological clinic has been determined by service quality (58.8 percent), doctor competence (49.4 percent) and variety of services (21.2 percent). The public teeth treatment institutions are chosen because... [to full text]