Purpose: This paper aims to provide an example of how to use data mining techniques to identify patient segments regarding preferences for healthcare attributes and their demographic characteristics.
Design/methodology/approach: Data were derived from a number of individuals who received in-patient care at a health network in 2006. Data mining and conventional hierarchical clustering with average linkage and Pearson correlation procedures are employed and compared to show how each procedure best determines segmentation variables.
Findings: Data mining tools identified three differentiable segments by means of cluster analysis. These three clusters have significantly different demographic profiles.
Practical implications: The study reveals, when compared with traditional statistical methods, that data mining provides an efficient and effective tool for market segmentation. When there are numerous cluster variables involved, researchers and practitioners need to incorporate factor analysis for reducing variables to clearly and meaningfully understand clusters.
Originality/value: Interests and applications in data mining are increasing in many businesses. However, this technology is seldom applied to healthcare customer experience management. The paper shows that efficient and effective application of data mining methods can aid the understanding of patient healthcare preferences.