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Framework for Adoption of Customer Relationship Management System in Hospital

Customer Relationship Management (CRM) systems enable hospitals to provide better quality of services, to improve customers' satisfaction, and to increase their profitability and competitiveness. However, there is little attention and lack of adoption of the CRM systems in private hospitals in...

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Main Author: Rababah, Khalid Ali Mohammad
Format: Thesis
Language:English
English
Published: 2012
Subjects:
T58.5-58.64 Information technology
Online Access:http://etd.uum.edu.my/3361/1/KHALID_ALI_MOHAMMAD_RABABAH.pdf
http://etd.uum.edu.my/3361/3/KHALID_ALI_MOHAMMAD_RABABAH.pdf
http://etd.uum.edu.my/3361/
http://sierra.uum.edu.my/record=b1242552~S1
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spelling my.uum.etd.33612019-11-14T02:45:52Z http://etd.uum.edu.my/3361/ Framework for Adoption of Customer Relationship Management System in Hospital Rababah, Khalid Ali Mohammad T58.5-58.64 Information technology Customer Relationship Management (CRM) systems enable hospitals to provide better quality of services, to improve customers' satisfaction, and to increase their profitability and competitiveness. However, there is little attention and lack of adoption of the CRM systems in private hospitals in Malaysia. Moreover, few studies have investigated the factors influencing the adoption of the CRM systems in private hospitals in Malaysia. The main objective of this study is therefore to develop an adoption framework of the CRM system for hospitals.Self-administered questionnaires were used to collect the data from the top management employees in private hospitals in Malaysia. A total of 148 questionnaires distributed in which 79 questionnaires (53%) were returned. The data of 72 valid questionnaires were analysed using Correlation and Multiple Regression techniques to validate the framework. The framework, adapted from the Diffusion of Innovation (DOI) theory and the Model of Information System (IS) Innovation, was built to relate innovation, organizational, and environmental factors to the perception of the CRM system's benefits and implementation plans. Findings indicate that innovation, organizational, and environmental factors have positive significant relationships (p > 0.05). The results of the study such as the constructed framework, provide a set of adoption guidelines that contributes to a successful adoption and implementation of the CRM systems. The framework also contributes to the body of knowledge in the DOI theory, the Model of IS Innovation, and the CRM domain. In practical, the results have many implications such as emphasizing on the roles of the CRM systems on solving major problems in hospitals and encouraging the vendors of the CRM systems to improve their marketing strategies and to provide the CRM systems at reasonable prices. 2012 Thesis NonPeerReviewed text en http://etd.uum.edu.my/3361/1/KHALID_ALI_MOHAMMAD_RABABAH.pdf text en http://etd.uum.edu.my/3361/3/KHALID_ALI_MOHAMMAD_RABABAH.pdf Rababah, Khalid Ali Mohammad (2012) Framework for Adoption of Customer Relationship Management System in Hospital. PhD. thesis, Universiti Utara Malaysia. http://sierra.uum.edu.my/record=b1242552~S1
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
English
topic T58.5-58.64 Information technology
spellingShingle T58.5-58.64 Information technology
Rababah, Khalid Ali Mohammad
Framework for Adoption of Customer Relationship Management System in Hospital
description Customer Relationship Management (CRM) systems enable hospitals to provide better quality of services, to improve customers' satisfaction, and to increase their profitability and competitiveness. However, there is little attention and lack of adoption of the CRM systems in private hospitals in Malaysia. Moreover, few studies have investigated the factors influencing the adoption of the CRM systems in private hospitals in Malaysia. The main objective of this study is therefore to develop an adoption framework of the CRM system for hospitals.Self-administered questionnaires were used to collect the data from the top management employees in private hospitals in Malaysia. A total of 148 questionnaires distributed in which 79 questionnaires (53%) were returned. The data of 72 valid questionnaires were analysed using Correlation and Multiple Regression techniques to validate the framework. The framework, adapted from the Diffusion of Innovation (DOI) theory and the Model of Information System (IS) Innovation, was built to relate innovation, organizational, and environmental factors to the perception of the CRM system's benefits and implementation plans. Findings indicate that innovation, organizational, and environmental factors have positive significant relationships (p > 0.05). The results of the study such as the constructed framework, provide a set of adoption guidelines that contributes to a successful adoption and implementation of the CRM systems. The framework also contributes to the body of knowledge in the DOI theory, the Model of IS Innovation, and the CRM domain. In practical, the results have many implications such as emphasizing on the roles of the CRM systems on solving major problems in hospitals and encouraging the vendors of the CRM systems to improve their marketing strategies and to provide the CRM systems at reasonable prices.
format Thesis
author Rababah, Khalid Ali Mohammad
author_facet Rababah, Khalid Ali Mohammad
author_sort Rababah, Khalid Ali Mohammad
title Framework for Adoption of Customer Relationship Management System in Hospital
title_short Framework for Adoption of Customer Relationship Management System in Hospital
title_full Framework for Adoption of Customer Relationship Management System in Hospital
title_fullStr Framework for Adoption of Customer Relationship Management System in Hospital
title_full_unstemmed Framework for Adoption of Customer Relationship Management System in Hospital
title_sort framework for adoption of customer relationship management system in hospital
publishDate 2012
url http://etd.uum.edu.my/3361/1/KHALID_ALI_MOHAMMAD_RABABAH.pdf
http://etd.uum.edu.my/3361/3/KHALID_ALI_MOHAMMAD_RABABAH.pdf
http://etd.uum.edu.my/3361/
http://sierra.uum.edu.my/record=b1242552~S1
_version_ 1651870335442616320
score 13.211869

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