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:	eng eng
Published:	2012
Subjects:	T58.5-58.64 Information technology
Online Access:	https://etd.uum.edu.my/3361/1/KHALID_ALI_MOHAMMAD_RABABAH.pdf https://etd.uum.edu.my/3361/3/KHALID_ALI_MOHAMMAD_RABABAH.pdf
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id	my-uum-etd.3361
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Mohd, Haslina Ibrahim, Huda
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
qualification_name	Ph.D.
qualification_level	Doctorate
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
granting_institution	Universiti Utara Malaysia
granting_department	Awang Had Salleh Graduate School of Arts & Sciences
publishDate	2012
url	https://etd.uum.edu.my/3361/1/KHALID_ALI_MOHAMMAD_RABABAH.pdf https://etd.uum.edu.my/3361/3/KHALID_ALI_MOHAMMAD_RABABAH.pdf
_version_	1747827555761651712
spelling	my-uum-etd.33612019-11-14T02:45:52Z Framework for Adoption of Customer Relationship Management System in Hospital 2012 Rababah, Khalid Ali Mohammad Mohd, Haslina Ibrahim, Huda Awang Had Salleh Graduate School of Arts & Sciences Awang Had Salleh Graduate School of Arts & Sciences 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 https://etd.uum.edu.my/3361/ https://etd.uum.edu.my/3361/1/KHALID_ALI_MOHAMMAD_RABABAH.pdf text eng validuser https://etd.uum.edu.my/3361/3/KHALID_ALI_MOHAMMAD_RABABAH.pdf text eng public http://sierra.uum.edu.my/record=b1242552~S1 Ph.D. doctoral Universiti Utara Malaysia Adebanjo,D. (2006). Evaluating the effects of Customer Relationship Management using modelling and simulation techniques. 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