Critical Factors of CRM Adoption and Implement in hospitals: An Empirical Study in Taiwan

• Main Authors: Jiang shu-chen, 江叔倩
• Other Authors: Hung Shin-Yuan
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/52620846078717766219

碩士 === 國立中正大學 === 資訊管理所 === 94 === With the implementation of the BNHI in 1995 and the implementation of global budget in 2000, many hospitals faced with the problem of finance. Each of the hospitals has adopted the strategy of keeping cost down for earning higher profit. Efficient and automatic processes can reduce the cost of operation. The interaction mechanism of patients and hospitals can hold the good communication and can improve the customer satisfaction for increasing the revenue. Therefore, the implementation of CRM has become the important strategy in a hospital. This study adapted from Thong (1999) to develop an integrated model. The model is to explore the critical factors of CRM adoption and implement in hospitals. Five contextual variables such as environmental characteristics, organizational characteristics, decision-maker characteristics, information system characteristics and CRM characteristics are included for the empirical study. A questionnaire survey was conducted in 508 hospitals. The response rate approximate to 19.09%. Data analysis show that hospitals with certain organization size, employees’ IS skills, CEO’s innovation, CEO’s IS knowledge, relative advantage of IS, compatibility of IS and knowledge management capabilities of CRM are more likely to adopt CRM. In addition, data analysis show that hospitals that have adopted CRM with certain organization size and complexity of IS are more likely to adopt CRM to a certain extent. Hospitals that have adopted CRM with certain organization size and compatibility of IS are more likely to adopt CRM profoundly.