Information System Success Model for Customer Relationship Management System in Health Promotion Centers
2
조회
0
다운로드
5
인용
0
참고문헌
키워드
초록
Objectives: Intensified competitiveness in the healthcare industry has increased the number of healthcare centers and propelled the introduction of customer relationship management (CRM) systems to meet diverse customer demands. This study aimed to develop the information system success model of the CRM system by investigating previously proposed indicators within the model. Methods: The evaluation areas of the CRM system includes three areas: the system characteristics area (system quality, information quality, and service quality), the user area (perceived usefulness and user satisfaction), and the performance area (personal performance and organizational performance). Detailed evaluation criteria of the three areas were developed, and its validity was verified by a survey administered to CRM system users in 13 nationwide health promotion centers. The survey data were analyzed by the structural equation modeling method, and the results confirmed that the model is feasible. Results: Information quality and service quality showed a statistically significant relationship with perceived usefulness and user satisfaction. Consequently, the perceived usefulness and user satisfaction had significant influence on individual performance as well as an indirect influence on organizational performance. Conclusions: This study extends the research area on information success from general information systems to CRM systems in health promotion centers applying a previous information success model. This lays a foundation for evaluating health promotion center systems and provides a useful guide for successful implementation of hospital CRM systems.
Abstract
Objectives: Intensified competitiveness in the healthcare industry has increased the number of healthcare centers and propelled the introduction of customer relationship management (CRM) systems to meet diverse customer demands. This study aimed to develop the information system success model of the CRM system by investigating previously proposed indicators within the model. Methods: The evaluation areas of the CRM system includes three areas: the system characteristics area (system quality, information quality, and service quality), the user area (perceived usefulness and user satisfaction), and the performance area (personal performance and organizational performance). Detailed evaluation criteria of the three areas were developed, and its validity was verified by a survey administered to CRM system users in 13 nationwide health promotion centers. The survey data were analyzed by the structural equation modeling method, and the results confirmed that the model is feasible. Results: Information quality and service quality showed a statistically significant relationship with perceived usefulness and user satisfaction. Consequently, the perceived usefulness and user satisfaction had significant influence on individual performance as well as an indirect influence on organizational performance. Conclusions: This study extends the research area on information success from general information systems to CRM systems in health promotion centers applying a previous information success model. This lays a foundation for evaluating health promotion center systems and provides a useful guide for successful implementation of hospital CRM systems.
참고문헌 (29)
- Hung SY, "Critical factors of hospital adoption on CRM system: organizational and information system perspectives", Decis Support Syst, 48(4), pp.592~603 (2010)
- "The Bangkok Charter for health promotion in a globalized world (11 August 2005)" (2009)[URL]
- 조덕영, "대학병원 건강검진센터 이용자의 속성에 관한 연구", 산업경제연구, 22(5), pp.2399~2420 (2009), 한국산업경제학회
- Lee SH, "Diversification of hospital services in Korea", pp.1990
- "Medical Institutions & Location Information: operating affairs status" (2013)[URL]
- "CRM: customer care goes end-to-end" (2000)[URL]
- Ngai EW, "Customer relationship management research (1992-2002): an academic literature review and classification", Mark Intell Plan, 23(6), pp.582~605 (2005)
- Bauer HH, "Building customer relations over the Internet", Ind Mark Manag, 31(2), pp.155~163 (2002)
- Reichheld FF, "Zero defections: quality comes to services", Harv Bus Rev, 68(5), pp.105~111 (1990)
- Beak HS, "Research and study on performance analysis of hospital CRM system and its improvement", pp.2008
- Almunawar MN, "Improving customer service in healthcare with CRM 2.0", GSTF J Bus Rev, 1(2), pp.7~ (2011)
- DeLone WH, "Information systems success: the quest for the dependent variable", Inf Syst Res, 3(1), pp.60~95 (1992)
- DeLone WH, "The DeLone and McLean model of information system success: a ten-year update", J Manag Inf Syst, 19(4), pp.9~30 (2003)
- Pitt LF, "Service quality: a measure of information systems effectiveness", MIS Q, 19(2), pp.173~187 (1995)
- Seddon PB, "A respecification and extension of the DeLone and McLean model of IS success", Inf Syst Res, 8(3), pp.240~253 (1997)
- Myers BL, "A comprehensive model for assessing the quality and productivity of the information systems function: toward a contingency theory for information systems assessment", Inf Resour Manag J, 10(1), pp.6~26 (1997)
- Yusof MM, "Towards a framework for health information systems evaluation", Proceedings of the 39th Annual Hawaii International Conference on System Sciences (2006)
- Seddon PB, "A partial test and development of the DeLone and McLean’s model of IS success", Australas J Inf Syst, 4(1), pp.90~109 (1996)
- Rainer RK, "The keys to executive information systems success", J Manag Inf Syst, 12(2), pp.83~98 (1995)
- Davis FD, "Perceived usefulness, perceived ease of use, and user acceptance of information technology", MIS Q, 13(3), pp.319~340 (1989)
- Agarwal R, "Time flies when you're having fun: cognitive absorption and beliefs about information technology usage", MIS Q, 24(4), pp.665~694 (2000)
- Halawi LA, "An empirical investigation of knowledge management systems’ success", J Comp Inf Syst, 48(2), pp.121~135 (2008)
- Hsieh JJ, "Explaining employees’ extended use of complex information systems", Eur J Inf Syst, 16, pp.216~227 (2007)
- 김정희, "A Study on User Satisfaction regarding the Clinical Decision Support System (CDSS) for Medication", Healthcare Informatics Research, 18(1), pp.35~43 (2012), 대한의료정보학회
- Lee SH, "An empirical study on customer satisfaction of health examination center", J Global Acad Mark Sci, 6, pp.211~231 (2000)
- Iivari J, "An empirical test of the DeLone-McLean model of information system success", ACM SIGMIS Database, 36(2), pp.8~27 (2005)
- Nunnally JC, "Psychometric theory" (1978), McGraw-Hill
- Byrne BM, "Structural equation modeling with AMOS: basic concepts, applications, and programming" (2010), Routledge
- Hair JF, "Multivariate data analysis" (2010), Prentice Hall