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. The data of 72 valid questionnaires were analysed using Correlation and Multiple Regression techniques to validate the framework.
EMPLOYEE MANAGEMENT SYSTEM
Anti-Plagiarism (Check on plagiarism) download | zazoom.info
Microsoft Dynamics Partner in Dubai, UAE
Abstract CRM Customer Relationship Management as a strategy has increased popularity by connecting enterprises and customers closely through different mediums. This helps businesses to effectively understand, manage and sustain the customer relationship in a long run. With technology advancements and enormous amount of information available, enterprises are finding various ways to stay connected with the customers.
Traditional customer relationship management CRM system aims to keep information in a structured way in order to track customers. However, these methods do not cover knowledge. Developing an ontology-based CRM system provides customer loyalty, customer behavior, customer motivation, and customer characteristics which are not extracted directly from traditional CRM systems.