Critical success factors of customer relationship management at private hospitals in Malaysia
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Date
2005-05
Authors
Kamarul Zaman Abdullah
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Abstract
The purpose of this study is to explore the critical success factors of Customer Relationship Management (CRM) in Malaysian private hospitals. After reviewing the related literatures about CRM success factors, it was found out that the among critical success factors are the top management support, technological readiness, and knowledge management capability are the independent variables that the researcher is interested to study. These are main factors that were defined by Croteau and Li (2003). The researcher would like to investigate also what is the impact of the employee resistance during the introduction of the CRM system in the hospital organization. The findings suggest that top management support is a critical success factor when CRM is going to be implemented to the external success as perceived by the hospital. Knowledge management capability was found to be most significant critical success factor affecting the internal locus of success. However, technological readiness was not significant with respect to CRM success both internal and external success in Malaysia private hospital. No relationship was found on the employee resistance as the moderator in the study.
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Keywords
Business Administration , Customer Relationship Management , Private Hospitals , Malaysia