Journal of the Korea Convergence Society (한국융합학회논문지)

Korea Convergence Society (한국융합학회)
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Factor Analysis on the Performance of Hospital Customer Relationship Management (HCRM) System

병원고객관계관리시스템의 성과요인 분석

  • Received : 2021.04.06
  • Accepted : 2021.05.20
  • Published : 2021.05.28
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Abstract

The objective of this paper is to find out the factors for the performance of the Hospital Customer Relationship Management (HCRM) system. Furthermore, the relationships between these factors have been analyzed. In order to analyze the performance of the HCRM system, factor analysis with several Key Performance Indicators (KPIs) was conducted. And also multiple regression analysis and Chi-square test were executed. In this study, several hypotheses were derived to analyze the relationships between factors of performance of HCRM system. These hypotheses were tested by using the Structural Equation Model (SEM). As the result of this study, we discovered the HCRM-Infrastructure has positive effects on the HCRM-Performance. And the HCRM-Performance has also positive influences on the hospital management performance. On the basis of the research result, we proposed some suggestions and guidelines for the successful implementation and improvement of HCRM system.

이 논문의 목적은 병원고객관계관리(HCRM)시스템의 성능에 영향을 미치는 요인를 찾고 또한 이러한 요인 간의 관계를 분석하는데 있다. HCRM 시스템의 성능을 분석하기 위해 여러 KPI (핵심성과지표)의 분석을 수행했다. HCRM 시스템 성능에 영향을 미치는 요인 분석을 위해 다중회귀분석과 카이제곱검정을 수행하였다. 이 연구에서는 HCRM 시스템 성능의 선행요인과 결과요인 사이의 관계를 분석하기 위해 몇 가지 가설을 도출하였다. 이러한 가설들은 SEM (Structural Equation Model)을 사용하여 테스트되었다. 조사 결과 본 연구의 결과로서 HCRM-Infrastructure가 HCRM-Performance에 긍정적인 영향을 미친다는 사실을 발견했다. 그리고 HCRM-Performance는 병원의 경영관리성과에도 긍정적인 영향을 미치는 것으로 확인되었다. 본 연구 결과를 바탕으로 HCRM시스템의 성공적인 구축과 성공적인 구현 및 개선을 위한 몇 가지 제안과 지침을 제안했다.

Keywords

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