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http://dx.doi.org/10.15207/JKCS.2021.12.5.079

Factor Analysis on the Performance of Hospital Customer Relationship Management (HCRM) System  

Chun, Je-Ran (Hyosung General Hospital)
Publication Information
Journal of the Korea Convergence Society / v.12, no.5, 2021 , pp. 79-84 More about this Journal
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.
Keywords
Hospital Cusromer Relation Management System; Key Perfomance Indicator; Multiple Regression Analysis; SEM; Hospital Management Performance;
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