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Implementation of Customer Relationship Management System (CRMS) in Healthcare: An Actor-Network Theory (ANT) Perception

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dc.contributor.authorBaashar Y.en_US
dc.contributor.authorAlkawsi G.en_US
dc.contributor.authorAlhussian H.en_US
dc.contributor.authorBahbouh H.T.en_US
dc.contributor.authorid56768090200en_US
dc.contributor.authorid57191982354en_US
dc.contributor.authorid55430817100en_US
dc.contributor.authorid6508133865en_US
dc.date.accessioned2023-05-29T09:06:42Z
dc.date.available2023-05-29T09:06:42Z
dc.date.issued2021
dc.descriptionHealth care; Hospitals; Network theory (graphs); Social sciences computing; Actor network theory; Customer relationship management systems; Healthcare sectors; Medical fields; Medical professionals; Private hospitals; Qualitative approach; Service Quality; Public relationsen_US
dc.description.abstractThe main objective of this study is to evaluate the customer relationship management system (CRMS) implementation using actor-network theory (ANT) in the medical field. Many studies have suggested that the development of CRM can be very beneficial for hospitals, medical professionals and patients. At the same time, other studies have indicated that CRM is a successful notion of improving healthcare business, service quality and overall satisfaction. This study aims to explore the implementation CRM in the Malaysian healthcare sector, and in order to achieve this aim a qualitative approach will be applied. A number of private hospitals located in the state of Perak have been interviewed, but currently on hold due to the Covid-19 pandemic and restrictions. The findings from several IT executives and medical professionals indicated that no hospital has fully implemented the CRM yet and there is a lack of knowledge on what does CRM really means. However, further investigations will be taking place in various states and hospitals once restrictions were eased to find out more about the current status of CRM implementation. We believe that ANT can be very valuable in evaluating the CRMS implementation in healthcare, as it can help in exploring how certain technologies would form human's interaction. � 2021 IEEE.en_US
dc.description.natureFinalen_US
dc.identifier.ArtNo9497218
dc.identifier.doi10.1109/ICCOINS49721.2021.9497218
dc.identifier.epage365
dc.identifier.scopus2-s2.0-85112479952
dc.identifier.spage363
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-85112479952&doi=10.1109%2fICCOINS49721.2021.9497218&partnerID=40&md5=4cbbf40958da09429c78f2233a3c5c63
dc.identifier.urihttps://irepository.uniten.edu.my/handle/123456789/26089
dc.publisherInstitute of Electrical and Electronics Engineers Inc.en_US
dc.sourceScopus
dc.sourcetitleProceedings - International Conference on Computer and Information Sciences: Sustaining Tomorrow with Digital Innovation, ICCOINS 2021
dc.titleImplementation of Customer Relationship Management System (CRMS) in Healthcare: An Actor-Network Theory (ANT) Perceptionen_US
dc.typeConference Paperen_US
dspace.entity.typePublication
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