Healthc Inform Res.  2013 Jun;19(2):110-120. 10.4258/hir.2013.19.2.110.

Information System Success Model for Customer Relationship Management System in Health Promotion Centers

• Choi W
• Rho MJ
• Park J
• Kim KJ
• Kwon YD
• Choi IY

• KMID: 2229492
• DOI: http://doi.org/10.4258/hir.2013.19.2.110

Abstract

OBJECTIVES
Intensified competitiveness in the healthcare industry has increased the number of healthcare centers and propelled the introduction of customer relationship management (CRM) systems to meet diverse customer demands. This study aimed to develop the information system success model of the CRM system by investigating previously proposed indicators within the model.
METHODS
The evaluation areas of the CRM system includes three areas: the system characteristics area (system quality, information quality, and service quality), the user area (perceived usefulness and user satisfaction), and the performance area (personal performance and organizational performance). Detailed evaluation criteria of the three areas were developed, and its validity was verified by a survey administered to CRM system users in 13 nationwide health promotion centers. The survey data were analyzed by the structural equation modeling method, and the results confirmed that the model is feasible.
RESULTS
Information quality and service quality showed a statistically significant relationship with perceived usefulness and user satisfaction. Consequently, the perceived usefulness and user satisfaction had significant influence on individual performance as well as an indirect influence on organizational performance.
CONCLUSIONS
This study extends the research area on information success from general information systems to CRM systems in health promotion centers applying a previous information success model. This lays a foundation for evaluating health promotion center systems and provides a useful guide for successful implementation of hospital CRM systems.

Keyword

Health Information Management; Medical Informatics; Health Promotion

MeSH Terms

Delivery of Health Care
Health Care Sector
Health Information Management
Health Promotion
Information Systems
Medical Informatics

Figure

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  Figure 1 Research model.

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  Figure 2 Path analysis results. **p < 0.01, ***p < 0.001.

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