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

최원아; 노미정; 박지윤; 김광점; 권영대; 최인영

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자료유형: 학술저널

저자정보: 최원아 노미정 박지윤 김광점 권영대 최인영

저널정보: 대한의료정보학회 Healthcare Informatics Research Healthcare Informatics Research 제19권 제2호

발행연도: 2013.1

수록면: 110 - 120 (11page)

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연구주제

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연구배경

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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.

#Health Information Management #Medical Informatics #Health Promotion

참고문헌 (29)

참고문헌 신청

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