TY  - CONF
Y1  - 2021///
PB  - Institute of Electrical and Electronics Engineers Inc.
SN  - 9781728171517
A1  - Baashar, Y.
A1  - Alkawsi, G.
A1  - Alhussian, H.
A1  - Bahbouh, H.T.
UR  - https://www.scopus.com/inward/record.uri?eid=2-s2.0-85112479952&doi=10.1109%2fICCOINS49721.2021.9497218&partnerID=40&md5=4cbbf40958da09429c78f2233a3c5c63
EP  - 365
AV  - none
N1  - cited By 2; Conference of 6th International Conference on Computer and Information Sciences, ICCOINS 2021 ; Conference Date: 13 July 2021 Through 15 July 2021; Conference Code:170762
N2  - The 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.
ID  - scholars14680
TI  - Implementation of Customer Relationship Management System (CRMS) in Healthcare: An Actor-Network Theory (ANT) Perception
SP  - 363
KW  - Health care; Hospitals; Network theory (graphs); Social sciences computing
KW  -  Actor network theory; Customer relationship management systems; Healthcare sectors; Medical fields; Medical professionals; Private hospitals; Qualitative approach; Service Quality
KW  -  Public relations
ER  -