Volume 14, Issue 2, April 2015, Pages 293–302
Nurul Fadly Habidin1, Naimah Ali2, Nur Afni Khaidir3, Nurul Aifaa Shazali4, and Osman Jusoh5
1 Department of Management and Leadership, Faculty of Management and Economics, Universiti Pendidikan Sultan Idris, 35900 Tanjung Malim, Perak, Malaysia
2 Department of Accounting and Finance, Universiti Pendidikan Sultan Idris, Tanjung Malim, Perak, Malaysia
3 Department of Accounting and Finance, Universiti Pendidikan Sultan Idris, Tanjung Malim, Perak, Malaysia
4 Department of Accounting and Finance, Universiti Pendidikan Sultan Idris, Tanjung Malim, Perak, Malaysia
5 Department of Management and Leadership, Faculty of Management and Economics, Universiti Pendidikan Sultan Idris, 35900 Tanjung Malim, Perak, Malaysia
Original language: English
Copyright © 2015 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Healthcare industry is one of the service industries that involving a high encounters and interaction between healthcare providers and patients. Customer relationship management (CRM) is viewed as a strategy for organization to manage and maintain the relationship with customers as well as keeping the entire of customer's record. The importance of CRM strategy has been highlighted in many previous studies as a tool to increase the Organizational Performance (OP). However, there is still a lack of understanding regarding the importance of CRM strategy in Malaysian healthcare context. Malaysian's consumer began to expect a higher quality of care from healthcare providers as they starting to care about their own healthcare. CRM strategy and Service Quality Improvement (SQI) is viewed as a strategy to meet the customer expectation and satisfaction. The achievement of SQI actually depends on an organization's competency to offer and provide the best quality of service delivery in order to increase OP. Thus, the main purpose of this study is to examine relationship between CRM, SQI and OP model in Malaysian healthcare industry. Next, four hypotheses were developed to be investigated. This area of research in the future is expected to be investigated structural relationship between CRM, SQI, and OP in Malaysian healthcare industry. This study ends with the suggestions for future work research.
Author Keywords: Customer relationship management, service quality improvement, organizational performance, structural equation modeling, healthcare industry.
Nurul Fadly Habidin1, Naimah Ali2, Nur Afni Khaidir3, Nurul Aifaa Shazali4, and Osman Jusoh5
1 Department of Management and Leadership, Faculty of Management and Economics, Universiti Pendidikan Sultan Idris, 35900 Tanjung Malim, Perak, Malaysia
2 Department of Accounting and Finance, Universiti Pendidikan Sultan Idris, Tanjung Malim, Perak, Malaysia
3 Department of Accounting and Finance, Universiti Pendidikan Sultan Idris, Tanjung Malim, Perak, Malaysia
4 Department of Accounting and Finance, Universiti Pendidikan Sultan Idris, Tanjung Malim, Perak, Malaysia
5 Department of Management and Leadership, Faculty of Management and Economics, Universiti Pendidikan Sultan Idris, 35900 Tanjung Malim, Perak, Malaysia
Original language: English
Copyright © 2015 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Abstract
Healthcare industry is one of the service industries that involving a high encounters and interaction between healthcare providers and patients. Customer relationship management (CRM) is viewed as a strategy for organization to manage and maintain the relationship with customers as well as keeping the entire of customer's record. The importance of CRM strategy has been highlighted in many previous studies as a tool to increase the Organizational Performance (OP). However, there is still a lack of understanding regarding the importance of CRM strategy in Malaysian healthcare context. Malaysian's consumer began to expect a higher quality of care from healthcare providers as they starting to care about their own healthcare. CRM strategy and Service Quality Improvement (SQI) is viewed as a strategy to meet the customer expectation and satisfaction. The achievement of SQI actually depends on an organization's competency to offer and provide the best quality of service delivery in order to increase OP. Thus, the main purpose of this study is to examine relationship between CRM, SQI and OP model in Malaysian healthcare industry. Next, four hypotheses were developed to be investigated. This area of research in the future is expected to be investigated structural relationship between CRM, SQI, and OP in Malaysian healthcare industry. This study ends with the suggestions for future work research.
Author Keywords: Customer relationship management, service quality improvement, organizational performance, structural equation modeling, healthcare industry.
How to Cite this Article
Nurul Fadly Habidin, Naimah Ali, Nur Afni Khaidir, Nurul Aifaa Shazali, and Osman Jusoh, “RELATIONSHIP BETWEEN CUSTOMER RELATIONSHIP MANAGEMENT, SERVICE QUALITY IMPROVEMENT AND ORGANIZATIONAL PERFORMANCE IN MALAYSIAN HEALTHCARE INDUSTRY,” International Journal of Innovation and Scientific Research, vol. 14, no. 2, pp. 293–302, April 2015.
