IDENTIFYING MAJOR FACTORS INFLUENCE CRM PROJECTS UNSUCCESSFULNESS IN HEALTH SYSTEM, CASE STUDY

Q: How can I download an article?

To download an article from SID, first log in to the site, search for the article title, and click on the 'Download Article' option.

Q: How can I download an ISI article?

To download an ISI article on SID, enter the keyword or article title in the search bar, view the relevant results, click on the desired article, and select the 'Download Article' option.

Q: How can I access the SID database?

To access the SID database, visit SID.ir, create an account, and log in to access scientific resources.

Q: Is downloading articles from SID free?

Some articles on SID are available for free, while others require payment. Details are specified on the article's page.

KHALEGHI BAYGI MARYAM; BANAR AHAD; EBRAHIMI ABOLFAZL

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Journal Paper

Paper Information

Journal: Journal of Health Information Management Year:2015 | Volume:11 | Issue:5 (39) Page(s): 645-656

Download Full-Text

Persian Verion

View:

785

Download:

Cites:

Information Journal Paper

Title

IDENTIFYING MAJOR FACTORS INFLUENCE CRM PROJECTS UNSUCCESSFULNESS IN HEALTH SYSTEM, CASE STUDY

Author(s)

KHALEGHI BAYGI MARYAM | BANAR AHAD | EBRAHIMI ABOLFAZL | Issue Writer Certificate

Keywords

MANAGEMENTQ2

COMMUNICATIONQ3

SATISFACTIONQ2

HEALTH CARE SYSTEMSQ2

Abstract

Introduction: Effective and suitable Customer Relations MANAGEMENT is an important subject especially in service organization. Customers’ SATISFACTION is a critical and important factor for achieving goals in new organizations approach, and organizations have known that to achieve their corporate goals there is no way except making an appropriate relationship with customers and gaining their SATISFACTION through implementation the Customer Relations MANAGEMENT. However research shows that many of CRM projects (about 60- 70 percent of them) had not succeeded in practice, that different factors influence these unsuccessfulness. The main objective of this study is to determine the main factors that cause failure of the organization is customer relationship MANAGEMENT.Methods: In this study, the descriptive section of the questionnaire survey and interviews with managers, consultants and experts of the system (Forty people) is utilized. Also, with help nonparametric methods and statistical analysis using SPSS software and using student T test, factors affecting accuracy was confirmed. The faculty and administration of questionnaire was confirmed by experts and its reliability using alpha Cronbach’s 81%, respectively. In this research, monitoring and MANAGEMENT system for outreach ministry in 2011 as one of the most comprehensive customer relationship MANAGEMENT projects within the health system at the headquarters of the Ministry of Health and Medical Education are examined.Results: Based on the results, it was found that, organizational processes with statistic number 9.067, Technology with statistic number 8.122, Organizational Culture with statistic number 13.259, MANAGEMENT with statistic number 8.658 and cost with statistic number 7.964, in Student t test with Error level of 0.05 as main factors in the success of the project in the health sector, are effective.Conclusion: Although variety of factors can influence unsuccessfulness of health CRM projects, this research funding shows identified five factors introduces as key factors.

Cites

No record.

References

No record.

Cite

APA: Copy

KHALEGHI BAYGI, MARYAM, BANAR, AHAD, & EBRAHIMI, ABOLFAZL. (2015). IDENTIFYING MAJOR FACTORS INFLUENCE CRM PROJECTS UNSUCCESSFULNESS IN HEALTH SYSTEM, CASE STUDY. HEALTH INFORMATION MANAGEMENT, 11(5 (39)), 645-656. SID. https://sid.ir/paper/121640/en

Vancouver: Copy

KHALEGHI BAYGI MARYAM, BANAR AHAD, EBRAHIMI ABOLFAZL. IDENTIFYING MAJOR FACTORS INFLUENCE CRM PROJECTS UNSUCCESSFULNESS IN HEALTH SYSTEM, CASE STUDY. HEALTH INFORMATION MANAGEMENT[Internet]. 2015;11(5 (39)):645-656. Available from: https://sid.ir/paper/121640/en

IEEE: Copy

MARYAM KHALEGHI BAYGI, AHAD BANAR, and ABOLFAZL EBRAHIMI, “IDENTIFYING MAJOR FACTORS INFLUENCE CRM PROJECTS UNSUCCESSFULNESS IN HEALTH SYSTEM, CASE STUDY,” HEALTH INFORMATION MANAGEMENT, vol. 11, no. 5 (39), pp. 645–656, 2015, [Online]. Available: https://sid.ir/paper/121640/en

Related Journal Papers