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首页> 外文会议>International Conference on Computer and Information Sciences >Implementation of Customer Relationship Management System (CRMS) In Healthcare: An Actor-Network Theory (ANT) Perception
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Implementation of Customer Relationship Management System (CRMS) In Healthcare: An Actor-Network Theory (ANT) Perception

机译：在医疗保健中实施客户关系管理系统（CRMS）：演员 - 网络理论（ANT）感知

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摘要

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.
机译：本研究的主要目的是评估使用医疗领域的演员 - 网络理论（蚂蚁）的客户关系管理系统（CRMS）实现。许多研究表明，CRM的发展对医院，医疗专业人士和患者来说非常有益。与此同时，其他研究表明，CRM是改善医疗保健业务，服务质量和整体满意度的成功概念。本研究旨在探讨马来西亚医疗部门的实施CRM，以实现这一目标，将采用定性方法。由于Covid-19大流行和限制，目前正在接受采访的许多私立医院。几个IT高管和医学专业人员的调查结果表明，没有医院已经完全实施了CRM，并且缺乏关于CRM真的意味着什么的知识。但是，一旦有关CRM实施的目前地位，就会在各种国家和医院进行进一步调查，并在有关CRM实施的目前的情况下了解更多信息。我们认为，蚂蚁在评估医疗保健方面的CRMS实施方面非常有价值，因为它可以有助于探索某些技术如何形成人类的互动。

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