Factors Influencing the Health Examination Department of a
26
區域級以上醫院健檢部門採用顧客關係管理之影響因素 33 區域級以上醫院健檢部門採用顧客關係管理 之影響因素 Factors Influencing the Health Examination Department of a Hospital to Adopt the Customer Relationship Management 黃興進 Hsin-Ginn Hwang 國立中正大學資管所 Dept of Information Management, National Chung Cheng University 洪銘建 Ming-Chien Hung 國立中正大學資管所 Dept of Information Management, National Chung Cheng University 劉麗貞 Li-Chen Liu 奇美醫院行政中心 Dept of Administration Center, Chi Mei Medical Center
Factors Influencing the Health Examination Department of a
Department of a Hospital to Adopt the Customer
Relationship Management
Ming-Chien Hung
Li-Chen Liu
:
Abstract
Basing on previous literatures belonged to the crucial factors on
the adoption of innovation
technology, this paper considered organizational operation,
industry environment, and customer
relationship management dimensions, and used a survey to
investigate the factors influencing
adoption of CRM in health examination department of hospital. A
total of 87 questionnaires were
mailed and 50 returned efficaciously. The response rate was 57.47%.
Discriminant analysis was
employed to test those nine hypotheses. The results reveals that
important factors such as operation
cost, formalization, compatibility and relative advantage, and
interdepartmental integration would
affect the adoption of CRM in health examination department of
hospital.
Keywords: Customer Relationship Management, Health Examination,
Innovation Technology
10 560~100
(2000) 40~64
Shani Chalasani(1992)
Wells et al.,(1999)
Kalakota Robinson(1999) CRM
(2002)
Innovation Diffusion Theory
Lee1998
Lee Chau Tam CRM
(Chau Tam, 1997Chin Gopal, 1995 Damanpour, 1991Ellis et al.,
1994Eder Igbaria, 2001Grover Goslar, 1993 Grover,1993Gatignon
Robertson, 1989 Julien Raymond, 1994 Kimberly Evanisko, 1981Kwon
Zmud, 1987Moch Morse, 1977Miller Friesen, 1982 O’Callaghan et al.,
1992Premkumar et al., 1994Premkumar Roberts, 1998Schon,
IC-POS 4 83 1-18
19. Chau, P.Y.K., and Tam, K.Y., “Factors Affecting the Adoption of
Open Systems: An Eexploratory Study”, MIS Quarterly [21:1] , 1997,
pp.1-24.
20. Chin, W. W., & Gopal, A., “Adoption Intention in GSS:
Relative Importance of Beliefs”, Database Advances[26:2 & 3] ,
1995, pp.42-63.
21. Comrey,A.L., “A First Course in Factor Analysis”, New
YorkAcademic Press, 1973.
22. Damanpour, F., “Organizational Innovation: A Meta-Analysis of
Effects of Determinants and Moderators”, Academy of Management
Journal [34:3], 1991, pp.555-590.
23. Delone, W. H., “Determinants of Success for Computer Usage in
Small Business”, MIS Quarterly[12:1], 1988, pp.51-61.
24. Eder, L. B., & Igbaria, M., “Determinants of Intranet
Diffusion and Infusion”, Omega[29], 2001, pp.233-242.
25. Ellis, R. W., Jones, M. C., & Arnett, K.P., “Local Area
Network Adoption: An Empirical Assessment”,Information Resources
Management Journal[7:4] , 1994, pp.20-29.
26. Gatignon, H., & Robertson, T. S., “Technology Diffusion: An
Empirical Test of Competitive Effects”, Journal of Marketing[53],
1989, pp.35-49.
27. Gorsuch, R. L., “Factor Analysis”, Hillsdale, NJ: Lawrence
Erlbaum, 1983.
28. Grover, V., “An Empirically Derived Model for the Adoption of
Customer-Based Interorganizational Systems”, Decision
Sciences[24:3], 1993, pp.603-640.
29. Grover, V., & Goslar, M. D., “The Initiation, Adoption, and
Implementation of Telecommunications Technologies in U.S.
Organizations”, Journal of Management Information Systems [10:1],
Summer 1993, pp.141-163.
30. Hair, J.F., Anderson, R.E., Tatham, R.L & Black , W.C., “
Multivariate Data Analysis”, 5th Ed.,Prentice Hall, New Jersey,
USA. , 1998.
31. Ives, B., Learmonth, G. P., “The Information System as a
Competitive Information System”, Communications of the ACM[27:12],
1984, pp.1193-1201.
32. Julien, P.A., & Raymond, L., “Factors of New Technology
Adoption in the Retail Sector”, Entrepreneurship Theory and
Practice, 1994, pp.79-90.
33. Kaiser, H.F., “An index of factorial simplicity”,
Psychometrika[39], 1974, 31-36.
34. Kalakota, R., Robinson, M., “e-Business Roadmap for Success”,
Addison-Wesley Longman, 1999.
35. Kimberly, J. R., & Evanisko, M. J., “Organizational
Innovation: The Influence of Individual, Organizational, and
Contextual Factors on Hospital Adoption of Technological and
Administrative Innovations”, Academy of Management Journal[24:4],
1981, pp.689-713.
54
36. Klecka, W. R., “ Discriminant Analysis”, CA: Sage Publications,
Inc, 1980.
37. Knox, E. G., “Screening for Disease Multiphasic Screening,” The
Lancet[14:1434],1974.
38. Kohli, R., Piontek, F., Ellington, T., Vanosdol, T., Shepard,
M., Brazel, G.., “Managing Customer Relationship Through E-business
Decision Support Applications A Case of Hospital-Physician
Collaboration”, Decision Support Systems[32], 2001,
pp.171-187.
39. Kwon, T. H., Zmud, R. W., “Unifying The Fragmented Models of
Information Systems Implementation”, Critical Issues in information
Systems Research, 1987, pp.227-251.
40. Lee, M.K.O., “Internet-Based Financial EDI: Towards a Theory of
Its Organizational Adoption”, Computer Networks and ISDN
Systems[30:16-18], 1998, pp.1579-1588.
41. Miller, D., & Friesen, P. H., “Innovation in Conservative
and Entrepreneurial Firms: Two Models of Strategic Momentum”,
Strategic Management Journal[3], 1982 pp.1-25.
42. Moch, M. K., & Morse, E. V., “Size, Centralization and
Organizational Adoption of Innovation”, American Sociological
Review[42], 1977, pp.716-725.
43. O’Callaghan, R., Kaufmann, P. J., & Konsynski, B. R.,
“Adoption Correlates and Share Effects of Electronic Data
Interchange Systems in Marketing Channels”, Journal of
Marketing[56], 1992, pp.45-56.
44. Peppard, J., “Customer Relationship Management (CRM) in
Financial Services”, European Management Journal[18:3], 2000,
pp.312-327.
45. Premkumar, G., Ramamurthy, K., Nilakanta, S., “Implementation
of Electronic Data Interchange: An Innovation Diffusion
Perspective”, Journal of Management Information Systems[11:2],
1994, pp.157-186.
46. Premkumar, G., Roberts, M., “ Adoption of New Information
Technologies inRual Small Business”, Omega[27], 1998,
pp.467-484.
47. Rogers, E.M., "Diffusion of Innovation", 4th edition, Free
Press, New York, 1995.
48. Schon, D. A., “Champions for Radical New Inventions”, Harvard
Business Review[41:3],1963, pp.77-86.
49. Shani, D., Chalasani, S., “Exploiting Niches Using Relationship
Marketing”, The Journal of Consumer Marketing[9:3], 1992,
pp.33-42.
50. SPSS, “Advanced Statistical Analysis Using SPSS”, Chicago:
Editor, 2000.
51. Swift, R. S., “Accelerating Customer Relationship: Using CRM
and Relationship Technologies”, Prentice Hall. Upper Saddle River,
New Jersey, 2001.
52. Thong, J.Y.L, “An Integrated Model of Information Systems
Adoption in Small Business”, Journal of Management Information
Systems[15:4], 1999, pp.187-214.
53. Wells, J. D., Fuerst, W. L., Choobineh, J., “Managing
Information Technology (IT) for One-to-One Customer Interaction,
Information and Management[35:1], 1999, pp.53-62.
54. Yap, C.S., Thong, J. Y. L., & Raman, K. S., “Effect of
Government Incentives on Computerisation in Small Business”,
European Journal of Information Systems[3:3], 1994,
pp.191-206.