EFFECTS OF E-CRM AND GREEN OPERATIONAL PRACTICES ON OPERATIONAL PERFORMANCE OF HOSPITALS: A CASE STUDY OF ASEAN COUNTRIES
The primary aim of this research was to assess the impact of operational practices and electronic customer relationship management (E-CRM) on the operational performance of hospitals within ASEAN countries, mediated by patient satisfaction. Additionally, the study examined the moderating effects of...
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| Format: | Article |
| Language: | English |
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Regional Association for Security and crisis management, Belgrade, Serbia
2024-04-01
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| Series: | Operational Research in Engineering Sciences: Theory and Applications |
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| Online Access: | https://oresta.org/menu-script/index.php/oresta/article/view/690 |
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| _version_ | 1846148702217961472 |
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| author | Mahrinasari MS Muhammad Haseeb Satria Bangsawan Fazli Sabri |
| author_facet | Mahrinasari MS Muhammad Haseeb Satria Bangsawan Fazli Sabri |
| author_sort | Mahrinasari MS |
| collection | DOAJ |
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The primary aim of this research was to assess the impact of operational practices and electronic customer relationship management (E-CRM) on the operational performance of hospitals within ASEAN countries, mediated by patient satisfaction. Additionally, the study examined the moderating effects of operational green behaviour and operational management reasons. Data were gathered via a convenient sampling technique from 600 female healthcare patients across three ASEAN nations: Indonesia, Malaysia, and Singapore. Employing a quantitative deductive approach, the research utilized a cross-sectional design. The Partial Least Squares Structural Equation Modelling (PLS-SEM) technique revealed that operational practices and E-CRM significantly and positively influenced patient satisfaction. Moreover, patient satisfaction was found to positively and significantly affect operational performance. The results also indicated that operational management reasons and operational green behaviour exerted positive and significant moderating effects on the relationships between operational practices, E-CRM, and patient satisfaction. These findings contribute to theoretical advancements by providing insights for future research in novel contexts. Furthermore, they offer practical implications, emphasizing the importance of operational management reasons and green social behaviour in enhancing operational performance within companies.
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| format | Article |
| id | doaj-art-dd0cce5cc1854ddf91f31bc7425d9ab3 |
| institution | Kabale University |
| issn | 2620-1607 2620-1747 |
| language | English |
| publishDate | 2024-04-01 |
| publisher | Regional Association for Security and crisis management, Belgrade, Serbia |
| record_format | Article |
| series | Operational Research in Engineering Sciences: Theory and Applications |
| spelling | doaj-art-dd0cce5cc1854ddf91f31bc7425d9ab32024-11-30T15:22:54ZengRegional Association for Security and crisis management, Belgrade, SerbiaOperational Research in Engineering Sciences: Theory and Applications2620-16072620-17472024-04-0171EFFECTS OF E-CRM AND GREEN OPERATIONAL PRACTICES ON OPERATIONAL PERFORMANCE OF HOSPITALS: A CASE STUDY OF ASEAN COUNTRIESMahrinasari MS0Muhammad Haseeb1Satria Bangsawan2Fazli Sabri3Faculty of Economics and Business, The University of Lampung, Indonesia.Visiting Professor at the University of Economics and Human Sciences in Warsaw, Poland.Faculty of Economics and Business, The University of Lampung, Indonesia.Faculty of Human Ecology, Universiti Putra Malaysia. The primary aim of this research was to assess the impact of operational practices and electronic customer relationship management (E-CRM) on the operational performance of hospitals within ASEAN countries, mediated by patient satisfaction. Additionally, the study examined the moderating effects of operational green behaviour and operational management reasons. Data were gathered via a convenient sampling technique from 600 female healthcare patients across three ASEAN nations: Indonesia, Malaysia, and Singapore. Employing a quantitative deductive approach, the research utilized a cross-sectional design. The Partial Least Squares Structural Equation Modelling (PLS-SEM) technique revealed that operational practices and E-CRM significantly and positively influenced patient satisfaction. Moreover, patient satisfaction was found to positively and significantly affect operational performance. The results also indicated that operational management reasons and operational green behaviour exerted positive and significant moderating effects on the relationships between operational practices, E-CRM, and patient satisfaction. These findings contribute to theoretical advancements by providing insights for future research in novel contexts. Furthermore, they offer practical implications, emphasizing the importance of operational management reasons and green social behaviour in enhancing operational performance within companies. https://oresta.org/menu-script/index.php/oresta/article/view/690Patient SatisfactionOperations Management ReasonsOperations Green Social BehaviourASEAN Countries |
| spellingShingle | Mahrinasari MS Muhammad Haseeb Satria Bangsawan Fazli Sabri EFFECTS OF E-CRM AND GREEN OPERATIONAL PRACTICES ON OPERATIONAL PERFORMANCE OF HOSPITALS: A CASE STUDY OF ASEAN COUNTRIES Operational Research in Engineering Sciences: Theory and Applications Patient Satisfaction Operations Management Reasons Operations Green Social Behaviour ASEAN Countries |
| title | EFFECTS OF E-CRM AND GREEN OPERATIONAL PRACTICES ON OPERATIONAL PERFORMANCE OF HOSPITALS: A CASE STUDY OF ASEAN COUNTRIES |
| title_full | EFFECTS OF E-CRM AND GREEN OPERATIONAL PRACTICES ON OPERATIONAL PERFORMANCE OF HOSPITALS: A CASE STUDY OF ASEAN COUNTRIES |
| title_fullStr | EFFECTS OF E-CRM AND GREEN OPERATIONAL PRACTICES ON OPERATIONAL PERFORMANCE OF HOSPITALS: A CASE STUDY OF ASEAN COUNTRIES |
| title_full_unstemmed | EFFECTS OF E-CRM AND GREEN OPERATIONAL PRACTICES ON OPERATIONAL PERFORMANCE OF HOSPITALS: A CASE STUDY OF ASEAN COUNTRIES |
| title_short | EFFECTS OF E-CRM AND GREEN OPERATIONAL PRACTICES ON OPERATIONAL PERFORMANCE OF HOSPITALS: A CASE STUDY OF ASEAN COUNTRIES |
| title_sort | effects of e crm and green operational practices on operational performance of hospitals a case study of asean countries |
| topic | Patient Satisfaction Operations Management Reasons Operations Green Social Behaviour ASEAN Countries |
| url | https://oresta.org/menu-script/index.php/oresta/article/view/690 |
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