區域級以上醫院健檢部門採用顧客關係管理之影響因素

Abstract

本研究以影響創新科技採用因素之相關文獻為基礎，嚐試從組織經營特性、產業環境特性、以及顧客關係管理特性等三大構面，提出9項假說以探討影響醫院健檢部門採用顧客關係管理之考量因素，並透過區別分析來驗證所提出的假說。研究母體為國內區域級以上醫院的健檢部門，共寄發87份問卷並有效回收50份問卷，有效回收率為57.47%。經過統計分析後發現4個較重要的考量因素，其依序為：「成本考量、正式化程度、相容性與相對利益、以及跨部門整合」等。

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.