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CRITICAL SUCCESS FACTORS OF CUSTOMER RELATIONSHIP MANAGEMENT AT PRIVATE HOSPITALS IN MALAYSIA

ABDULLAH, KAMARUL ZAMAN (2005) CRITICAL SUCCESS FACTORS OF CUSTOMER RELATIONSHIP MANAGEMENT AT PRIVATE HOSPITALS IN MALAYSIA. Masters thesis, Universiti Sains Malaysia.

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Abstract

The purpose of this study is to explore the critical success factors of Customer Relationship Management (CRM) in Malaysian private hospitals. After reviewing the related literatures about CRM success factors, it was found out that the among critical success factors are the top management support, technological readiness, and knowledge management capability are the independent variables that the researcher is interested to study. These are main factors that were defined by Croteau and Li (2003).

Item Type:Thesis (Masters)
Subjects:H Social Sciences > HF Commerce > HF5001-6182 Business
ID Code:25557
Deposited By:Mr. HR
Deposited On:12 Jun 2012 15:13
Last Modified:12 Jun 2012 15:13

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