Analyzing the transforming traditional CRM into Social-CRM to generate a recommendation to increase strategic and operational benefits using Structural Equation Modeling

Navendra, Attariq Yogananta (2023) Analyzing the transforming traditional CRM into Social-CRM to generate a recommendation to increase strategic and operational benefits using Structural Equation Modeling. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Konteks: Rumah sakit di Surabaya menerapkan CRM dalam bentuk customer experience dalam pelayanan yang telah diberikan kepada pasien dan juga dalam manajemen administrasi yang berhubungan langsung dengan pelanggan. CRM dalam layanan kesehatan swasta meliputi layanan komunikasi, perencanaan strategis, konstruksi basis data, layanan konsultasi, segmentasi prediktif, manajemen kampanye dan strategi komunikasi.
Masalah: Meskipun rumah sakit di Surabaya sudah menerapkan CRM, namun manfaat yang diterima dalam bentuk manfaat operasional dan strategis masih kurang dirasakan.
Tujuan: tujuan utama dari tesis sarjana ini adalah untuk melakukan analisis terstruktur tentang transformasi CRM menjadi S-CRM dengan menghasilkan rekomendasi untuk meningkatkan manfaat operasional dan strategis di rumah sakit dengan menggambarkan model konseptual yang dibuat di sini.
Data dan Metode: Data untuk skripsi sarjana ini akan dikumpulkan dengan menyebarkan kuesioner online. Kuesioner akan didistribusikan kepada staf administrasi dan manajer CRM rumah sakit di Surabaya melalui aplikasi formulir online. Pada artikel penelitian, Lima faktor implementasi S-CRM didefinisikan. Setelah dilakukan penyebaran kuesioner, data yang diperoleh akan diolah melalui analisis PLS-SEM.
Hasil: Hasil yang didapatkan dari penelitian ini yaitu faktor-faktor yang mempengaruhi pengadopsian S-CRM dalam rumah sakit dan juga manfaat yang didapat.
Nilai Tambahan: mendapatkan langkah metode pengimplementasian S-CRM ke dalam organisasi yang dapat digunakan pada organisasi yang mencoba menerapkan S-CRM.
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Context: Hospitals in Surabaya implement CRM in the form of customer experience in the services that have been provided to patients and also in administrative management that is directly related to customers. CRM in private hospitals includes communication services, strategic planning, database construction, consulting services, predictive segmentation, campaign management and communication strategies.
Problem: As stated in the background, Even though the hospital in Surabaya has already implemented CRM, the benefit received in the form of operational and strategic benefits is still lacking.
Aims: the main objective of this undergraduate thesis is to do a structured analysis on the transformation of CRM into S-CRM by generating a recommendation to improve the operational and strategic benefit in the hospital by describing the conceptual model made here.
Data and Methodology: The data for this undergraduate thesis will be gathered by distributing an online questionnaire. The questionnaire will be distributed to the administration staff and CRM manager of the hospital in Surabaya via messaging apps or an online form.
The method used in this undergraduate thesis starts with a literature review. In the research article, Five S-CRM implementation factors were defined. After distributing the questionnaire, the obtained data will go through PLS-SEM analysis.
Result: The results obtained from this study are factors that influence the adoption of S-CRM in hospitals and it’s the benefits.
Added Value: gaining the step of method to implement S-CRM into an organization that can be used on the organization that is trying to implement S-CRM Keywords: Customer Relationship Management, Hospital, Social CRM, Structural Equation Modeling

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Hospital, Structural Equation Modeling, Customer Relationship Management, Social CRM,
Subjects:	T Technology > T Technology (General) > T58.6 Management information systems T Technology > T Technology (General) > T58.62 Decision support systems
Divisions:	Faculty of Intelligent Electrical and Informatics Technology (ELECTICS) > Information System > 57201-(S1) Undergraduate Thesis
Depositing User:	Navendra Attariq Yogananta
Date Deposited:	29 Jul 2023 06:15
Last Modified:	29 Jul 2023 06:15
URI:	http://repository.its.ac.id/id/eprint/99648

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