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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Main Authors: Mahrinasari, M.S., Haseeb, Muhammad, Bangsawan, Satria, Sabri, Mohamad Fazli
Format: Article
Language:English
Published: Regional Association for Security and crisis management 2024
Online Access:http://psasir.upm.edu.my/id/eprint/113512/1/113512.pdf
http://psasir.upm.edu.my/id/eprint/113512/
https://oresta.org/menu-script/index.php/oresta/article/view/690
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spelling my.upm.eprints.1135122024-11-26T02:42:25Z http://psasir.upm.edu.my/id/eprint/113512/ Effects of E-CRM and green operational practices on operational performance of hospitals: a case study of ASEAN countries Mahrinasari, M.S. Haseeb, Muhammad Bangsawan, Satria Sabri, Mohamad Fazli 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. Regional Association for Security and crisis management 2024 Article PeerReviewed text en http://psasir.upm.edu.my/id/eprint/113512/1/113512.pdf Mahrinasari, M.S. and Haseeb, Muhammad and Bangsawan, Satria and Sabri, Mohamad Fazli (2024) 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, 7 (1). pp. 1-24. ISSN 2620-1607; eISSN: 2620-1747 https://oresta.org/menu-script/index.php/oresta/article/view/690 10.31181/oresta/070101
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description 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.
format Article
author Mahrinasari, M.S.
Haseeb, Muhammad
Bangsawan, Satria
Sabri, Mohamad Fazli
spellingShingle Mahrinasari, M.S.
Haseeb, Muhammad
Bangsawan, Satria
Sabri, Mohamad Fazli
Effects of E-CRM and green operational practices on operational performance of hospitals: a case study of ASEAN countries
author_facet Mahrinasari, M.S.
Haseeb, Muhammad
Bangsawan, Satria
Sabri, Mohamad Fazli
author_sort Mahrinasari, M.S.
title 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_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_sort effects of e-crm and green operational practices on operational performance of hospitals: a case study of asean countries
publisher Regional Association for Security and crisis management
publishDate 2024
url http://psasir.upm.edu.my/id/eprint/113512/1/113512.pdf
http://psasir.upm.edu.my/id/eprint/113512/
https://oresta.org/menu-script/index.php/oresta/article/view/690
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score 13.223943