The role of information systems in enhancement of healthcare systems : an empirical investigation at Jordanian private hospitals

مقدم أطروحة جامعية

Khulayfat, Muhammad Abd al-Razzaq Abd

مشرف أطروحة جامعية

Kanan, Ghassan Jaddu

أعضاء اللجنة

al-Shaykh, Asim A. R.
al-Sarayirah, Bashshar
al-Dabbas, Umar Ṣuhaib

الجامعة

الأكاديمية العربية للعلوم المالية و المصرفية

الكلية

كلية نظم و تكنولوجيا المعلومات

القسم الأكاديمي

قسم نظم المعلومات الإدارية

دولة الجامعة

الأردن

الدرجة العلمية

دكتوراه

تاريخ الدرجة العلمية

2012

الملخص الإنجليزي

Integrating information systems (IS) and health care systems is a new research area, therefore, scientific research and literature around it remains limited.

In addition, the impact of the IS through the use of knowledge management (KM) systems, customer relationship management (CRM) practices, business process management and quality management on the health care systems in order to improve the health care and reach to the customer satisfaction remains under study and report.

While addressing this issue, this research investigates the role of KM, CRM, business process management and quality management in health care systems to identify the most important critical factors that helping in inducing this systems to the health care systems in order to improve the work and performance.

Through review and study of selected fundamentals of related literature, the author comes up with issues that emerged out of this research.

These challenges force the hospitals to undertake a change in their business model to improve the processes and customer satisfaction.

This is in line with the aim of this thesis, which is meant primarily to conclude the role of IS through application of the KM and CRM on healthcare systems in order to improve the customer satisfaction.

Also, this research is proposing a new model for that reason.

This thesis proposes a set of research hypotheses and introduces a model that shows the impact of IS on the health care systems.

This research adapts a positivism review of primary quantitative study for the integration of the KM, CRM, and business process management and quality management to health care systems using the survey method which is conducted via a questionnaire with 193 people working in Jordan private hospitals.

The findings of the research suggest that all the process dimensions included and supported in the proposed model in this thesis.

So, this research suggests many activities that should be adopted by hospitals in order to increase their efficiency to get the customer satisfaction.

These activities are regarding the using of IS and its different pillars through applying KM and CRM in hospitals to strong the health care systems.

According to what has been found of information in the literature on the role of KM and CRM on the effectiveness of the health care systems, the debate over whether IS through application of KM and CRM process has become very necessary for building an effective health care systems or whether it is just an option in the organization.

Clearly, there is an urgent need for better clarification of such confusing area.

In addressing the aforementioned need, an extensive review of normative literature is conducted by the researcher, which will clarify this confusion.

The researcher asses the existing processes found in hospitals come up with a new model that helps in maximizing the benefit of employing the KM and CRM in health care systems and finally, gives some advises to the hospitals to adopt as contributions from this research.

التخصصات الرئيسية

إدارة الأعمال

الموضوعات

• الإدارة
• الرعاية الطبية
• الأردن
• معالجة البيانات
• نظم المعلومات الإدارية

عدد الصفحات

198

قائمة المحتويات

• APA
• MLA
• AMA

لغة النص

الإنجليزية

نوع البيانات

رسائل جامعية

رقم السجل

BIM-306638