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...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
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Regional Association for Security and crisis management
2024
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| Online Access: | http://psasir.upm.edu.my/id/eprint/113512/ http://psasir.upm.edu.my/id/eprint/113512/1/113512.pdf |
| _version_ | 1848866246857064448 |
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| author | Mahrinasari, M.S. Haseeb, Muhammad Bangsawan, Satria Sabri, Mohamad Fazli |
| author_facet | Mahrinasari, M.S. Haseeb, Muhammad Bangsawan, Satria Sabri, Mohamad Fazli |
| author_sort | Mahrinasari, M.S. |
| building | UPM Institutional Repository |
| collection | Online Access |
| 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. |
| first_indexed | 2025-11-15T14:17:33Z |
| format | Article |
| id | upm-113512 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T14:17:33Z |
| publishDate | 2024 |
| publisher | Regional Association for Security and crisis management |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-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 |
| 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 |
| title | 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_short | 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 |
| url | http://psasir.upm.edu.my/id/eprint/113512/ http://psasir.upm.edu.my/id/eprint/113512/ http://psasir.upm.edu.my/id/eprint/113512/ http://psasir.upm.edu.my/id/eprint/113512/1/113512.pdf |