International Journal of Computer Science & Network Security

International Journal of Computer Science & Network Security (국제컴퓨터통신보호논문지학회)
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What IF Analysis Impacting CRM in Medical Sector

  • Arshi Naim (Department of Information Systems, King Khalid University, Abha KSA, Security Forces Hospital) ;
  • Kholood Alqahtani (Department of Information Systems, King Khalid University, Abha KSA, Security Forces Hospital) ;
  • Mohammad Faiz Khan (Department of Information Systems, King Khalid University, Abha KSA, Security Forces Hospital)
  • Published : 2023.07.30
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Abstract

Decision Support Systems (DSS) is an Information Systems (IS) application that aids in decision-making processes for many business concepts and Customer Relationship Management (CRM) is one of them and it depends on the firm's tasks for developing and retaining customers while achieving their satisfaction and enhancing the sense of belongingness for their products and services. Profit maximization, the process of customer value, and building strategic values for the firm are the three empirical benefits of CRM that are achieved through analytical, operational, and direction (AOD) capabilities respectively. This research focuses on the application of DSS models of what-if analysis (WIA) for CRM at (AOD) and also shows the dependence on the Information Success model (ISM). Hypothetical data are analyzed for (AOD) by three types of (WIA) to attain CRM and profit maximization and this analytical method can be used by any customer-oriented firm as a general model and for the purpose of the study we have compared the CRM between patients and hospital management.

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References

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