IDEAS home Printed from https://ideas.repec.org/a/adi/ijbess/v4y2022i1p68-76.html
   My bibliography  Save this article

Effect of financial capability on customer relationship management in private hospitals in Kenya

Author

Listed:
  • Faithmercy Wanyi Muthigah

    (Dedan Kimathi University of Technology, Kenya)

  • David Kiragu

    (Dedan Kimathi University of Technology, Kenya)

  • Anne Sang

    (Dedan Kimathi University of Technology, Kenya)

Abstract

The purpose of this study was to establish the effect of financial capability on customer relationship management in private hospitals in Kenya. The study adopted descriptive survey design. It targeted 161 private hospitals which are accredited by NHIF in Kenya and which formed the unit of analysis of the study. Simple random sampling was then be used to obtain the 644 respondents. The researcher utilized a structured questionnaire with a five-point Likert scale to gather the data. The collected data was coded and entered in SPSS for further analysis. Descriptive and inferential analysis was conducted. The findings indicate there was a statistical and significant relationship between financial capabilities and customer relationship management. Financial capabilities explained 48.5% of the variability in customer relationship management in private hospitals. Hospitals should plan ahead forecast on financial emerging issues to avoid financial distress. Good governance is critical in an organization because it enables flexible adjustments to the emerging spending patterns as strategic demands arise.

Suggested Citation

  • Faithmercy Wanyi Muthigah & David Kiragu & Anne Sang, 2022. "Effect of financial capability on customer relationship management in private hospitals in Kenya," International Journal of Business Ecosystem & Strategy (2687-2293), Bussecon International Academy, vol. 4(1), pages 68-76, January.
    • Handle: RePEc:adi:ijbess:v:4:y:2022:i:1:p:68-76
    DOI: 10.36096/ijbes.v4i1.310
    as

    Download full text from publisher

    File URL: http://bussecon.com/ojs/index.php/ijbes/article/view/310/155
    Download Restriction: no
    File URL: https://doi.org/10.36096/ijbes.v4i1.310
    Download Restriction: no
    File URL: https://libkey.io/10.36096/ijbes.v4i1.310?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Shadi Hajikhani & Seyed Jamaledin Tabibi & Leila Riahi, 2016. "The Relationship Between the Customer Relationship Management and Patients’ Loyalty to Hospitals," Global Journal of Health Science, Canadian Center of Science and Education, vol. 8(3), pages 1-65, March.
    2. Christian Homburg & Danijel Jozić & Christina Kuehnl, 2017. "Customer experience management: toward implementing an evolving marketing concept," Journal of the Academy of Marketing Science, Springer, vol. 45(3), pages 377-401, May.
    3. Meesala, Appalayya & Paul, Justin, 2018. "Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 261-269.
    4. Wang, Yichuan & Kung, LeeAnn & Byrd, Terry Anthony, 2018. "Big data analytics: Understanding its capabilities and potential benefits for healthcare organizations," Technological Forecasting and Social Change, Elsevier, vol. 126(C), pages 3-13.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Hanna Górska-Warsewicz, 2022. "Consumer or Patient Determinants of Hospital Brand Equity—A Systematic Literature Review," IJERPH, MDPI, vol. 19(15), pages 1-36, July.
    2. Mariani, Marcello M. & Fosso Wamba, Samuel, 2020. "Exploring how consumer goods companies innovate in the digital age: The role of big data analytics companies," Journal of Business Research, Elsevier, vol. 121(C), pages 338-352.
    3. Lez Trujillo-Torres & Eda Anlamlier & Laetitia Mimoun & Lagnajita Chatterjee & Delphine Dion, 2024. "Access-based customer journeys," Journal of the Academy of Marketing Science, Springer, vol. 52(1), pages 24-43, January.
    4. Bolton, Ruth N. & Gustafsson, Anders & Tarasi, Crina O. & Witell, Lars, 2022. "Managing a Global Retail Brand in Different Markets: Meta-Analyses of Customer Responses to Service Encounters," Journal of Retailing, Elsevier, vol. 98(2), pages 294-314.
    5. Jihoon Cho & Swinder Janda, 2023. "Perception carryover in cross-buying: the role of interpurchase time and product locus," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(4), pages 809-819, December.
    6. Huynh, Minh-Tay & Nippa, Michael & Aichner, Thomas, 2023. "Big data analytics capabilities: Patchwork or progress? A systematic review of the status quo and implications for future research," Technological Forecasting and Social Change, Elsevier, vol. 197(C).
    7. Ashrafi, Amir & Zare Ravasan, Ahad & Trkman, Peter & Afshari, Samira, 2019. "The role of business analytics capabilities in bolstering firms’ agility and performance," International Journal of Information Management, Elsevier, vol. 47(C), pages 1-15.
    8. Sandu Siyoto & Albert Ronald Tule, 2019. "Treatment Interest of Badan Penyelenggara Jaminan Sosial (Social Security Organizing Agency) Patients in Balowerti Public Health Center Kediri City," Global Journal of Health Science, Canadian Center of Science and Education, vol. 11(11), pages 149-149, October.
    9. Nitin Upadhyay & Aakash Kamble, 2024. "Why can’t we help but love mobile banking chatbots? Perspective of stimulus-organism-response," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 855-872, September.
    10. Ashraf, Rohail & Khan, Muhammad Asif & Khuhro, Rafique Ahmed & Bhatti, Zeeshan Ahmed, 2022. "Knowledge creation dynamics of technological forecasting and social change special issues," Technological Forecasting and Social Change, Elsevier, vol. 180(C).
    11. Yi Mei & Xiaoyan Xu & Xiaodong Li, 2020. "Encouraging Patient Engagement Behaviors from the Perspective of Functional Quality," IJERPH, MDPI, vol. 17(22), pages 1-15, November.
    12. Fatemeh Akhyani & Alireza Komeili Birjandi & Reza Sheikh & Shib Sankar Sana, 2022. "New approach based on proximity/remoteness measurement for customer classification," Electronic Commerce Research, Springer, vol. 22(2), pages 267-298, June.
    13. Barann, Benjamin & Hermann, Andreas & Heuchert, Markus & Becker, Jörg, 2022. "Can't touch this? Conceptualizing the customer touchpoint in the context of omni-channel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    14. Sara Javed & Md. Salamun Rashidin & Mingxia Zhu & Zhexiao Xu & Wang Jian & Siming Zuo, 2021. "Combined Effects of Drivers and Impact of Customer Satisfaction on Brand Loyalty: The Contingent Effect of Social Trust," SAGE Open, , vol. 11(1), pages 21582440211, March.
    15. Benjamin Barann & Jan H. Betzing & Marco Niemann & Benedikt Hoffmeister & Jörg Becker, 2022. "Exploring customers’ likeliness to use e-service touchpoints in brick and mortar retail," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 523-545, June.
    16. Adjeng Mariana Febrianti & Ruth Margaret Violenta Sihombing & Salsabila Jannatain Catur Soetjipto, 2022. "Determinant of customer satisfaction and loyalty in using online shopping applications," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(2), pages 119-126, March.
    17. Wenxin & W. & Bentum-Micah & G. & Zhiqiang & M. & Bing & L. & Asabea Addo & A. & Boadi & B.E. & Atuahene & A.S. & Bondzie-Micah & V., 2020. "The Influence of Encounter Service Quality on Patient Satisfaction: An Empirical Study in Chinese Public Hospitals," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(3), pages 466-482.
    18. Sumrin, Samina & Gupta, Suraksha & Asaad, Yousra & Wang, Yichuan & Bhattacharya, Saurabh & Foroudi, Pantea, 2021. "Eco-innovation for environment and waste prevention," Journal of Business Research, Elsevier, vol. 122(C), pages 627-639.
    19. Basile, Luigi Jesus & Carbonara, Nunzia & Pellegrino, Roberta & Panniello, Umberto, 2023. "Business intelligence in the healthcare industry: The utilization of a data-driven approach to support clinical decision making," Technovation, Elsevier, vol. 120(C).
    20. Rabassa, Valérie & Sabri, Ouidade & Spaletta, Claire, 2022. "Conversational commerce: Do biased choices offered by voice assistants’ technology constrain its appropriation?," Technological Forecasting and Social Change, Elsevier, vol. 174(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:adi:ijbess:v:4:y:2022:i:1:p:68-76. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Umit Hacioglu (email available below). General contact details of provider: https://edirc.repec.org/data/ibihutr.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.