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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
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    References listed on IDEAS

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    1. 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.
    2. 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.
    3. 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.
    4. 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.
    Full references (including those not matched with items on IDEAS)

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