Abstract:
Purpose: The purpose of this study was to establish the effect of information technology
infrastructure on customer relationship management in private hospitals in Kenya
Materials and Methods: 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. Before inferential analysis was conducted, diagnostics tests were done.
Results: The findings indicate there was a statistical and significant relationship between
information technology infrastructure and customer relationship management. Therefore, the
research theory was rejected and the substitute hypothesis that information technology
infrastructure has a statistically significant effect on CRM in private hospital was supported. The
results show that if private hospitals enhanced their technology initiatives such as
interconnecting operating systems, installing human-friendly machine system and improving
network and telecommunication technology, patients would be satisfied with their services and
would come back or refer a friend.
Unique contribution to theory, practice and policy: The study recommends that hospitals
ought to enhance their CRM policies so as to deliver quality services that satisfy Information
technology infrastructure can revolutionize healthcare with the right policy choices. IT can foster
new human connectivity thresholds and is a powerful tool of global convergence through the
cross-border provision of services and can as well provide new opportunities for the production
of knowledge and skills.