Information Systems Success for e-CRM mHealth : State of The Art
Mega Hikmah Puspita(a*), Mudjahidin (a**)

a) Department of Information Systems, Institut Teknologi Sepuluh Nopember, Sukolilo, Surabaya 60111, Indonesia
*puspitamega.206026[at]mhs.its.ac.id
**mudjahidin[at]is.its.ac.id

Abstract

The pandemic outbreak conditions around the world have forced several companies to implement e-CRM to retain their customers. To minimize the spread of COVID-19, several activities need to be carried out online using the e-CRM system, one of which is in the health sector by implementing mHealth. The increasing use of mHealth encourages service providers to provide good services. This article aims to find research novelty by conducting a literature study that measures the success of information systems in as many as 50 journals according to the inclusion and exclusion of journal searches that the author has determined. The author will use the results of the novelty to research the success of mHealth e-CRM. The literature results show that User Trust is one of the important variables to be added in the latest conceptual model of the DeLone and McLean Information System Success Model. With the addition of variables, it is expected to determine whether user trust provides benefits for users or service providers. It affects the success of mHealth e-CRM and raises several directions for further research.

Keywords: DeLone and McLean Information System Success Model - Mobile Health - e-CRM - Information System Success - mHealth

Topic: Engineering and Technology