Hospital information systems quality: a customer satisfaction assessment tool

Hospital information systems (HIS) play a significant role in providing quality healthcare services. However, HIS lag behind their industrial counterparts in providing quality (i.e., timely, accurate, complete) information and have been the target of many criticisms for alleged shortcomings. The aim of this research is to identify the requirements for HIS to assist in providing quality healthcare service. To this end, questionnaires were designed to assess the level of satisfaction of different HIS users. In addition, this research introduces the concept of loss function and relates it to repercussions of HIS customer dissatisfaction.

[1]  Ephraim R. McLean,et al.  Information Systems Success: The Quest for the Dependent Variable , 1992, Inf. Syst. Res..

[2]  Blake Ives,et al.  The measurement of user information satisfaction , 1983, CACM.

[3]  Mark S. Litwin,et al.  How To Measure Survey Reliability and Validity. The Survey Kit, Volume 7. , 1995 .

[4]  Sammy W. Pearson,et al.  Measurement of computer user satisfaction , 1980, PERV.

[5]  James G. Anderson,et al.  Clearing the way for physicians' use of clinical information systems , 1997, CACM.

[6]  Dennis F. Galletta,et al.  Some Cautions on the Measurement of User Information Satisfaction , 1989 .

[7]  Smith.  Health Management Information Systems , 2000 .

[8]  G. Wiederhold,et al.  A security mediator for health care information. , 1996, Proceedings : a conference of the American Medical Informatics Association. AMIA Fall Symposium.

[9]  Meyer Sm.  Contrasting the original Malcolm Baldrige National Quality Award and the Health Care Pilot Award. , 1998 .

[10]  Vijay Mahajan,et al.  The Use of Computers in Hospitals: An Analysis of Adopters and Nonadopters , 1977 .

[11]  Mark S. Litwin,et al.  How to Measure Survey Reliability and Validity , 1995 .

[12]  Sammy W. Pearson,et al.  Development of a Tool for Measuring and Analyzing Computer User Satisfaction , 1983 .

[13]  Eric R. Ziegel,et al.  Quality management : tools and methods for improvement , 1995 .

[14]  Izak Benbasat,et al.  Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation , 1991, Inf. Syst. Res..

[15]  M Zviran.  Evaluating user satisfaction in a hospital environment: An exploratory study , 1992, Health care management review.

[16]  Blake Ives,et al.  An empirical study of the impact of user involvement on system usage and information satisfaction , 1986, CACM.

[17]  Jan H. P. Eloff,et al.  A methodology for measuring user satisfaction , 1989, Inf. Process. Manag..

[18]  C. Osgood,et al.  The Measurement of Meaning , 1958 .

[19]  Louis Raymond,et al.  Organizational Characteristics and MIS Success in the Context of Small Business , 1985, MIS Q..

[20]  Richard T. Watson,et al.  Service Quality: A Measure of Information System Effectiveness , 1995, MIS Q..