Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Most Influential Qualities in Creating Satisfaction Among the Users of Health Information Systems: A Study in Seven EU Countries
Blekinge Institute of Technology, Faculty of Engineering, Department of Health.ORCID iD: 0000-0002-0316-548x
Blekinge Institute of Technology, Faculty of Engineering, Department of Health.ORCID iD: 0000-0003-4312-2246
Blekinge Institute of Technology, Faculty of Engineering, Department of Mechanical Engineering. (Product Development Research Lab)ORCID iD: 0000-0002-9662-4576
Blekinge Institute of Technology, Faculty of Computing, Department of Technology and Aesthetics.
Show others and affiliations
2018 (English)In: JMIR Medical Informatics, Vol. 6, no 4, p. 3-21Article in journal (Refereed) Published
Abstract [en]

Background:

Several models suggest how the qualities of a product or service influence user satisfaction. Models, such as the Customer Satisfaction Index (CSI), Technology Acceptance Model (TAM), and Delone and McLean Information Systems Success (D&M IS), demonstrate those relations and have been used in the context of health information systems.

Objective:

We want to investigate which qualities foster greater satisfaction among patient and professional users. In addition, we are interested in knowing to what extent improvement in those qualities can explain user satisfaction and if this makes user satisfaction a proxy indicator of those qualities.

Methods:

The Unified eValuation using ONtology (UVON) method was utilised to construct an ontology of the required qualities for seven e-health applications being developed in the FI-STAR project, a European Union (EU) project in e-health. The e-health applications were deployed across seven EU countries. The ontology included and unified the required qualities of those systems together with the aspects suggested by the Model for ASsessment of Telemedicine applications (MAST) evaluation framework. Two similar questionnaires, for 87 patient users and 31 health professional users, were elicited from the ontology. In the questionnaires, user was asked if the system has improved the specified qualities and if the user was satisfied with the system. The results were analysed using Kendall correlation coefficients matrices, incorporating the quality and satisfaction aspects. For the next step, two Partial Least Squares Structural Equation Modelling (PLS-SEM) path models were developed using the quality and satisfaction measure variables and the latent construct variables that were suggested by the UVON method.

Results:

Most of the quality aspects grouped by the UVON method are highly correlated. Strong correlations in each group suggest that the grouped qualities can be measures which reflect a latent quality construct. The PLS-SEM path analysis for the patients reveals that the effectiveness, safety, and efficiency of treatment provided by the system are the most influential qualities in achieving and predicting user satisfaction. For the professional users, effectiveness and affordability are the most influential. The parameters of the PLS-SEM that are calculated allow for the measurement of a user satisfaction index similar to CSI for similar health information systems.

Conclusions:

For both patients and professionals, the effectiveness of systems highly contributes to their satisfaction. Patients care about improvements in safety and efficiency, while professionals care about improvements in the affordability of treatments with health information systems. User satisfaction is reflected more in the users' evaluation of system output and fulfilment of expectations, but slightly less in how far the system is from ideal. Investigating satisfaction scores can be a simple, fast way to infer if the system has improved the abovementioned qualities in treatment and care.

Place, publisher, year, edition, pages
JMIR Publications , 2018. Vol. 6, no 4, p. 3-21
Keywords [en]
Health Information Systems, Telemedicine, Evaluation Studies as Topic, Consumer Behavior, Treatment Outcome, Safety, Efficiency, Health Care Costs, Ontology Engineering, Equation Models
National Category
Other Health Sciences
Identifiers
URN: urn:nbn:se:bth-16998DOI: 10.2196/11252ISI: 000454162600001OAI: oai:DiVA.org:bth-16998DiVA, id: diva2:1247712
Projects
MD3S
Note

Open access

Available from: 2018-09-13 Created: 2018-09-13 Last updated: 2019-01-10Bibliographically approved

Open Access in DiVA

fulltext(987 kB)49 downloads
File information
File name FULLTEXT02.pdfFile size 987 kBChecksum SHA-512
67b24383c453ebfd6f87bb5ab989a067d59f39965034534b1be753eaa6de4bf790a0be49b6f841ddbec785f8665b63629c7410dd125cda19b9a3dcdd01614160
Type fulltextMimetype application/pdf

Other links

Publisher's full text

Authority records BETA

Eivazzadeh, ShahryarSanmartin Berglund, JohanLarsson, TobiasFiedler, MarkusAnderberg, Peter

Search in DiVA

By author/editor
Eivazzadeh, ShahryarSanmartin Berglund, JohanLarsson, TobiasFiedler, MarkusAnderberg, Peter
By organisation
Department of HealthDepartment of Mechanical EngineeringDepartment of Technology and Aesthetics
Other Health Sciences

Search outside of DiVA

GoogleGoogle Scholar
Total: 102 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

doi
urn-nbn

Altmetric score

doi
urn-nbn
Total: 638 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf