資訊系統品質、認知有用性、認知易用性、內部行銷與服務品質對PACS系統使用者滿意度之影響

Effects of System Quality, Perceived Usefulness, Perceived Ease of Use, Internal Marketing, and Service Quality on PACS Systems User Satisfaction

張景盛(Ching-Sheng Chang) ； 藍宜亭(Yi-Ting Lan) ； 羅永欽(Joon-Khim Loh) ； 劉景寬(Ching-Kuan Liu) ； 龔榮源(Jung-Yuan Kung) ； 林佳姿(Chia-Tzu Lin) ； 黃俊英(Jun-Ying Huang)

《北市醫學雜誌》 9卷2期 (2012/06) Pp. 109-122

https://doi.org/10.6200/TCMJ.2012.9.2.01

摘要

目的：醫院在導入資訊系統時易忽略院內使用者對資訊系統之使用能力與接受度，而造成使用者不滿與資訊系統效益發揮不彰情形。本研究即探討資訊系統品質、認知有用性、認知易用性、內部行銷與服務品質對使用者滿意度之影響。方法：本研究以台灣南部三家使用PACS系統（Picture Archiving and Communication Systems）之醫院的醫事人員為研究對象進行結構性問卷發放，共發放出300份問卷，回收200份，有效樣本為194份，有效樣本回收率為64.7％。結果：系統品質對認知有用性與認知易用性有正向顯著影響、內部行銷對於服務品質有正向顯著之影響及認知有用性、認知易用性與服務品質對於使用者滿意度有正向顯著影響。結論：表示系統品質越完善、服務品質愈高時，能提昇使用者滿意度與該醫院整體系統績效。

關鍵字

資訊系統品質 ； 認知有用性 ； 認知易用性 ； 內部行銷 ； PACS系統

並列摘要

Objectives: The medical institutes must be dependent on medical information systems to reduce administrative and operating costs, and enhance work efficiency of staff and service quality. However, the hospital is easy to overlook the users' ability in a hospital to use and accept the information systems, and then resulted in user dissatisfaction and poor efficiency of information systems while employing the medical information systems. This study was to investigate how system quality, perceived usefulness, perceived ease of use, internal marketing, and service quality could affect user satisfaction. Methods: There are total 300 questionnaires being sent out in this research project, with 200 questionnaires received at three hospitals with PACS systems (Picture Archiving and Communication Systems) in southern Taiwan, 194 out of 200 questionnaires are considered acceptable with a 64.7 percent response rate. Results: Results of this study found that the system quality has a significant positive effect on perceived usefulness and perceived ease of use, internal marketing have a significant positive effect on service quality, and perceived usefulness, perceived ease of use, and service quality has a significant positive effect on the user satisfaction. Conclusion: The results indicate that higher system quality and service quality result in enhanced user satisfaction as well as improved system performance of the hospital.

並列關鍵字

System quality ； perceived usefulness ； perceived ease of use ； internal marketing ； PACS systems