探討醫院資源規劃系統使用者滿意與其績效影響之前因： 以科技-組織-環境觀點

The Antecedents of User Satisfaction and Its Performance Impact for Hospital Resource Planning：A Technology–Organization–Environment Perspective

黃柏倫(Po-Lun Huang)

指導教授 ： 吳英隆

國立中正大學/管理學院/資訊管理系醫療資訊管理研究所/碩士(2013年)

摘要

隨著環境越來越複雜以及資料量越來越龐大的醫療產業，企業資源規劃也開始被使用在醫療機構上來整合組織所有的資訊和流程，稱之為醫院資源規劃(Hospital resource planning；HRP)，藉由醫院資源規劃系統之整合，使得各部門間資料流通更為迅速，以便使用者取得更為及時以及正確的資訊，來改善醫療流程並且提高醫療服務的效率以及品質。而在大量使用資訊系統的醫院，資訊系統的品質也間接影響到了醫療品質。因此，醫療機構的資訊人員在一個資訊系統使用上的滿意度以及其系統績效變得極為重要。本研究使用資訊系統成功模式來探討使用者滿意，但在探討醫院資源規劃系統使用者滿意不應該只有資訊系統成功模式中的系統品質、資訊品質以及服務品質，應該加入組織以及環境背景，形成更全面性的科技-組織-環境架構來探討系統使用者滿意度對其績效之影響。
本研究採用郵寄與網路問卷的方式寄送資料，共收集到109份問卷，並以統計軟體smartPLS2.0去驗證各變數間的假設關係及依變數間的解釋能力。結果顯示資訊科技背景中，系統品質、資訊品質以及服務品質皆會正向影響使用者滿意；組織背景中，正式化程度會負向影響使用者滿意，而複雜化與集權化程度並無顯著影響；環境背景中，競爭壓力會正向影響使用者滿意，而政府政策之輔助卻無顯著影；最後使用者滿意則會正向影響系統績效。

關鍵字

資訊系統成功模式 ； 科技-組織-環境架構 ； 醫院資源規劃

並列摘要

As the environment of medical industry becomes complex and the data is growing more and more, Enterprise Resource Planning(ERP) is beginning to be adopted in the medical institutions to integrate all organizational information and processes as Hospital Resource Planning(HRP). With the integration of hospital resources planning system, it makes the flow of information between various departments more quickly. The users can obtain more timely and accurate information to improve the efficiency and quality of medical services. With the extensive use of information systems in hospitals, the quality of information systems also affects the quality of medical services. Therefore, the user satisfaction of medical industry and the performance of their systems become importantly. This study adopts IS success model to explore user satisfaction. But the influence of user satisfaction is not only system quality, information quality and service quality but also organizational context and environmental context. Therefore, this study combines the organizational context and environmental context as Technology-Organization-Environment (TOE). The TOE framework can explore user satisfaction and its performance impact comprehensively.
In this study, the 109 responds were collected via internet and mail survey, and used statistic software smartPLS2.0 to test the relation of hypothesis and the explanatory power of dependent variables. The results showed that system quality, information quality and service quality have significantly positive effect on user satisfaction in technological context. Formalization has significantly negative effect on user satisfaction but complexity and centralization do not have significantly negative effect on user satisfaction in environmental context. Competitive pressure has significantly negative effect on user satisfaction but government policy does not have. Finally, user satisfaction has significantly positive effect on system performance.

並列關鍵字

Technology -Organization- Environment framework ； Hospital Resource Planning ； IS success model

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