Title: Physician perceptions of electronic medical records: the impact of system service quality, and generation/experience gaps

Authors: Shin-Yuan Hung; Makoto Nakayama; Charlie C. Chen; Fang-Lan Tsai

Addresses: Department of Information Management, Institute of Healthcare Information Management, National Chung Cheng University, Minxiong Township, Chiayi County, 62102, Taiwan ' College of Computing and Digital Media, DePaul University, Chicago, IL 60614, USA ' Computer Information Systems and Supply Chain Management, Appalachian State University, 287 Rivers St, Boone, NC 28608, USA ' Department of Information Management, Institute of Healthcare Information Management, National Chung Cheng University, Minxiong Township, Chiayi County, 62102, Taiwan

Abstract: Electronic medical record (EMR) systems are complex, organisational-wide information systems involving stakeholders in various medical fields and responsibilities. Assessing the usefulness of EMR, therefore, is not straightforward. Using SERVQUAL, this study assesses the relationship between perceived EMR service quality and the perceived usefulness (subjective belief), expectation (judgment), and satisfaction (affect) of EMR systems. Data were obtained from 338 physicians in ten medical centres and 15 regional hospitals in Taiwan. The results show that physicians' perceived EMR service quality has a much stronger effect on non-affect outcomes than on an affect-based antecedent like satisfaction. Due to the complexity of EMRs, a beneficial assessment of EMRs requires the clinical experience of individual physicians and organisational perspective on how EMRs facilitate their tasks.

Keywords: electronic medical record systems; SERVQUAL; continuance intention; beneficial assessment of EMRs; subjective belief; non-affect outcomes.

DOI: 10.1504/IJHTM.2019.10026703

International Journal of Healthcare Technology and Management, 2019 Vol.17 No.4, pp.229 - 254

Accepted: 31 Dec 2018
Published online: 07 Feb 2020 *

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