Clinical information systems end user satisfaction: the expectations and needs congruencies effects

Area of Science:

• Information Systems
• Health Informatics
• Human-Computer Interaction

Background:

• User satisfaction is crucial for information systems (IS) adoption and continued use.
• Clinical information systems (CIS) represent significant investments, necessitating an understanding of clinician satisfaction.
• Existing research highlights the link between user attitudes, continuance intentions, and satisfaction with IS.

Purpose of the Study:

• To develop and validate a conceptual framework identifying cognitive determinants of clinician satisfaction with CIS.
• To apply the disconfirmation paradigm, incorporating expectations and needs congruency models.
• To investigate the influence of perceived performance, expectations congruency, and needs congruency on doctor and nurse satisfaction.

Main Methods:

• A survey methodology was employed at a public hospital.
• Data were collected from 112 doctors and 203 nurses, yielding response rates of 56% and 98%, respectively.
• Partial Least Squares (PLS) was used for data analysis to validate the research model.

Main Results:

• Perceived CIS performance emerged as the most significant determinant of overall clinician satisfaction.
• For doctors, expectations congruency was the second most influential factor.
• Nurses' satisfaction was significantly influenced by needs congruency, but not by expectations or expectations congruency.

Conclusions:

• Perceived performance is a primary driver of clinician satisfaction with CIS.
• Doctor satisfaction is influenced by both performance and expectations alignment.
• Nurse satisfaction with CIS is primarily driven by needs congruency, diverging from expectations-based findings.