Information system end-user satisfaction and continuance intention: A unified modeling approach

Area of Science:

• Health Informatics
• Information Systems Evaluation
• Technology Adoption

Background:

• Continuous evaluation of end-user satisfaction and system continuance is crucial for Clinical Information System (CIS) projects.
• Most validation studies focus on early adoption phases, neglecting long-term system use.

Purpose of the Study:

• To validate a late post-adoption model for IT systems at Pompidou University Hospital (HEGP).
• To propose a unified evaluation metamodel adaptable to various CIS deployment phases.

Main Methods:

• A model incorporating CIS Quality (CISQ), Perceived Usefulness (PU), Confirmation of Expectations (CE), User Satisfaction (SAT), and Continuance Intention (CI) was developed.
• Structural equation modeling was used to test hypotheses using survey data from 2011-2015, over a decade post-implementation.

Main Results:

• The model explained 84% of satisfaction variance and 53% of CI variance (2011-2015).
• Clinical Information System Quality (CISQ) emerged as the primary determinant of satisfaction and continuance intention in very late post-adoption.
• A Unified Model of Information System Continuance (UMISC) was proposed, integrating findings across different CIS deployment phases.

Conclusions:

• Clinical Information System Quality (CISQ) significantly impacts user satisfaction and continuance intention in real-world CIS use.
• The proposed UMISC model offers a framework for continuous evaluation and acceptance of CIS throughout their lifecycle.