Ranking the Critical Success Factors for Hospital Information Systems Using a Fuzzy Analytical Hierarchy Process

The design, development, and maintenance of hospital information systems face major challenges, which ultimately cause failures of these information systems. This study aimed to identify and rank critical success factors for hospital information systems by applying a fuzzy analytical hierarchy process. Potential critical success factors that could contribute to the success of hospital information systems were identified and extracted through a systematic review of the relevant studies. A questionnaire containing the critical success factors was designed and distributed to 250 hospital information system professionals. The hierarchical structure of the critical success factors was defined by using an exploratory factor analysis, and pairwise comparison matrices of the fuzzy analytical hierarchy process model were designed based on the identified factor structure. As a result, 50 potential critical success factors were extracted from 21 articles, and their content validity and face validity were assessed by the experts. Based on the exploratory factor analysis results, 36 critical success factors were classified into seven dimensions: organizational fitness, user-friendliness, maintainability, portability, productivity, reliability, and organizational and external support. The fuzzy analytical hierarchy process results indicated that reliability, user-friendliness, and organizational fitness (with 20.3, 19.9, and 18 points, respectively) had the greatest impact on the success of hospital information systems. The findings revealed that managers and policymakers should consider these critical success factors in designing and developing hospital information systems.