Integrating IS Success Model, SERVQUAL and Kano Model into QFD to improve Hospital Information System quality

Abstract

Hospital Information System (HIS) has become an important part of every healthcare institution in providing high quality clinical care and efficient daily operation. The purpose of this research is to evaluate the quality of HIS in a private multi-specialty hospital in Indonesia as the mean to recommend possible actions for the management and IT department in the effort of achieving continuous improvements. The approach involves integrating SERVQUAL method, Kano Model and Quality Function Deployment (QFD) for measuring HIS quality attributes that are adopted from DeLone & McLean IS Success Model dimensions from the users' perspective. This research shows the low user satisfaction level towards the current HIS quality, and then the attributes required for betterment are subsequently identified. As the final outcome, the House of Quality is successfully constructed in order to propose systematic and measured improvement priorities that the hospital should perform to fulfill the users' needs and desires of a high quality HIS.