Determinant Factors of Hospital Information System (HIS) Success at XYZ Hospital Using Delone McLean IS Success Model

As a government institution, XYZ hospital is currently trying to transform its service to improve patient satisfaction by implementing a Hospital Information System. After being implemented in a year, there are many complaints related to the new system. This study is intended to find out factors influencing user satisfaction and net benefit perceived by users at XYZ hospital by using Delone McLean IS Success model. To collect the required data, a set of questionnaires was developed according to the model. Partial Least Square-Structural Equation Model (PLS-SEM) was used to test the research model with SmartPLS 3.0 software. The result of this study with 73 respondents shows that system use, user satisfaction, and organizational factors influence net benefit, while information quality, system quality, and service quality has a significant effect on system use, but only information quality and system use has a significant effect on user satisfaction.