Evaluating service quality of Total Hospital Information System (THIS): a case study at Hospital Sungai Buloh / Nurul Azilah Jalil

The quality of services plays important roles in influence the success of information systems and user satisfaction. As one of the information systems, Hospital Information System also can be evaluated in terms of service quality measurement. There are various types of users that using Total Hospita...

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Main Author:	Jalil, Nurul Azilah
Format:	Thesis
Language:	English
Published:	2015
Subjects:	Customer services Customer relations
Online Access:	https://ir.uitm.edu.my/id/eprint/62832/1/62832.pdf
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id	my-uitm-ir.62832
record_format	uketd_dc
spelling	my-uitm-ir.628322022-08-08T00:26:04Z Evaluating service quality of Total Hospital Information System (THIS): a case study at Hospital Sungai Buloh / Nurul Azilah Jalil 2015-01 Jalil, Nurul Azilah Customer services. Customer relations Computer applications to medicine. Medical informatics The quality of services plays important roles in influence the success of information systems and user satisfaction. As one of the information systems, Hospital Information System also can be evaluated in terms of service quality measurement. There are various types of users that using Total Hospital Information System (THIS) such as physician, nurse, allied health and others. Therefore, this research is focused on evaluating the service quality of Total Hospital Information System (THIS). There are three objectives in this research. The first objective is to investigate the service quality of Total Hospital Information System (THIS) for Hospital Sungai Buloh, second is to evaluate the service quality level of Total Hospital Information System (THIS) and while the third objective is to provide the recommendation to improve the service quality of Total Hospital Information System (THIS) at Hospital Sungai Buloh. In order to explore the concept of service quality based on information system (IS) context, the literature review has been conducted. There are five elements of service quality that has been identified in this research which are tangible, reliability, responsiveness, assurance and empathy. Besides, other components from User Information Satisfaction (UIS) measurement also has identified that influence the satisfaction of service quality which are user involvement, IS staff service and product quality. The IS SERVQUAL model has been adapted from Jiang et al. (2012) and has modified to suit this research objective. The descriptive analysis, inferential analysis and regression analysis have been chosen to measure the service quality level and getting the findings. Based on the results obtained, this study showed that the results in evaluating the service quality level which is perceived service quality are strongly related to the user satisfaction, expectation and perceptions are positively affecting the perceived service quality. Meanwhile, the different type of job positions positively affects the user satisfaction. Furthermore, all the SERVQUAL measurements had a Cronbach's alpha well above 0.7 that indicates high reliability and validity. 2015-01 Thesis https://ir.uitm.edu.my/id/eprint/62832/ https://ir.uitm.edu.my/id/eprint/62832/1/62832.pdf text en public masters Universiti Teknologi MARA Faculty of Computer and Mathematical Sciences Gian Singh, Jasber Kaur(Dr .)
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Gian Singh, Jasber Kaur(Dr .)
topic	Customer services Customer relations Customer services Customer relations
spellingShingle	Customer services Customer relations Customer services Customer relations Jalil, Nurul Azilah Evaluating service quality of Total Hospital Information System (THIS): a case study at Hospital Sungai Buloh / Nurul Azilah Jalil
description	The quality of services plays important roles in influence the success of information systems and user satisfaction. As one of the information systems, Hospital Information System also can be evaluated in terms of service quality measurement. There are various types of users that using Total Hospital Information System (THIS) such as physician, nurse, allied health and others. Therefore, this research is focused on evaluating the service quality of Total Hospital Information System (THIS). There are three objectives in this research. The first objective is to investigate the service quality of Total Hospital Information System (THIS) for Hospital Sungai Buloh, second is to evaluate the service quality level of Total Hospital Information System (THIS) and while the third objective is to provide the recommendation to improve the service quality of Total Hospital Information System (THIS) at Hospital Sungai Buloh. In order to explore the concept of service quality based on information system (IS) context, the literature review has been conducted. There are five elements of service quality that has been identified in this research which are tangible, reliability, responsiveness, assurance and empathy. Besides, other components from User Information Satisfaction (UIS) measurement also has identified that influence the satisfaction of service quality which are user involvement, IS staff service and product quality. The IS SERVQUAL model has been adapted from Jiang et al. (2012) and has modified to suit this research objective. The descriptive analysis, inferential analysis and regression analysis have been chosen to measure the service quality level and getting the findings. Based on the results obtained, this study showed that the results in evaluating the service quality level which is perceived service quality are strongly related to the user satisfaction, expectation and perceptions are positively affecting the perceived service quality. Meanwhile, the different type of job positions positively affects the user satisfaction. Furthermore, all the SERVQUAL measurements had a Cronbach's alpha well above 0.7 that indicates high reliability and validity.
format	Thesis
qualification_level	Master's degree
author	Jalil, Nurul Azilah
author_facet	Jalil, Nurul Azilah
author_sort	Jalil, Nurul Azilah
title	Evaluating service quality of Total Hospital Information System (THIS): a case study at Hospital Sungai Buloh / Nurul Azilah Jalil
title_short	Evaluating service quality of Total Hospital Information System (THIS): a case study at Hospital Sungai Buloh / Nurul Azilah Jalil
title_full	Evaluating service quality of Total Hospital Information System (THIS): a case study at Hospital Sungai Buloh / Nurul Azilah Jalil
title_fullStr	Evaluating service quality of Total Hospital Information System (THIS): a case study at Hospital Sungai Buloh / Nurul Azilah Jalil
title_full_unstemmed	Evaluating service quality of Total Hospital Information System (THIS): a case study at Hospital Sungai Buloh / Nurul Azilah Jalil
title_sort	evaluating service quality of total hospital information system (this): a case study at hospital sungai buloh / nurul azilah jalil
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Computer and Mathematical Sciences
publishDate	2015
url	https://ir.uitm.edu.my/id/eprint/62832/1/62832.pdf
_version_	1783735271929413632

Evaluating service quality of Total Hospital Information System (THIS): a case study at Hospital Sungai Buloh / Nurul Azilah Jalil

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