Health Information System Adoption and Customer (Patient) Satisfaction of Selected Private Hospitals in Kogi State, Nigeria

Abstract

This study examined healthcare information system adoption and customer (patient) satisfaction of selected private hospitals in Kogi State. The specific objectives are to (i) examined the effect of service quality of health information system adoption on customer patronage of selected private hospitals in Kogi State. The study also investigated the effect of system quality of electronic health record adoption on customer loyalty in selected private hospitals in Kogi State. The Study adopted survey research design to study the research objectives. The population of the study comprises of five digitalised hospitals in Kogi State The study adopted Godden model for the infinite (unknown) population of customers (patients). The result of the study showed that there is a significant relationship between service quality of health information system adoption and customer patronage in selected private hospitals in Kogi State with R² value of 0.912 and the significance level which is less than 0.005. The second hypothesis showed that there is significant relationship between system quality of electronic health record adoption and customer loyalty of selected private hospitals in Kogi State with the R² value of 0.880 and the significance level which is less than 0.005. The study recommended that private health providers must improve on the reliability and accurate of the health information system to avoid time wastage (arrival, waiting and service time) in order to satisfy the customers. There should be adequate provision for automated patient record system, information sharing system, electronic healthcare form system and computerized provider order entry system to attract loyal customers.

Keywords: Health Information System, Customer (Patient) Satisfaction, Service Quality, System Quality, Customer loyalty