員工工作環境知覺對醫療資訊系統三種品質與使用者滿意影響之研究—以某醫學中心為例

The Study of the Effects of Work Environment Perceptions on Information System Quality (System Quality, Information Quality and Service Quality) and User Satisfaction－An Empirical Study of a Medical Center in Taiwan

本研究係針對東部某醫學中心使用醫療系統之員工採隨機抽樣方式共252份有效問卷，並使用結構方程模式進行醫療資訊系統使用者滿意之實證研究。研究結果顯示：（1）本研究所提出之研究模型與實證資料檢測之後，證實在醫療產業的環境脈絡下，具有相當良好之模型契合度，顯示本模型之應用具極佳之理論穩健性與實務適用性；（2）工作環境知覺的兩種構面：使用者涉入與上司支持，確為影響醫療資訊系統三種品質之重要直接前因變項，尤以上司支持對三者的影響力最大；（3）資訊系統三種品質中的服務品質是工作環境知覺的兩種構面與使用者滿意之間的重要中介變項；（4）IS部門的服務品質對於醫療資訊系統的系統品質與資訊品質的提升具有顯著的正向影響；及（5）由路徑係數可知，相較於其他的因素而言，服務品質是對於使用者滿意最具影響力的前因變項。本研究結論進一步提示醫療機構之經營者重要的管理意涵：除資訊系統層面之系統品質、資訊品質之外，社會互動層面的上司支持、使用者涉入以及技術支援層面的IS部門之服務品質，是醫療系統使用者滿意的三種重要動因。因此，現今的醫療資訊系統的成功與使用者滿意的評估與測量，將是多面向多元化的。組織必需兼具人性的柔軟面與機器的堅硬面，方能圓滿順利的推動醫療資訊系統，並促使醫療院、所之E化經營更為成功。

This research aims at a medical center in eastern of Taiwan to develop the user satisfaction model of health information systems. Using Structural Equation Modeling (SEM), the proposed hypotheses is to verify the fit of empirical data and model. The conclusions are as follows: (1) According to the statistical results, the proposed success model fits very well for the 252 samples of the medical center. (2) Work environment perceptions (user involvement, supervisor support) are indeed the important antecedent of information system quality (system quality, information quality and service quality). Supervisor support is more important than user involvement. (3) The effects of work environment perceptions on user satisfaction are mediated by service quality. (4) Service quality of IS departments has positive significant influences on system quality and information quality. (5) According to the comparison of path coefficients, service quality has the most influence on user satisfaction. The implications of this research can provide the managers of the hospital in Taiwan is that we must focus on not only the information system quality aspect (system quality, information quality), but also on the social interaction aspect (user involvement, supervisor) and technical support aspect (service quality).