Health Information Technology Management Model to Improve User Performance and Satisfaction
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The rapid development of digital technology has reshaped the way healthcare institutions manage information, deliver services, and support clinical decisions. Despite these advances, many hospitals still struggle with inefficiencies resulting from weak Health Information Technology (HIT) governance and limited user skills. Most existing approaches prioritize technical deployment while paying less attention to managerial, organizational, and behavioral factors that are essential for sustainable success. To overcome these limitations, this study introduces and empirically evaluates a comprehensive Health Information Technology Management (HITM) model that combines strategic IT governance, system quality, and user dimensions to improve satisfaction and performance among healthcare professionals. The research examines how governance mechanisms, system quality, and user capabilities affect satisfaction and performance. The specific objectives are to identify the key drivers of system quality, evaluate the relationship between system quality and user satisfaction, and examine how satisfaction impacts user performance. The study contributes theoretically by presenting a more integrated framework that unites concepts from IT governance, Information Systems Success Theory, and Technology Acceptance Theory. It also offers empirical evidence of the importance of managerial structures in driving successful digital transformation in healthcare settings. A survey involving healthcare personnel from three public hospitals in Indonesia was analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Results demonstrate strong model validity, accounting for 65% of the variance in user satisfaction and 59% of the variance in performance, with predictive relevance (Q²) values of 0.47 and 0.52, respectively. These outcomes demonstrate that mature governance, leadership support, cross-unit collaboration, and systematic user training enhance system quality, satisfaction, and ultimately performance. Future studies should expand testing in broader healthcare contexts with different resource conditions.
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