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A framework for assessing healthcare enterprise resource planning post-implementation success: a case of cordlife group

Oh, Chun Siang (2019) A framework for assessing healthcare enterprise resource planning post-implementation success: a case of cordlife group. Doctoral thesis, Universiti Utara Malaysia.

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Abstract

The role of Healthcare Enterprise Resource Planning (HERP) in the healthcare industry toward organisational business performance is imperative. Therefore, the organisations adopting HERP need to assess the success and impact of HERP post-implementation. Whilst, the Enterprise Resource Planning (ERP) have been largely researched, there is still a vacuum in researches in regards to HERP particularly in Malaysia. In this study, Information System Success Model (ISSM) was adopted from DeLone and McLean (D&M) to assess the HERP post-implementation success. Essentially, healthcare organizations can be benefitted from the success of implementing HERP with high staff operational work productivity and efficiency. This study focused on developing healthcare ISSM framework by analysing the relationships between the D&M ISSM success elements which are information quality, system quality, service quality, user satisfaction and individual benefits, in the case of CordLife Group. All constructs adopted the 5-point Likert scale measurement. The respondents were the HERP users from CordLife Group Limited-Singapore and StemLife Berhad-Malaysia with 184 and 180 respondents respectively with a response rate of 85%. The collected data was analysed using the SPSS and the SmartPLS software. This study found that all direct relationships amongst system quality, service quality, system quality, user satisfaction and individual benefits were significant. In addition, there were no differences between CordLife Group Limited-Singapore and StemLife Berhad-Malaysia on the determinants that affect CordLife Group’s HERP post-implementation success. The study recommended incremental investments towards hardware and software upgrades, developing internal skilled expertise, persistent functional HERP training, boost user satisfaction and productivity by HERP adoption as necessary drivers towards achieving HERP post-implementation success.

Item Type: Thesis (Doctoral)
Supervisor : Hassan, Shahizan
Item ID: 8910
Uncontrolled Keywords: Information quality, system quality, service quality, user satisfaction and individual benefits.
Subjects: H Social Sciences > HF Commerce. > HF5415.33 Consumer Behavior.
Divisions: Othman Yeop Abdullah Graduate School of Business
Date Deposited: 12 Dec 2021 01:44
Last Modified: 12 Dec 2021 01:44
Department: Othman Yeop Abdullah Graduate School of Business
Name: Hassan, Shahizan
URI: https://etd.uum.edu.my/id/eprint/8910

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