Perceived Importance of User Expectations from Healthcare Information Systems

Abstract

Health institutions invest huge amounts in Information Systems (IS). Despite the huge budgets of investments, it is estimated that nearly 60-70% of Information Technology (IT) implementation projects fail in healthcare. In the literature, success factors and the failure reasons have largely been discussed. One of these, both in failure reasons and success factors, is the User Expectations. Expectation Failure, which can be defined as the gap between expectations of the end users from the system and actual performance of it, is introduced as one of the failure reasons of IS. The expectations of users must be well understood and discreetly worked out to design and implement a successful, acceptable, and useful IS. There is no study about the expectations from Healthcare Information System (HCIS) in the literature. The aim of this chapter is to investigate the end user expectations from HIS and their rankings. Seventeen potential end user expectations in four dimensions are examined and ranked according to the importance of expectations to the users.