The Impact of Provider’s Quality of Information System on User Satisfaction and Perceived Net Benefits in Malaysian Public Hospitals

Background: Hospital Information Systems (HIS) are pivotal in enhancing decision-making, operational efficiency, and patient care. The quality of the provider-supported HIS, particularly in outsourced settings, critically influences user satisfaction and perceived net benefits. This study investigates the impact of provider quality, including system, service, and information quality, on user satisfaction and perceived net benefits in Malaysian public hospitals. Employing the DeLone and McLean Information System Success Model as a theoretical framework, this study also explores the mediating role of user satisfaction. Methods: Structural Equation Modelling using Analysis of Moment Structures (AMOS) was applied to data from 1,376 respondents across six hospitals. Results: The structural model revealed significant direct effects: system quality (β = 0.480, P < 0.001) and service quality (β = 0.438, P < 0.001) positively impacted user satisfaction, whereas information quality had no significant effect (P = 0.232). Service quality also significantly influenced perceived net benefits (β = 0.135, P < 0.001), as did user satisfaction (β = 0.342, P < 0.001). The indirect effects highlighted user satisfaction as a key mediator, with significant mediation observed for system quality (β = 0.164, P < 0.001) and service quality (β = 0.150, P < 0.001). Conclusion: This study highlights the critical mediating role of user satisfaction, providing deeper insights into user interactions in healthcare settings. In addition, it offers valuable contributions to understanding how system quality and service quality impact user satisfaction and perceived net benefits, along with practical recommendations for improving HIS.