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KMID : 0926620150200010039
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Korean Journal of Hospital Management
2015 Volume.20 No. 1 p.39 ~ p.52
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The effects of Technological and Business Expertise of IT Service Provider on Relationship Quality: The case of EMR system
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Park Jun-Gi
Lee Sang-Woo
Shin Hyun-Kyung
Lee Jung-Woo
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Abstract
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This study provides empirical evidence for the role of IT professional’s expertise in hospital IT service encounters. It is posited here that IT professional’s technological expertise and business expertise are associated with relationship quality(trust, satisfaction, commitment). Partial least square analyses are conducted, using data collected from 216 hospital workers. The results confirm that technological expertise strongly impacts on commitment and business expertise maintain a strong impact on satisfaction and trust. This study uses a cross-sectional survey as a research method. Longitudinal study seems necessary to further explore how expertise perception is actually formed between IT professionals and users in hospital service environments. The analysis also reveals that it takes time to grow relationship quality. Implications are discussed, and further studies are suggested.
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KEYWORD
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Electronic Medical Record, Hospital Information Systems, IT Expertise, Relationship Quality
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