Developing a Conceptual Framework of Integrating Effect of Hospital Information System Quality with User’s Intention on Healthcare Service Quality in UAE Government Hospitals

Abstract

Today information systems become part of modern hospitals and reflects the degree of development on healthcare service. Despite the widespread adoption of HIS, challenges remain in achieving high levels of patient satisfaction and operational efficiency due to variations in system quality, information quality, service quality, and user engagement. To that end, this study aims to validate a framework that integrate the effect of Hospital Information System (HIS) quality and user’s intention on healthcare service quality in government hospitals in the United Arab Emirates (UAE). A quantitative research approach was employed, using a structured survey distributed to healthcare professionals, including doctors, nurses, and administrative staff, across major UAE cities (Dubai, Abu Dhabi, and Sharjah). A total of 500 questionnaires were distributed, of which 462 valid responses were collected and analyzed using Structural Equation Modeling (SEM). Grounded in the DeLone and McLean Information Systems Success Model, the findings reveal that the hypothesized conceptual framework is fit and identical with the empirical data, indicating that the effectiveness of HIS depends not only on system performance but also on users’ willingness to engage with the system. The results highlight the importance of integrating high-quality system features with strategies that enhance user engagement to improve patient care and operational efficiency. This study provides practical implications for policymakers, hospital administrators, and IT managers by emphasizing that successful HIS implementation requires both technological excellence and supportive organizational practices. Ultimately, the findings contribute to improving healthcare service delivery and ensuring the sustainable use of HIS in UAE government hospitals.