Healthcare Service Quality Digitization with Enterprise Resource Planning

Md. Halimuzzaman^1*, Jaideep Sharma², Mohammed Imam Hossain³, Fahmida Akand⁴, Md Nahidul Islam⁵, Mostafa Masrur Ikram⁶, Nusrat Neherin Khan⁷

This study showed healthcare service quality by leveraging ERP systems for streamlined operations, improved patient care, and operational efficiency.

Abstract

Background: Enterprise Resource Planning (ERP) systems can significantly enhance the quality and efficiency of healthcare services. However, their implementation is challenging in emerging nations due to high costs, complexity, and user resistance. This research aimed to assess medical professionals' opinions regarding enhancing service quality in healthcare facilities through implementing the Enterprise Resource Planning (ERP) platform. The total impact of integrated planning systems on the caliber of healthcare services has been assessed using individual characteristics, organizational perception, data, and ERP system quality. Methods: Triangulation is a mixed techniques approach to data collection and analysis. Using a self-administered questionnaire, data for the empirical study was gathered from 279 medical professionals working for five healthcare institutions in Dhaka city of Bangladesh. Reliability coefficients and descriptive statistics squared multiple correlations were employed as data analysis techniques. Additionally, AMOS 20 was used to perform the structural model's goodness of fit test. It is hypothesized that each of the ERP dimensions will improve the quality of healthcare services. Results: The study found that healthcare service quality is significantly and favorably influenced by individual, organizational, information, and system quality, with all hypotheses validated (p < 0.01). The structural model fits nicely, accounting for 57.5% of the variation in healthcare service quality. Conclusion: The study showed a well-executed "Enterprise Resource Planning System" produces improved system output and empowers medical staff to deliver higher-quality healthcare services.

Keywords: Information Systems, Healthcare, Enterprise Resource Planning, Service Quality, Information Quality

References

Afonso, G. P., Ferreira, D. C., & Figueira, J. R. (2023). A Network-DEA model to evaluate the impact of quality and access on hospital performance. Annals of Operations Research. https://doi.org/10.1007/s10479-023-05362-x

Akhzan, F. H., Pontoh, G. T., & Arifuddin, A. (2021). The Impact of Human Critical Success Factor on ERP System Implementation. AFEBI Accounting Review, 6(1), Article 1. https://doi.org/10.47312/aar.v6i01.473

Ali Tarhini, A. S. (2020). Analysis of Barriers to the Deployment of Health Information Systems: A Stakeholder Perspective | Information Systems Frontiers. https://link.springer.com/article/10.1007/s10796-018-9869-0

Al-Lozi, E. M., & Al-Qirem, R. M. (2021). TOWARDS THE ADOPTION OF ENTERPRISE RESOURCE PLANNING SYSTEMS (ERP) AS AN EFFECTIVE TEACHING TOOL IN HIGHER EDUCATION INSTITUTIONS. 20(2).

Bialas, C., Bechtsis, D., Aivazidou, E., Achillas, C., & Aidonis, D. (2023). Digitalization of the Healthcare Supply Chain through the Adoption of Enterprise Resource Planning (ERP) Systems in Hospitals: An Empirical Study on Influencing Factors and Cost Performance. Sustainability, 15(4), Article 4. https://doi.org/10.3390/su15043163

Bootan A. Salih, Omer Q. Allela, Raad A Kaskoos, Javed Ahamad, (2024). An Educational Intervention to Improve Adverse Drug Reactions Reporting Among Healthcare Practitioners in Selected Pediatric Hospitals in Iraq, Journal of Angiotherpay, 8(1), 1-13, 9392

by Iris Cathrina Abakan Pilares, Sami Azam *Ciderkin Baridhara Shanmug, I. C. A. P. (2022, May 26). Addressing the Challenges of Electronic Health Records Using Blockchain and IPFS. https://www.mdpi.com/1424-8220/22/11/4032

Coskun, E., Gezici, B., Aydos, M., Tarhan, A. K., & Garousi, V. (2022). ERP failure: A systematic mapping of the literature. Data & Knowledge Engineering, 142, 102090. https://doi.org/10.1016/j.datak.2022.102090

Dorota Krasowska, A. J. (2022, June 26). IJERPH | Free Full-Text | The Servqual Method as an Assessment Tool of the Quality of Medical Services in Selected Asian Countries. https://www.mdpi.com/1660-4601/19/13/7831

Edwards, D., & Edwards, D. (1 C.E., 2021). Enterprise Resource Planning Development in China in the Age of Intelligent Manufacturing: Exploring Barriers, Strategies, and Education (enterprise-resource-planning-development-in-china-in-the-age-of-intelligent-manufacturing) [Chapter]. Https://Services.Igi-Global.Com/Resolvedoi/Resolve.Aspx?Doi=10.4018/978-1-7998-4126-5.Ch011; IGI Global. https://www.igi-global.com/gateway/chapter/www.igi-global.com/gateway/chapter/260879

Ervin Toçi, B. J. (2022, December 12). A Brief Review of Healthcare System Transformation Directions. International Journal of Current Science Research and Review. https://ijcsrr.org/single-view/

Gorvunova, V., Kukhtevich, I., & Goryunova, T. (2022). Digitalization and Integration Cloud Solutions for Healthcare Information Systems. 2022 4th International Conference on Control Systems, Mathematical Modeling, Automation and Energy Efficiency (SUMMA), 608–611. https://doi.org/10.1109/SUMMA57301.2022.9973961

Gupta, S., Abbas, A. F., & Srivastava, R. (2022). Technology Acceptance Model (TAM): A Bibliometric Analysis from Inception. Journal of Telecommunications and the Digital Economy, 10(3), Article 3. https://doi.org/10.18080/jtde.v10n3.598

Hasan, N., Miah, S. J., Bao, Y., & Hoque, Md. R. (2019). Factors affecting post-implementation success of enterprise resource planning systems: A perspective of business process performance. Enterprise Information Systems, 13(9), 1217–1244. https://doi.org/10.1080/17517575.2019.1612099

Howard, S. K., Thompson, K., Yang, J., & Ma, J. (2019). Working the system: Development of a system model of technology integration to inform learning task design. British Journal of Educational Technology, 50(1), 326–341. https://doi.org/10.1111/bjet.12560

Ikechukwu, E., Ogadinma, I., & Chuemere, A. N. (2019). Epidemiological Investigation, Monitoring and Surveillance; Strategies in Public Health Sustenance. Asian Journal of Advanced Research and Reports, 1–9. https://doi.org/10.9734/ajarr/2019/v5i230130

Isazade, N. (2022). Proceedings of Azerbaijan High Technical Educational Institutions. Zenodo. https://doi.org/10.5281/zenodo.6342337

J. Shafiq Mansoor, Kamalraj Subramaniam. (2024). Healthcare Monitoring-based IoT framework for heart disease detection and classification, Journal of Angiotherapy, 8(3), 1-11, 9553

Javadi, S. M., & Sadjadi, S. J. (2023). Material requirements planning system considering batch size and minimum order quantity for items of suppliers. https://doi.org/10.21203/rs.3.rs-2963352/v1

Jobst, L. J., Heine, C., Auerswald, M., & Moshagen, M. (2021). Effects of Multivariate Non-Normality and Missing Data on the Root Mean Square Error of Approximation. Structural Equation Modeling: A Multidisciplinary Journal, 28(6), 851–858. https://doi.org/10.1080/10705511.2021.1933987

Jones, L., Armit, K., Haynes, A., & Lees, P. (2023). Role of medical leaders in integrated care systems: What can be learnt from previous research? BMJ Leader, 7(2). https://doi.org/10.1136/leader-2022-000655

Kline, R. B. (2023). Structural Equation Modeling. In A. L. Nichols & J. Edlund (Eds.), The Cambridge Handbook of Research Methods and Statistics for the Social and Behavioral Sciences: Volume 1: Building a Program of Research (pp. 535–558). Cambridge University Press. https://doi.org/10.1017/9781009010054.026

Kurolov, M. (2023). Exploring the Role of Business Intelligence Systems in Digital Healthcare Marketing: International Journal of Social Science Research and Review, 6(6), Article 6. https://doi.org/10.47814/ijssrr.v6i6.1226

Kuswara, R. A., & Yuwono, I. (2022). The Konfigurasi Sistem Database Enterprise Resource Planning (ERP) Berbasis Open Source Berdasarkan Material Requirement Planning (MRP). JUSTI (Jurnal Sistem Dan Teknik Industri), 2(4), Article 4. https://doi.org/10.30587/justicb.v2i4.4109

Lu, L. L. M., Henn, P., O’Tuathaigh, C., & Smith, S. (2024). Patient–healthcare provider communication and age-related hearing loss: A qualitative study of patients’ perspectives. Irish Journal of Medical Science (1971 -), 193(1), 277–284. https://doi.org/10.1007/s11845-023-03432-4

M.M. Sulphey, P. A. S. (2020). Enterprise Resource Planning (ERP) As a Potential Tool for Organizational Effectiveness. https://www.webology.org/abstract.php?id=313

Meiryani, Fernando, E., Hendratno, S. P., Kriswanto, & Wifasari, S. (2021). Enterprise Resource Planning Systems: The Business Backbone. Proceedings of the 5th International Conference on E-Commerce, E-Business and E-Government, 43–48. https://doi.org/10.1145/3466029.3466049

Miklós Gubán, Á. G. (2023). Necessity of Enterprise Resource Planning Systems for Small and Medium-sized Enterprises | International Journal of Advanced Natural Sciences and Engineering Researches. https://as-proceeding.com/index.php/ijanser/article/view/706

Mohammad Mahmoud Tarawneh, H. A. (2023, June 2). The Impact of Information System Design Quality on E-Learning Systems Performance | International Journal of Interactive Mobile Technologies (iJIM). https://online-journals.org/index.php/i-jim/article/view/36269

Mucaraku, L., & Ali, M. (2022). Importance of Information Systems in the Healthcare Sector. 2022 International Conference on Computing, Electronics & Communications Engineering (iCCECE), 112–117. https://doi.org/10.1109/iCCECE55162.2022.9875083

Naqi, M., AL-Hashimi, M., & Hamdan, A. (2021). Impact of Innovative Technologies in Healthcare Organization Productivity with ERP. In A. Hamdan, A. E. Hassanien, R. Khamis, B. Alareeni, A. Razzaque, & B. Awwad (Eds.), Applications of Artificial Intelligence in Business, Education and Healthcare (pp. 309–330). Springer International Publishing. https://doi.org/10.1007/978-3-030-72080-3_18

Niu, B., Chen, K., Huang, H., Li, Y., & Chen, L. (2017). System Selection and Performance Evaluation for Manufacturing Company’s ERP Adoption. INTERNATIONAL JOURNAL OF COMPUTERS COMMUNICATIONS & CONTROL, 12(3), Article 3.

Partiwi Dwi Astuti, N. S. (2023, August 3). Accounting Information System Quality and Organizational Performance: The Mediating Role of Accounting Information Quality | International Journal of Professional Business Review. https://openaccessojs.com/JBReview/article/view/1192

Prasad Nagnath Rokade. (2023). Optimizing Healthcare System: A Comprehensive Study on the Integration of Enterprise Resource Planning (ERP) in the Healthcare Sector. International Journal of Advanced Research in Science, Communication and Technology, 529–540. https://doi.org/10.48175/IJARSCT-12078

Rashid, A. T., & Gürkan, S. (2022). THE EFFECTS OF MANAGEMENT INFORMATION SYSTEMS ON QUALITY OF HEALTH SERVICES: AN EMPIRICAL ANALYSIS IN HOSPITALS IN SALAH AL-DIN. Uluslararasi Bankacilik Ekonomi ve Yönetim Arastirmalari Dergisi, 5(2), Article 2. https://doi.org/10.52736/ubeyad.1155762

S. C. Thushara, D. P. P. K. R. (2023). Critical Failure Factors in ERP Implementation: A Systematic Literature Review—Journal of Business and Technology. https://jbt.sljol.info/articles/10.4038/jbt.v7i1.109

Saade, R., & Nijher, H. (2020). User-Centered Factors for Digital ERP Implementation. Journal of Digital Innovation for Humanity, 1, 075–091.

Seres, L., Tumbas, P., Matkovic, P., & Sakal, M. (2019). Critical Success Factors in ERP System Adoption: Comparative Analysis of the Private and the Public Sector. E+M Ekonomie a Management, 22(2), 203–221. https://doi.org/10.15240/tul/001/2019-2-014

Serhan, A., & Hajj, W. E. (2019). Impact of ERPS on Organizations’ Financial Performance. Proceedings of the International Conference on Business Excellence, 13(1), 361–372. https://doi.org/10.2478/picbe-2019-0032

Sriramalakshmi, P., Vondivillu, S. T., & Govind, A. S. K. (2022). Role of IoT, AI, and Big Data Analytics in Healthcare Industry. In Transformation in Healthcare with Emerging Technologies. Chapman and Hall/CRC.

Syed Mudassar Ali Raza, B. H. (2023, September 14). Determinants of Violence and Aggression Towards Health Care Doctors in Health Management Hub Pakistan: A Short Survey Report | Violence and Gender. https://www.liebertpub.com/doi/10.1089/vio.2022.0049

Wang, J., Liu, Y., Li, P., Lin, Z., Sindakis, S., & Aggarwal, S. (2023). Overview of Data Quality: Examining the Dimensions, Antecedents, and Impacts of Data Quality. Journal of the Knowledge Economy. https://doi.org/10.1007/s13132-022-01096-6

Winter, A., Ammenwerth, E., Haux, R., Marschollek, M., Steiner, B., & Jahn, F. (2023). Quality of Health Information Systems. In A. Winter, E. Ammenwerth, R. Haux, M. Marschollek, B. Steiner, & F. Jahn (Eds.), Health Information Systems: Technological and Management Perspectives (pp. 189–209). Springer International Publishing. https://doi.org/10.1007/978-3-031-12310-8_5

Xiaojuan, J., & Libin, L. (2020). Globalization of Services in the Internet Age: A New Engine, Acceleration and Major Power Competitiveness. Social Sciences in China, 41(4), 5–23. https://doi.org/10.1080/02529203.2020.1844430

Yimsri, B., Watanapa, A., & Wiyaratn, W. (2022). Flexible applications of MRP based prototyping software for production planning and diversified raw material inventory management. Proceedings of the 4th International Conference on Management Science and Industrial Engineering, 293–301. https://doi.org/10.1145/3535782.3535821

Youssef Zaitar, Y. Z. (2022, June 28). Analyzing the Contribution of ERP Systems to Improving the Performance of Organizations | IIETA. https://www.iieta.org/journals/isi/paper/10.18280/isi.270404