Healthcare service quality digitization with enterprise resource planning

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.