ELECTRONIC HEALTH RECORD AND PATIENT SATISFACTION IN PUBLIC HOSPITALS: MODERATING ROLE OF OPERATIONAL EFFICIENCY

GUMUS, Micah Adamu
Department of Management Studies
College of Business and Management Studies, Kaduna Polytechnic
adamumicah203@gmail.com
ANDAH, Ruth Angbazo
Department of Business Administration
Nasarawa State University, Keffi
ruthandah68@gmail.com
MUHAMMAD, Mallami Keffi
Department of Entrepreneurship Studies
Faculty of Administration
Nasarawa State University, Keffi
easylifefor4real98@gmail.com
ABSTRACT
Patient satisfaction is considered is the degree to which patients are satisfied with the quality of
healthcare provided by their provider. Unfortunately, most hospitals in Nigeria are lagging in embracing
contemporary healthcare technology. Most hospitals around the world are re-strategizing to deliver
quality healthcare and remain competitive through the usage of electronic health records systems (EHR).
This study examined the relationship between EHR and patient satisfaction under the moderating
influence of operational efficiency. Data was collected from the patients of public hospitals in north–
central states of Nigeria using questionnaire. Two public hospitals were chosen to represent each state
with the use of a convenience sampling technique. 440 samples were drawn via Taro Yamani formula.
Partial Least Square Structural Equation Modeling (PLS-SEM) using smart-PLS version 4.0 as an
inferential statistical tool for data analysis was employed. The study found strong positive and
statistically significant relationship exists between direct function and operational efficiency. The study
also found that information infrastructure and operational efficiency have a negative significant
relationship, while supportive function and operational efficiency have positive insignificant relationship.
Operational efficiency has strong, positive, and significant moderating effect on the relationship between
EHR systems and patient satisfaction. Based on the findings, the study recommends that governments at
all levels should endeavor to install sustainable and improved EHR systems in public hospitals in north
central Nigeria. Such is expected to provide improved efficient operation that enhance patients’
satisfaction in public hospitals.
Keywords: Electronic health record, patient satisfaction, public hospital, operational efficiency