978-1-5090-3352-2/16/$31.00 ©2016 IEEE 16-18 November 2016, Aston Tropicana Hotel, Bandung, Indonesia 2016 International Conference on Information Management and Technology (ICIMTech) Page 29 Integrating IS Success Model, SERVQUAL and Kano Model into QFD to Improve Hospital Information System Quality Case Study from A Private Hospital in Indonesia Junario Wibawa, Meyliana, Henry A. E. Widjaja School of Information Systems Bina Nusantara University Jakarta, Indonesia junario.wibawa@binus.ac.id, meyliana@binus.edu, haew@binus.edu Achmad Nizar Hidayanto Faculty of Computer Science University of Indonesia Depok, Indonesia nizar@cs.ui.ac.id Abstract—Hospital Information System (HIS) has become an important part of every healthcare institution in providing high quality clinical care and efficient daily operation. The purpose of this research is to evaluate the quality of HIS in a private multi- specialty hospital in Indonesia as the mean to recommend possible actions for the management and IT department in the effort of achieving continuous improvements. The approach involves integrating SERVQUAL method, Kano Model and Quality Function Deployment (QFD) for measuring HIS quality attributes that are adopted from DeLone & McLean IS Success Model dimensions from the users’ perspective. This research shows the low user satisfaction level towards the current HIS quality, and then the attributes required for betterment are subsequently identified. As the final outcome, the House of Quality is successfully constructed in order to propose systematic and measured improvement priorities that the hospital should perform to fulfill the users’ needs and desires of a high quality HIS. Keywords—hospital information system, continuous improvement, IS Success Model, quality function deployment I. INTRODUCTION As technology is rapidly advancing and changing the way people live and do business, it also helps organizations in health care industry to make a better informed decision and to influence the quality of services offered to their patients [1]. Various health information technologies, such as electronic health record and computerized provider order are now more accessible than before and have been proven to give positive impact in terms of medical care quality, efficiency, errors prevention, monitoring and customer engagement [2]. Differing types and vast volumes of data and information that are produced daily by those technologies are making information management as well as integration into the operations are important for hospitals and every other health care providers. A hospital information system (HIS) is a socio-technical subsystem of a hospital which consists of information processing together with the associated human or technical actors in their respective information processing roles [3]. An important aim of HIS is an optimal support of clinical working processes [4]. But in order to ensure that it is succeed in meeting its expectations, an evaluation or measurement needs to be performed. By doing so, we will be able to not only identify the area for improvement, but also track the progress and effectiveness of the previous quality assurance actions or recently implemented programs. Literature reviews [4][5] suggest that most of previous health information system evaluation studies have used survey methodology in the form of case study as their research methods and primarily focus around three distinct measures of success: economic evaluation, system usage, and end-user satisfaction. While economic evaluation is difficult and often suffers from lack of required data, measurement of user satisfaction is possible to be the most effective evaluation method in comparison with the rest of the methods [4]. The fact that users use and evaluate the system on daily basis as they do their jobs makes their opinions are important to be considered. A system that is difficult to use or does not fulfill their expectations will hinder the optimal utilization of the system itself, or even ignored and sabotaged by their users [6]. The research question of this paper is “how is the quality of HIS at the moment and what can we do to improve it for the future?” Therefore, the purpose of this paper is trying to figure out a comprehensive way to evaluate HISm, assess the quality of the current system, and determine the right recommendation and priority for continuous improvement in a relatively simple, yet powerful manner. A new integration model is then proposed as an attempt to achieve the objectives and help to explain the current HIS situation which will enable the management to make informed decisions driven by facts and data rather than by a mere intuition/emotion. II. THEORETICAL BACKGROUND A. IS Success Model IS Success Model is an interrelation model of six success factors that originally introduced by DeLone and McLean in 1992, then updated in 2003, which consists of (1) system quality, (2) information quality, (3) service quality, (4) use, (5) user satisfaction, and (6) net benefits [7][8]. It is based on