A discrepancy model examining the determinants of user satisfaction with the PACS systems in the Radiology departments of Taiwan hospitals

To understand the determinants of user satisfaction with the picture archiving and communication systems (PACS) in the Radiology departments of Taiwan hospitals, a discrepancy model was developed in this study. The discrepancies of three information system (IS) quality variables (i.e. information quality, system quality, and service quality), based on information system success model, were measured to examine the influence on user satisfaction. In addition, two variables, computer self-efficacy and user innovativeness, were also measured to examine their moderating effects on user satisfaction. A survey was conducted and the respondents were radiologists and radiological technologists who had experiences in using the PACS systems. The results of ANOVA and regression analysis indicated that greater user discrepancies between perception and expectation of three IS quality variables leads to lower user satisfaction. Furthermore, user´s computer self-efficacy significantly moderates the relationships between system quality and user satisfaction, and between service quality and user satisfaction respectively. However, user innovativeness significantly moderates the relationships between information quality and user satisfaction, and between service quality and user satisfaction respectively. Implications from the findings are also provided.