By extending the updated D&M IS success model, this study examines the multi-dimensional aspects to identify influential factors and construct a suitable model for explaining NHSS success in Taiwan. Through the empirical results from the perspective of 1215 public healthcare workers, this study has arrived at several findings. First, eight salient factors were found which influenced NHSS success from the dimensions of user characteristics, organizational context, and system characteristics. Second, the factors of user experience, user training, information quality, service quality, and user satisfaction have a strong positive effect on system use, whereas user attitude and facilitating conditions have a significant and negative effect. Further, user attitude, user training, top management support, system quality, information quality, and service quality are also significantly correlated to user satisfaction. The results of this study can assist governments in other countries in developing more effective NHSS and better e-Government practices.

Due to the rising awareness of national health insurance services and the wide-spread use of information systems, the implementation of National Healthcare Services Systems (NHSS) becomes an important objective to the countries in the world. However, it is not an easy task to implement such a large-scale system because we often counter a great number of managerial problems. This study identifies influential factors and constructs a model from the dimensions of user characteristics, organizational context, and system characteristics for explaining National Healthcare Services Systems (NHSS) success in Taiwan based on the survey of 1215 public healthcare workers. Several key findings have been proposed. First, eight salient factors were influential to NHSS success. Second, the NHSS is not a typical type of IS, since it is designed to provide accurate health information to support the routine NHS activities. The results demonstrate that information quality is the most critical factor in influencing system use and user satisfaction. Third, this study found that service quality has a strong and positive effect on system use and user satisfaction. Fourth, to increase system use and user satisfaction, this study suggests that the NHSS provider should communicate closely with its users to gather information about their needs and preferences, and pay more attention to each individual for providing quality service. It is hoped that the findings of current study can assist governments in other countries in developing more effective NHSS and better e-Government practices.