Information communication technology, knowledge management, job and customer satisfaction: a study of healthcare workers in Lebanon

Abstract

Purpose The paper aims to identify, analyze and discuss the links between information and communications technology (ICT) and knowledge management (KM), on the one hand, and job satisfaction (JS) and customer satisfaction (CSAT), on the other hand, in hospitals in Lebanon. Design/methodology/approach A mixed-methods approach has been adopted that utilizes both quantitative and qualitative primary data, along with supportive and peripheral secondary ones. Specifically, a survey measuring variables was conducted among health-care professionals, with whom interviews were also conducted for greater depth and to refine the findings and relationships under study. Findings The results of the quantitative study find no statistically significant relationships between the variables. The qualitative study suggests that this is likely because of the subjectivity of the evaluations and/or their mutual canceling. This is further partly explained not only through technical/functional deficiencies of the system but also through the impact of implicit and peripheral forces, adjacent to contextual aspects. Originality/value The research adds significant and focused knowledge on the subject of the linkage of ICT and KM with JS and CSAT, in the context of emerging economies.

Demystifying the role of internal dynamics in the path of innovative competitiveness: a serial mediation model of international joint ventures

“…Technology is another aspect of the modern-day organization, which is given supremacy in this high-tech world (Epaminonda et al , 2020). Technological adaptability is identified as the third organizational competency essential for organizational success.…”

Guest editorial

“…Additionally, as ICT is an umbrella term for different types of technologies with each one having distinctive features and affordances, the issue includes papers that discuss different Figure 1 Comprehensive coverage of empirical studies (plus a review) in the issue (Maheshwari et al, 2021;Arefin et al, 2021) to mixed methods (Epaminonda et al, 2021). The issue also includes a review paper on biomedical text mining (Cheerkoot-Jalim and Khedo, 2021).…”

“…The Maheshwari et al (2021) paper conduct their analysis with physicians in India. Finally, the Epaminonda et al (2021) paper attempts to understand the issues at an employee (health-care) level, in a Lebanese context. The seventh paper by Cheerkoot-Jalim and Khedo (2021) is a review paper on the topic of biomedical text mining.…”

“…Additionally, as ICT is an umbrella term for different types of technologies with each one having distinctive features and affordances, the issue includes papers that discuss different types of technologies – m-Health, Web 2.0, messaging and text mining. The papers also include a range of different methodologies applied, from qualitative (Fletcher-Brown et al , 2021; Tripathi et al , 2021: Turulja et al , 2021) to quantitative (Maheshwari et al , 2021; Arefin et al , 2021) to mixed methods (Epaminonda et al , 2021). The issue also includes a review paper on biomedical text mining (Cheerkoot-Jalim and Khedo, 2021).…”

“…The Epaminonda et al (2021) paper studies the outcomes of ICT and KM at the employee level and at the patient level. The authors conduct a mixed-method study among hospitals in Lebanon to explore whether ICT and KM implementation affects employees’ job satisfaction (JS) and customer satisfaction (CSAT) in the hospitals.…”