Resistance to Integrate Information Systems in Healthcare Service: A Study on Developing Country

Abstract

Information systems are vital for meeting the service expectations of customers and stakeholders. However, integration of information systems in health service is inhibited due to numerous resistance factors which need to be addressed in order to ensure a quality healthcare service. Despite its significance, there is a paucity of research in addressing the resistance to information technology adoption in the healthcare industry. This relates to two domains: (i) factors contributing to resistance to health information systems (HIS) in developing country contexts and (ii) strategies to mitigate the resistances. This chapter sets out to develop a methodology to address the aforementioned gaps in the literature using an analytical hierarchy process (AHP) integrated quality function deployment (QFD) approach. The developed methodology will be used in a healthcare service providing organization in Bangladesh to identify the factors contributing to resistance to health information systems (HIS) and to determine the most significant strategies to mitigate those resistance factors. This research has significant theoretical, methodological and managerial implications.