Leveraging IT use in healthcare records management: impact on customer satisfaction and financial performance through knowledge transfer and absorptive capacity
DOI: https://doi.org/10.3846/btp.2025.23029Abstract
This research looks at how IT use in managing healthcare records benefits organizational performance. This paper addresses a critical research gap by examining how the implementation of IT affects performance through organized learning mechanisms, absorptive capacity and knowledge transfer effectiveness, two under researched components from prior healthcare IT literature. Based on organizational learning theory, the study proposes internal capabilities mediate the relationship between the use of IT and organizational performance. A quantitative survey of 304 healthcare professionals was conducted, with data analysed using structural equation modelling and SmartPLS. The findings indicate that IT use has a substantial impact on knowledge transfer, and that knowledge transfer mediating the relationship between absorptive capacity and both customer satisfaction and financial performance. This study theoretically extends the discourse on IT enabled organizational performance by focusing on the role of organizational learning in the IT performance relationship. In practice, it provides operational ramifications for health-care leaders by emphasizing the need to align digital investments of that organization with its learning strategy to increase its sustainable performance improvement. The theoretical and empirical contributions conferred by this research are one of providing an integrated framework integrating IT use, organizational learning mechanisms, and performance outcomes in healthcare settings.
Keywords:
records management, IT use, organizational learning, knowledge transfer effectiveness, absorptive capacity, healthcareHow to Cite
Share
License
Copyright (c) 2025 The Author(s). Published by Vilnius Gediminas Technical University.
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
Al-Husseini, S. (2024). How information technology resources enhance absorptive capacity and individual ambidexterity: The moderating role of social interaction. Journal of Science and Technology Policy Management. https://doi.org/10.1108/JSTPM-12-2023-0244
AlSaied, M. K., & Alkhoraif, A. A. (2024). The role of organizational learning and innovative organizational culture for ambidextrous innovation. The Learning of Organization, 31(2), 205–226. https://doi.org/10.1108/TLO-06-2023-0101
Bag, S., Dhamija, P., Singh, R. K., Rahman, M. S., & Sreedharan, V. R. (2023). Big data analytics and artificial intelligence technologies based collaborative platform empowering absorptive capacity in health care supply chain: An empirical study. Journal of Business Research, 154, Article 113315. https://doi.org/10.1016/j.jbusres.2022.113315
Bentler, P. M., & Bonett, D. G. (1980). Significance tests and goodness of fit in the analysis of covariance structures. Psychological Bulletin, 88(3), 588–606. https://doi.org/10.1037/0033-2909.88.3.588
Braithwaite, J., Glasziou, P., & Westbrook, J. (2020). The three numbers you need to know about healthcare: The 60-30-10 Challenge. BMC Medicine, 18, Article 102. 1–8. https://doi.org/10.1186/s12916-020-01563-4
Cartwright, A. J. (2023). The elephant in the room: Cybersecurity in healthcare. Journal of Clinical Monitoring and Computing, 37, 1123–1132. https://doi.org/10.1007/s10877-023-01013-5
Cheung, G. W., Cooper-Thomas, H. D., Lau, R. S., & Wang, L. C. (2024). Reporting reliability, convergent and discriminant validity with structural equation modeling: A review and best-practice recommendations. Asia Pacific Journal of Management, 41, 745–783. https://doi.org/10.1007/s10490-023-09871-y
Dabic, M., Posinkovic, T. O., Vlacic, B., & Goncalves, R. (2023). A configurational approach to new product development performance: The role of open innovation, digital transformation and absorptive capacity. Technological Forecasting & Social Change, 194, Article 122720. https://doi.org/10.1016/j.techfore.2023.122720
Daskalopoulou, A., & Palmer, M. (2021). Persistent institutional breaches: Technology use in healthcare work. Social Science & Medicine, 289, Article 114399. https://doi.org/10.1016/j.socscimed.2021.114399
Dhaheri, M. Al, Ahmad, S. Z., Bakar, A. R. A., & Papastathopoulos, A. (2024). Dynamic capabilities and SMEs competitiveness: The moderating effect of market turbulence. Journal of Asia Business Studies, 18(2), 277–298. https://doi.org/10.1108/JABS-03-2023-0106
Duan, Y., Wang, W., & Zhou, W. (2020). The multiple mediation effect of absorptive capacity on the organizational slack and innovation performance of high-tech manufacturing firms: Evidence from Chinese firms. International Journal of Production Economics, 229, Article 107754. https://doi.org/10.1016/j.ijpe.2020.107754
Eachempati, P., Srivastava, P. R., Kumay, A., de Prat, J. M., & Delen, D. (2022). Can customer sentiment impact firm value? An integrated text mining approach. Technological Forecasting & Social Change, 174, Article 121265. https://doi.org/10.1016/j.techfore.2021.121265
Edeh, E., Lo, W.-J., & Khojasteh, J. (2023). Review of partial least squares structural equation modeling (PLS-SEM) using R: A workbook by Joseph F. Hair Jr., G. Tomas M. Hult, Christian M. Ringle, Marko Sarstedt, Nicholas P. Danks, Soumya Ray. Cham, Switzerland: Springer, (2021). 197 pp. $0, Open Access; $59.99, Hardcover Book. Structural Equation Modeling: A Multidisciplinary Journal, 30(1), 165–167. https://doi.org/10.1080/10705511.2022.2108813
Ferreira, N. C. M. Q. F., & Ferreira, J. J. M. (2023). The field of resource-based view research: Mapping past, present and future trends. Management Decision, 63(4), 1124–1153. https://doi.org/10.1108/MD-10-2023-1908
Finch, W. H. (2020). Using fit statistic differences to determine the optimal number of factors to retain in an exploratory factor analysis. Educational and Psychological Measurement, 80(2), 217–241. https://doi.org/10.1177/0013164419865769
Ghasemzadeh, K., Escobar, O., Yordanova, Z., & Villasalero, M. (2022). User innovation rings the bell for new horizons in e-health: a bibliometric analysis. European Journal of Innovation Management, 25(6), 656–686. https://doi.org/10.1108/EJIM-04-2021-0181
Ghasemzadeh, P., Nazari, J., Farzaneh, M., & Mehralian, G. (2019). Moderating role of innovation culture in the relationship between organizational learning and innovation performance. The Learning Organization, 26(3), 289–303. https://doi.org/10.1108/TLO-08-2018-0139
Golovokva, A., Eklof, J., Malova, A., & Podkorytova, O. (2019). Customer satisfaction index and financial performance: A European cross country study. International Journal of Bank Marketing, 37(2), 479–491. https://doi.org/10.1108/IJBM-10-2017-0210
Grigoroudis, E., Orfanoudaki, E., & Zopounidis, C. (2012). Strategic performance measurement in a healthcare organisation: A multiple criteria approach based on balanced scorecard. Omega, 40(1), 104–119. https://doi.org/10.1016/j.omega.2011.04.001
Hagen, D. H. (2023). The effect of digitalization on the daily use of and work with records in the Norwegian public sector. Records Management Journal, 33(2/3), 105–119. https://doi.org/10.1108/RMJ-10-2022-0030
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., & Thiele, K. O. (2017). Mirror, mirror on the wall: A comparative evaluation of composite-based structural equation modeling methods. Journal of the Academy of Marketing Science, 45(5), 616–632. https://doi.org/10.1007/s11747-017-0517-x
Hairuzzaman, H. (2019). Impact of service quality and customer satisfaction on financial performance with customer satisfaction as moderation in BPD Kaltim Kaltara. European Journal of Business and Management, 11(21).
Halim, H. A., Ahmad, N. H., & Ramayah, T. (2019). Sustaining the innovation culture in SMEs: The importance of organisational culture, organisational learning and market orientation. Asian Journal of Business Research, 9(2), 14–33. https://doi.org/10.14707/ajbr.190059
Haraldsdottir, R. K., Foscarini, F., Jeurgens, C., Henttonen, P., Oliver, G., Wendelken, S., & Frings-Hessami, V. (2023). Working from home: The experience of records management professionals during the COVID-19 pandemic. Records Management Journal, 33(1), 64–87. https://doi.org/10.1108/RMJ-04-2023-0025
Hermawan, J., Wijaya, L. I., & Rianawati, A. (2025a). Enhancing e-commerce complaint management with digitalization for sustainable economic growth and SDGs 8 alignment: A case study from Indonesia. Journal of Information Technology Teaching Cases. https://doi.org/10.1177/20438869251335684
Hermawan, J., Wijaya, L. I., & Rianawati, A. (2025b). Environmental, social and governance trends in Asian firms: A systematic review and bibliometric analysis using the antecedents-decisions-outcomes–theories-context-methods framework. Cogent Business & Management, 12(1). https://doi.org/10.1080/23311975.2025.2525531
Hermes, S., Riasanow, T., Clemons, E. K., Böhm, M., & Krcmar, H. (2020). The digital transformation of the healthcare industry: exploring the rise of emerging platform ecosystems and their influence on the role of patients. Business Research, 13, 1033–1069. https://doi.org/10.1007/s40685-020-00125-x
Human, G. (2021). Linking absorptive capacity, knowledge transfer and transactive memory. Journal of Business & Industrial Marketing, 36(10), 1740–1754. https://doi.org/10.1108/JBIM-01-2020-0060
Iyanna, S., Kaur, P., Ractham, P., Talwar, S., & Islam, A. K. M. N. (2022). Digital transformation of healthcare sector. What is impeding adoption and continued usage of technology-driven innovations by end-users? Journal of Business Research, 153, 150–161. https://doi.org/10.1016/j.jbusres.2022.08.007
Iyengar, K., Sweeney, J. R., & Montealegre, R. (2015). Information technology use as a learning mechanism: The impact of IT use on knowledge transfer effectiveness, absorptive capacity, and franchisee performance. MIS Quarterly, 39(3), 615–642. https://doi.org/10.25300/MISQ/2015/39.3.05
Kim, T. K., & Park, J. H. (2019). More about the basic assumptions of t-test: Normality and sample size. Korean Journal of Anesthesiology, 72(4), 331–335. https://doi.org/10.4097/kja.d.18.00292
Kock, N. (2015). Common method bias in PLS-SEM: A full collinearity assessment approach. International Journal of E-Collaboration, 11(4), 1–10. https://doi.org/10.4018/ijec.2015100101
Kostopoulos, K., Papalexandris, A., Papachroni, M., & Ionnaou, G. (2011). Absorptive capacity, innovation, and financial performance. Journal of Business Research, 64(12), 1335–1343. https://doi.org/10.1016/j.jbusres.2010.12.005
Lakshman, C., Rai, S., & Lakshman, S. (2022). Knowledge sharing, organizational commitment and turnover intention among knowledge workers: a knowledge-based perspective. Journal of Asia Business Studies, 16(5), 766–785. https://doi.org/10.1108/JABS-07-2020-0277
Li, C., Wang, J., Wang, S., & Zhang, Y. (2024). A review of IoT applications in healthcare. Neurocomputing, 565, Article 127017. https://doi.org/10.1016/j.neucom.2023.127017
Mahmood, T., & Mubarik, M. S. (2020). Balancing innovation and exploitation in the fourth industrial revolution: Role of intellectual capital and technology absorptive capacity. Technological Forecasting & Social Change, 160, Article 120248. https://doi.org/10.1016/j.techfore.2020.120248
Malehmirchegini, L., & Farzaneh, H. (2023). Incentive-based demand response modeling in a day-ahead wholesale electricity market in Japan, considering the impact of customer satisfaction on social welfare and profitability. Sustainable Energy, Grids and Networks, 34, Article 101044. https://doi.org/10.1016/j.segan.2023.101044
Manfreda, A., Kovacic, A., Štemberger, M. I., & Trkman, P. (2014). Absorptive capacity as a precondition for business process improvement. Journal of Computer Information Systems, 54(2), 35–43. https://doi.org/10.1080/08874417.2014.11645684
Martínez-Peláez, R., Ochoa-Brust, A., Rivera, S., Félix, V. G., Ostos, R., Brito, H., Félix, R. A., & Mena, L. J. (2023). Role of digital transformation for achieving sustainability: Mediated role of stakeholders, key capabilities, and technology. Sustainability, 15(14), Article 11221. https://doi.org/10.3390/su151411221
Ministry of Health of the Republic of Indonesia. (2021). Blueprint for digital health transformation strategy 2024. https://extranet.who.int/countryplanningcycles/sites/default/files/public_file_rep/IDN_Indonesia_Digital-Health-Transformation-Strategy_2024.pdf
Ministry of Health of the Republic of Indonesia. (2024, October 3). Kemenkes Sampaikan Hasil Indeks Kematangan Digital Rumah Sakit di Indonesia Tahun 2022 [The Ministry of Health Announces the results of the 2022 Indonesian Hospital Digital Maturity Index]. Medium.
Mittal, V., Han, K., Frennea, C., Blut, M., Shaik, M., Bosukonda, N., & Sridhar, S. (2023). Customer satisfaction, loyalty behaviors, and firm financial performance: What 40 years of research tell us. Marketing Letters, 34(1), 171–187. https://doi.org/10.1007/s11002-023-09671-w
Naqshbandi, M. M., & Jasimuddin, S. M. (2022). The linkage between open innovation, absorptive capacity and managerial ties: A cross-country perspective. Journal of Innovation & Knowledge, 7(2), Article 100167. https://doi.org/10.1016/j.jik.2022.100167
Neirotti, P., Pesce, D., & Battaglia, D. (2021). Algorithms for operational decision-making: An absorptive capacity perspective on the process of converting data into relevant knowledge. Technological Forecasting and Social Change, 173, Article 121088. https://doi.org/10.1016/j.techfore.2021.121088
Oladejo, B., & Hadžidedi, S. (2021). Electronic records management – a state of the art review. Records Management Journal, 31(1), 74–88. https://doi.org/10.1108/RMJ-09-2019-0059
Ozdemir, S., Cakir, F. S., & Adiguzel, Z. (2022). Examination of customer relations management in banks in terms of strategic, technological and innovation capability. Journal of Contemporary Marketing Science, 5(2), 176–195. https://doi.org/10.1108/JCMARS-12-2021-0044
Prakash, G., & Srivastava, S. (2019). Role of internal service quality in enhancing patient centricity and internal customer satisfaction. International Journal of Pharmaceutical and Healthcare Marketing, 13(1), 2–20. https://doi.org/10.1108/IJPHM-02-2018-0004
Ramadan, M., Bou Zakhem, N., Baydoun, H., Daouk, A., Youssef, S., El Fawal, A., Elia, J., & Ashaal, A. (2023). Toward digital transformation and business model innovation: The Nexus between leadership, organizational agility, and knowledge transfer. Administrative Sciences, 13(8), Article 185. https://doi.org/10.3390/admsci13080185
Rhodes, J., Lok, P., Hung, R. Y.-Y., & Gang, S.-C. (2008). An integrative model of organizational learning and social capital on effective knowledge transfer and perceived organizational performance. Journal of Workplace Learning, 20(4), 245–258. https://doi.org/10.1108/13665620810871105
Rosen, M. A., DiazGranados, D., Dietz, A. S., Benishek, L. E., Thompson, D., Pronovost, P. J., & Weaver, S. J. (2018). Teamwork in healthcare: Key discoveries enabling safer, high-quality care. American Psychologist, 73(4), 433–450. https://doi.org/10.1037/amp0000298
Rubbio, I., & Bruccoleri, M. (2023). Unfolding the relationship between digital health and patient safety: The roles of absorptive capacity and healthcare resilience. Technological Forecasting and Social Change, 195, Article 122784. https://doi.org/10.1016/j.techfore.2023.122784
Ruel, H., Rowlands, H., & Njoku, E. (2021). Digital business strategizing: The role of leadership and organizational learning. Competitiveness Review: An International Business Journal, 31(1), 145–161. https://doi.org/10.1108/CR-11-2019-0109
Sakellarios, N., Alonso, A. D., Kok, S. K., O’Brien, S., Fillis, I., & Vu, O. T. K. (2022). The long road to adaptation: Micro and small hospitality firms after the GFC. International Journal of Hospitality Management, 103, Article 103203. https://doi.org/10.1016/j.ijhm.2022.103203
Salmanizadeh, F., Ameri, A., Ahmadian, L., Mirmohammadi, M., & Khajouei, R. (2022). Determining the requirements of a medical records electronic deficiency management system: A mixed-method study. Records Management Journal, 32(3), 288–320. https://doi.org/10.1108/RMJ-02-2022-0004
Sancho-Zamora, R., Gutiérrez-Broncano, S., Hernández-Perlines, F., & Peña-García, I. (2021). A multidimensional study of absorptive capacity and innovation capacity and their impact on business performance. Frontiers in Psychology, 12. https://doi.org/10.3389/fpsyg.2021.751997
Saura, J. R., Skare, M., & Navarette, S. R. (2022). How does technology enable competitive advantage? Reviewing state of the art and outlining future directions. Journal of Competitiveness, 14(4), 172–188. https://doi.org/10.7441/joc.2022.04.10
Scuotto, V., Magni, D., Palladino, R., & Nicotra, M. (2022). Triggering disruptive technology absorptive capacity by CIOs. Explorative research on a micro-foundation lens. Technological Forecasting & Social Change, 174, Article 121234. https://doi.org/10.1016/j.techfore.2021.121234
Selna, A., Othman, Z., & Tham, J., & Yoosuf, A. K. (2022). Challenges to using electronic health records to enhance patient safety, in a Small Island Developing State (SIDS) context. Records Management Journal, 32(3), 249–259. https://doi.org/10.1108/RMJ-03-2022-0008
Sharma, S., & Lenka, U. (2019). How organizations learn: Models uncovering the black box. Development and Learning in Organization, 33(1), 20–23. https://doi.org/10.1108/DLO-01-2018-0008
Simwaka, K., & Malanga, D. F. (2023). A hermeneutic review of records management practices in Malawi: A developing country context. Records Management Journal, 33(2/3), 120–135. https://doi.org/10.1108/RMJ-02-2023-0010
Singh, A. K., Jain, N. K., Sharma, M. G., & Nigam, S. (2023). Reconceptualization of absorptive capacity as potential and realized absorptive capacity for project-based organizations. International Journal of Project Management, 41(2), Article 102449. https://doi.org/10.1016/j.ijproman.2023.102449
Singh, D. (2024). Measuring organization level innovation using resource based view of the firm. Organizational Development Journal, 12(2).
Suchanek, P., & Kralova, M. (2023). Relationship between customer expectations and financial performance of food industry businesses in a customer satisfaction model. Economic and Business Review, 25(2), 103–117. https://doi.org/10.15458/2335-4216.1320
Suharyanti, Y., & Dewa, D. M. R. T. (2019). Does customer satisfaction really lead company to financial success? A review and meta-analysis. International Journal of Industrial Engineering and Engineering Management, 1(1), 37–48. https://doi.org/10.24002/ijieem.v1i1.2295
Tahir, M. S., Richards, D. W., & Ahmed, A. D. (2023). The role of financial risk-taking attitude in personal finances and consumer satisfaction: Evidence from Australia. International Journal of Bank Marketing, 41(4), 787–809. https://doi.org/10.1108/IJBM-09-2022-0431
Trieu, H. D. X., Nguyen, P. Van, Nguyen, T. T. M., Vu, H. T. M., & Tran, K. T. (2023). Information technology ambidexterity, digital dynamic capability, and knowledge processes as enablers of patient agility: Empirical study. Asia Pacific Management Review, 28(4), 544–555. https://doi.org/10.1016/j.apmrv.2023.03.004
Tuan, M. N. D., Thanh, N. N., & Tuan, L. Le. (2019). Applying a mindfulness-based reliability strategy to the Internet of Things in healthcare – A business model in the Vietnamese market. Technological Forecasting & Social Change, 140, 54–68. https://doi.org/10.1016/j.techfore.2018.10.024
Verhoef, P. C., Broekhuizen, T., Bart, Y., Bhattacharya, A., Dong, J. Q., Fabian, N., & Haenlein, M. (2021). Digital transformation: A multidisciplinary reflection and research agenda. Journal of Business Research, 122, 889–901. https://doi.org/10.1016/j.jbusres.2019.09.022
Yang, Q., Du, Y., & Shi, L. (2021). Exploring the mechanisms for records management’s digital transformation: A case study from China. Records Management Journal, 31(1), 34–47. https://doi.org/10.1108/RMJ-10-2019-0064
Zhu, X., Yang, N., Zhang, M., & Wang, Y. (2024). Firm innovation: Technological boundary-spanning search and knowledge base and distance. Management Decision, 62(1), 326–351. https://doi.org/10.1108/MD-02-2023-0238
View article in other formats
CrossMark check
Published
Issue
Section
Copyright
Copyright (c) 2025 The Author(s). Published by Vilnius Gediminas Technical University.
License
This work is licensed under a Creative Commons Attribution 4.0 International License.