Leveraging It Use In Healthcare Records Management: Impact On Customer Satisfaction And Financial Performance Through Knowledge Transfer And Absorptive Capacity

Hermawan, Jessica and Rianawati, Andri and Prakoeswa, Cita Rosita Sigit and Wijaya, Liliana Inggrit (2025) Leveraging It Use In Healthcare Records Management: Impact On Customer Satisfaction And Financial Performance Through Knowledge Transfer And Absorptive Capacity. Business: Theory and Practice, 26 (2). pp. 323-334. ISSN 648-0627; eISSN 1822-420

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Abstract

This research looks at how IT use in managing healthcare records benefits organizational per- formance. 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 effective- ness, 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 organiza- tional 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 perfor- mance 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.

Item Type:	Article
Uncontrolled Keywords:	records management, IT use, organizational learning, knowledge transfer effectiveness, absorptive capacity, healthcare
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Business and Economic > Department of Management
Depositing User:	Ester Sri W. 196039
Date Deposited:	08 Oct 2025 04:09
Last Modified:	08 Oct 2025 04:09
URI:	http://repository.ubaya.ac.id/id/eprint/49697

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