Leveraging IT use in healthcare records management: impact on customer satisfaction and financial performance through knowledge transfer and absorptive capacity

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.