This research studies the interaction between eHealth and implementation success. eHealth has become an important subject of discussion and evaluation for healthcare organisations over the last decade or so, and has also been the focus of national healthcare programs and plans. Billions of pounds are being spent on implementations of eHealth. Those implementations endeavour to cut costs, while at the same time, achieving enhanced efficiency and accuracy. Hence, understanding success in eHealth has become an attractive topic for research and a requirement in healthcare practice. This research aims to understand the definitions and factors of success in implementations of eHealth. In doing so, it examined the suitability of the Delone and McLean Information Systems (D&M IS) success model to explain eHealth success. A multistage research design was adopted. The first stage was composed of a thorough Systematic Literature Review that covered the origins and development of eHealth, the different themes in the research around eHealth, the concept of Critical Success Factors in IS, and the available frameworks for IS implementations, in general, and eHealth, in specific. As for the second stage, which constituted the core of this study, it was based on an exploratory, mixed-methods approach to research where a triangulation of research methods, data collection tools, and data sources was employed. As part of this approach, two case studies were conducted. Within the case studies, 20 semi-structured interviews were carried out; the outcomes of the interviews were analysed using framework analysis. In addition, a survey took place, and feedback from the survey respondents was analysed using different quantitative statistical methods. Finally, content analysis was relied on to examine all the relevant existing documentations. This research found that information systems success models, already in existence, can facilitate the understanding of implementation success in eHealth. The D&M IS success model, in particular, was chosen and applied. The results of the qualitative and quantitative research showed that the D&M model is suitable to explain and define success in eHealth. In addition to the constructs that define success in eHealth, such achievement is attributed to a number of factors. This research found that eHealth shares a number of success factors with other IS implementation frameworks. At the same time, eHealth success factors that emerged from the case study, like; clinical engagement, the role of eHealth leadership, and clinical champions are discussed. This research led to the exploration of new factors that require a better understanding, such as; the effects of a national eHealth policy, the role of critical champions, and innovative methods of eHealth training. Links between eHealth success definitions, and success factors were investigated, as part of this study. The results of this research revealed statistically significant links between the achievement of organisational goals and user satisfaction, and ultimately, with implementation success. This work has allowed for the development of a potential eHealth specific version of the D&M model as a provisional model to be confirmed with further research. It identified success factors that affect the implementations of eHealth. Some of the factors are eHealth specific, which can also be developed into a provisional model. In addition, this work has resulted in a number of recommendations for implementers and evaluators of eHealth in practice.

Cette étude fournit un aperçu des tendances qui existent dans la littérature concernant le gouvernement électronique et le potentiel que ces systèmes ont pour les gouvernements, les entreprises, les employés et les citoyens dans la perspective des pays en développement. Pour comprendre la nature multidimensionnelle des systèmes de gouvernement électronique, cette étude présente un cadre de l'adoption par les citoyens de services du gouvernement électronique en intégrant la littérature sur l'acceptation de technologies et sur le succès du système d'information ainsi que les croyances d'attitude et de la société. Le modèle a été testé par une étude empirique au moyen de deux enquêtes, un questionnaire papier et une autre enquête sur internet. La modélisation d’équation structurelle a été utilisée pour tester les hypothèses.Les résultats de la recherche ont montré que par la capacité perçue à utiliser, le bénéfice fonctionnel, la confiance dans l'internet, la confiance dans le gouvernement et la satisfaction des utilisateurs sont de forts prédicteurs de l'intention des citoyens d’adopter des services de gouvernement électroniques. Nous trouvons également que l'effet de la qualité de l'information et la qualité du système sur l'adoption de l’e-gouvernement est totalement médiée par la capacité perçue à utiliser, le bénéfice fonctionnel, la confiance dans l'internet, la confiance dans le gouvernement et la satisfaction des utilisateurs. La capacité perçue à utiliser et la confiance dans le gouvernement s'avèrent être de significatifs médiateurs de la relation entre la qualité de service et l'adoption des services gouvernementaux en ligne. Nous ne trouvons pas d'effet direct significatif de risque perçu de terrorisme sur l'adoption des services gouvernementaux en ligne, cependant, nous trouvons un effet indirect par le bénéfice fonctionnel. Par ailleurs, nous trouvons un effet significatif du sexe, niveau d'éducation et du niveau d'expérience (avec Internet et avec les sites web du gouvernement) sur l'adoption des services gouvernementaux en ligne par les citoyens. On a constaté que l’âge n'avait pas d'effet significatif sur l'adoption des services gouvernementaux en ligne.En outre, la recherche fournit certaines suggestions utiles et implications pour les milieux académiques et les professionnels des services gouvernementaux en ligne. Cela permettra également de réduire les confusions dans l'esprit des citoyens, au sujet de l’adoption de l'e-gouvernement / Globalization has increased the importance of internet as a medium of communication almost in all aspects of our lives. The current exploratory research provides an insight into the trends that exist within literature concerning the area of Electronic Government (e-government) and the potential these have for the governments, businesses, employees and citizens in perspective of the developing countries. Globally the pace of implementing e-government services is rapidly increasing; however, despite high levels of investment, a broad range of applications, and various methods of access citizens have shown relatively low levels of usage of e-government services making it an interesting area of research. To encompass the multi-dimensional nature of e-government systems the current study presents a framework of citizens’ adoption of e-government services by integrating technology acceptance and information systems (IS) success literature along with citizens’ attitudinal and societal beliefs. In the proposed framework, the qualities of e-government websites such as perceived information quality (PIQ), perceived system quality (PSYQ) and perceived service quality (PSQ) along with social influence (SI), perceived risk of terrorism (PRT) are posited to influence citizens’ adoption of e-government services (ADP) directly and indirectly through perceived ability to use (PATU), perceived functional benefit (PFB), trust in the medium (TM), trust in the government (TG) and user satisfaction (SAT). The research uses a citizen-centric approach to determine citizens’ overall acceptability/adoptability of e-government services. Although we may generalize the results to other countries, yet the primary intention of this research is to shed light on how to approach, manage and implement such projects in developing countries. The model has been examined through an empirical study using paper-based along with a web-based survey. Structural equation modeling has been used to test the proposed hypotheses. The results of the research show that perceived ability to use, perceived functional benefit, trust in medium, trust in government and user satisfaction are strong predictors of citizens’ adoption of e-government services. We also find evidence that the effect of perceived information quality and perceived system quality on adoption of e-government services is totally mediated by perceived ability to use, perceived functional benefit, trust in medium, trust in government and user satisfaction. Perceived ability to use and trust in government are found to be significant mediators on the relationship between perceived service quality and adoption of e-government services. We do not find any significant direct effect of perceived risk of terrorism on adoption of e-government services rather we find an indirect effect through perceived functional benefit. We also find that perceived ability to use, trust in medium and trust in government partially mediate the relationship between social influence and adoption of e-government services. Moreover, we find significant effect of gender, education level, experience with internet and with e-government websites on citizens’ adoption of e-government services. Age is found to have no significant effect on citizens’ adoption of e-government services. Further, the research provides some useful suggestions and implications for the academician and practitioners of e-government services assisting them in designing and implementing policies and strategies to increase the adoption of e-government services. This will also help reduce confusions in the minds of citizens, regarding e-government adoption