التفاصيل البيبلوغرافية
| العنوان: |
IMPROVING SERVICE DELIVERY THROUGH ELECTRONIC COMMUNICATION IN PUBLIC HOSPITALS IN KENYA. |
| المؤلفون: |
Munyaka, Lawrence Nduva1 lawrencenduvamunyaka@gmail.com, Kyalo, Dorothy Ndunge2, Nyonje, Raphael2, Mulwa, Angeline3 |
| المصدر: |
African Journal of Business & Management (AJBUMA). Oct2024, Vol. 9 Issue 1, p33-50. 18p. |
| مصطلحات موضوعية: |
*POCKET computers, *LOCAL area networks, ELECTRONIC records management, SOCIAL media, PUBLIC hospitals |
| مستخلص: |
Quality healthcare service delivery has a significant influence on customer satisfaction, the burden of meeting health service costs, and the recovery of patients. Therefore, health facilities should make use of electronic health management systems to improve the quality of their service delivery in administration and patient care. The purpose of carrying out this study was to establish how Service Delivery can be improved through Electronic Communication in Public Hospitals in Kenya. A pragmatic research paradigm was employed coupled with Descriptive and correlational research design. The target population was all the 1207 professional staff working in Moi Teaching and Referral Hospital Eldoret and Kenyatta National Hospital Nairobi as well as 1841 outpatients treated in both hospitals between January and May 2020. To select the 341 respondents of the research, a stratified random sampling technique was used. The researcher used secondary and primary data. Semistructured questionnaires were distributed to the respondents to allow for the collection of primary data. Qualitative data was analyzed with the help of thematic analysis. Inferential and descriptive statistics were used in the analysis of quantitative data. Descriptive statistics that were used include mean, percentages, frequencies, and standard deviation. Inferential statistics that were used are multiple regression analysis, correlation analysis, and univariate regression analysis. From the findings, the utilization of electronic communication had a positive influence on service delivery in public hospitals in Kenya as indicated by the regression coefficient of 0.715 (p-value=0.000). This implies that a unit improvement in the utilization of electronic records management would lead to a 0.715 improvement in service delivery in public hospitals in Kenya. Since the p-value (0.000) is less than the significance level (0.05), the null hypothesis was rejected and hence utilization of electronic records management has a significant influence on service delivery in public hospitals in Kenya. It can be recommended that health facilities in Kenya should improve the utilization of personal digital assistants, social media platforms, and local area networks to improve service delivery through reduced queuing and turnaround time. [ABSTRACT FROM AUTHOR] |
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