{"id":3194,"date":"2025-06-20T10:53:32","date_gmt":"2025-06-20T10:53:32","guid":{"rendered":"https:\/\/ujm.com.ng\/?p=3194"},"modified":"2025-06-20T10:53:32","modified_gmt":"2025-06-20T10:53:32","slug":"service-automation-and-healthcare-service-delivery-among-public-tertiary-health-care-institutions-in-lagos-state-nigeria","status":"publish","type":"post","link":"https:\/\/ujm.com.ng\/index.php\/2025\/06\/20\/service-automation-and-healthcare-service-delivery-among-public-tertiary-health-care-institutions-in-lagos-state-nigeria\/","title":{"rendered":"Service Automation and HealthCare Service Delivery among Public Tertiary Health Care Institutions in Lagos State, Nigeria"},"content":{"rendered":"\n

1<\/sup>Jude Imokhai Akhaba (Ph.D)<\/strong>
2<\/sup>Pearse Olugbenga Ezekiel (Ph.D)<\/strong>
3<\/sup>Professor Omotayo J. Oyeniyi<\/strong>
1,3<\/sup>Department of Marketing,
Lagos State University, Ojo, Lagos State
2<\/sup>Department of Marketing,
Lagos State University of Science and Technology, Ikorodu
For correspondence, email: akhabaju@gmail.com<\/em><\/p>\n\n\n\n

Abstract<\/strong><\/p>\n\n\n\n

The advancement in technology, competition, and the need for organizations to meet varied customers\u2018 wants, so as to provide quality service to customers have increased the need for service organization to adopt the application of service automation to service process. This has proven to be very beneficial to service organizations as they are able to reach out to customers with efficient and quality service. This study dwells on service automation and service delivery in tertiary public hospitals in Lagos State. A total of 110 questionnaires were sent to respondents of the two public tertiary hospitals in Lagos State (LASUTH and LUTH). A crosssectional descriptive survey was adopted for the study. Data collected were analysed using descriptive statistics (Mean, Standard Deviation and a linear regression model using their coefficients value for testing hypotheses. The findings of the study revealed a positive and statistically significant coefficient and probability value obtained at (\u03b2 = 0.125, t = 1.220, p = 0.02), (\u03b2 = 0.067, t = 1.728, p = 0.04) indicated that the Access and application of computer and Internet AC, AIS, has a positive association with service delivery. This implies that the application of AC, AIS to service process can enhance service delivery in the public tertiary hospital in Lagos State. While electronic health record eHR system with values of (\u03b2 = 0.039, t = 0.391, p = 0.06), was not statistically significant. Based on the findings of this study, it recommended that Public tertiary hospitals in Lagos State should ensure they invest adequately in service automation process by applying tools like the computer and Internet, to service process in order to enhance service delivery in hospitals. Also, there should be adequate investment that will make available a functional internet service at all time that can be applied to service process in order to improve work process such as sending of mails and patients record from one location of the hospital to another in order to impact and improve service delivery of the hospital.<\/p>\n\n\n\n

Keywords: <\/strong>Service automation, Computer Application, ICT Facilities, Internet Accessibility and Service Delivery.<\/p>\n\n\n\n

DOWNLOAD FULL TEXT IN PDF<\/a><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

1Jude Imokhai Akhaba (Ph.D)2Pearse Olugbenga Ezekiel (Ph.D)3Professor Omotayo J. Oyeniyi1,3Department of Marketing, Lagos State University, […]<\/p>\n","protected":false},"author":1,"featured_media":3145,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[233,379],"tags":[376,377,378,375],"class_list":["post-3194","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-information-and-communication-technology","category-service-automation","tag-computer-application","tag-ict-facilities","tag-internet-accessibility-and-service-delivery","tag-service-automation"],"aioseo_notices":[],"yoast_head":"\nService Automation and HealthCare Service Delivery among Public Tertiary Health Care Institutions in Lagos State, Nigeria - Uniben Journal of Marketing<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ujm.com.ng\/index.php\/2025\/06\/20\/service-automation-and-healthcare-service-delivery-among-public-tertiary-health-care-institutions-in-lagos-state-nigeria\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Automation and HealthCare Service Delivery among Public Tertiary Health Care Institutions in Lagos State, Nigeria - Uniben Journal of Marketing\" \/>\n<meta property=\"og:description\" content=\"1Jude Imokhai Akhaba (Ph.D)2Pearse Olugbenga Ezekiel (Ph.D)3Professor Omotayo J. 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