Fri. Jun 2nd, 2023


This study sought to find out the influence of Information and Communication Technology (ICT) service delivery on Customer satisfaction at the University of Dodoma Hospital. A descriptive survey design was used. Data were collected through the use of a semi-structured questionnaire administered to 383 respondents where a simple random sampling technique was used to obtain the sample from the Population. Data were analyzed using descriptive statistics. From the findings, some of the respondents overwhelmingly agreed to the fact that, ICT services delivery such as ICT Medical records, ICT Bill payment, and ICT registration tracking influence Customer satisfaction by tracking and analyzing Customer feedback, controlling the financial resources of the Customers, Preventing Medical errors and Saving Customer time/improvement in patientsÂ’ waiting time and information accessibility. Also, Inadequate of ICT infrastructure, Poor ICT network concerns coupled with that insufficient knowledge of the use of ICT could impede the impact of ICT quality services delivery. These were deduced from the done findings, that ICT improves collaboration and clinical decision support in facilitating clinical workflow integration among nurses and other medical professionals and finally results in Customer satisfaction. Moreover, the findings above affirm the fact that without electricity, ICT infrastructure, insufficient skills, and technical knowledge in dealing with ICT services delivery, it is impossible to successfully archive Customer Satisfaction in the health sector. The above findings show that the majority of healthcare professionals generally had a positive attitude towards ICT service delivery prospects. Therefore, this study recommended that the Ministry of Health should play a supporting role in Hospitals by investing in ICT services delivery in order to Satisfy Customers in Hospitals.


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