Influence of Information and Communication Technology Services on Service Delivery in Public Hospitals: A Case Study of Kaloleni Health Centre, Arusha, Tanzania

2025-11-26T15:05:57+00:00

This study investigates the impact of Information and Communication Technology (ICT) implementation on service delivery in health institutions, focusing on public hospitals in developing countries, illustrated by a case study of Kaloleni Health Centre (KHC) in Arusha, Tanzania. Based on Kurt Lewin’s Change Theory, the research examines how ICT systems, such as eHealth, mHealth, electronic health records (EHRs), and telemedicine, improve efficiency, accessibility, and the quality of care, despite challenges such as resource limitations and digital literacy gaps. Using a mixed-methods approach, data from 150 respondents (out of 240 employees) were analysed with SPSS v22 for quantitative (correlational and binary logistic regression) and with thematic analysis for qualitative insights. Results show a strong positive link between ICT implementation and service delivery (r = 0.82, p < 0.001; Nagelkerke R² = 0.903), with 85% of respondents reporting reduced delays (30%) and increased satisfaction (25%). The study concludes that ICT-driven changes require comprehensive capacity-building and adaptive leadership. Recommendations include enhancing infrastructure, fostering transformational leadership, and institutionalising training to develop sustainable digital health systems in Sub-Saharan Africa.

Human Resource and Leadership

Influence of Information and Communication Technology Services on Service Delivery in Public Hospitals: A Case Study of Kaloleni Health Centre, Arusha, Tanzania