SERVICE DIGITALIZATION AND WORKERS EFFICIENCY IN NAVY REFERRAL HOSPITAL, CALABAR C.R.S NIGERIA

ABSTRACTThe study examined the impact of service digitalization on employee’s efficiency in Navy Referral Hospital Calabar, Cross River State, Nigeria. Two specific objectives were examined in the study. An Ex post facto research design was adopted; a close ended questionnaire was used, and a sample of 150 respondents was drawn from the population. The questionnaire has section; A and B, section A deal with information on personal data, while section B examined the main variables of the study, which contained a total of 10 items? The data collected was tested using simple percentage and Chi Square statistical techniques was employed to analyze the data at 0.05 level of significance with degree of freedom=2. The findings showed that: the introduction of electronic result administration tends to significantly improve employee’s efficiency in patients result collation and that the introduction of e-transact in medical bills payment tends to have significantly improved employee’s service delivery and reduced human errors. Based on the findings, the following recommendations were made there should be regular training especially in information communication (ICT) to improve staff technical potentials, and more technical equipment should be provided to make the work easy in order to reduce human errors and unnecessary bureaucratic delays; there should be regular replacement of faulty machines to avoid machine errors; and the management should ensure that physical cash are not collected from patients for proper accountability and effective records management. Conclusively, the integration of digital tools in Navy hospital, Calabar has improved service delivery though still challenged with effective training and infrastructure needs. Keywords: Digitalization, Employee, Efficiency, Service