Technological Transformation and Service Quality in Public Hospitals: The Mediating Role of Employee Digital Competence
DOI:
https://doi.org/10.59992/IJFAES.2025.v4n12p13Keywords:
Technological Transformation, Employee Digital Competence, Service Quality, Public Hospitals, Digital Health, Healthcare ManagementAbstract
Technological transformation has become a critical driver of performance improvement in healthcare organizations, particularly in public hospitals facing increasing service demands and operational challenges. Despite substantial investments in digital technologies, improvements in service quality are not always achieved, highlighting the importance of human factors in the digital transformation process. This study examines the impact of technological transformation on service quality in public hospitals, with a particular focus on the mediating role of employee digital competence.
A quantitative research design was employed, and data were collected through a structured questionnaire distributed to employees working in public hospitals. A total of 165 valid responses were analyzed using SPSS and AMOS. Descriptive statistics, reliability analysis, correlation analysis, regression analysis, and exploratory factor analysis were conducted to test the proposed research hypotheses and validate the measurement model.
The findings reveal that technological transformation has a significant positive effect on service quality and employee digital competence. In addition, employee digital competence was found to have a strong positive effect on service quality and to partially mediate the relationship between technological transformation and service quality. These results highlight the crucial role of digitally competent employees in maximizing the benefits of technological transformation in public hospitals.
References
1. Agarwal, R., Gao, G., DesRoches, C., & Jha, A. K. (2010). Research commentary—The digital transformation of healthcare: Current status and the road ahead. Information Systems Research, 21(4), 796–809. https://doi.org/10.1287/isre.1100.0327
2. Al-Hanawi, M. K., Khan, S. A., & Al-Borie, H. M. (2020). Healthcare human resource development in Saudi Arabia: Emerging challenges and opportunities. Journal of Healthcare Leadership, 12, 1–14. https://doi.org/10.2147/JHL.S240941
3. Alrubaiee, L., & Alkaa’ida, F. (2011). The mediating effect of patient satisfaction in the patients’ perceptions of healthcare quality–patient trust relationship. International Journal of Marketing Studies, 3(1), 103–127. https://doi.org/10.5539/ijms.v3n1p103
4. Barney, J. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99–120. https://doi.org/10.1177/014920639101700108
5. Becker, G. S. (1964). Human capital: A theoretical and empirical analysis, with special reference to education. University of Chicago Press.
6. Bond, C. S., Ahmed, O. H., Hind, M., Thomas, B., & Hewitt-Taylor, J. (2020). The impact of digital transformation on healthcare professionals’ working practices: A qualitative study. BMC Health Services Research, 20(1), 1–11. https://doi.org/10.1186/s12913-020-05557-5
7. Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
8. Kruse, C. S., Stein, A., Thomas, H., & Kaur, H. (2018). The use of electronic health records to support population health: A systematic review of the literature. Journal of Medical Systems, 42(11), 1–16. https://doi.org/10.1007/s10916-018-1075-6
9. Mosadeghrad, A. M. (2014). Factors influencing healthcare service quality. International Journal of Health Policy and Management, 3(2), 77–89. https://doi.org/10.15171/ijhpm.2014.65
10. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
11. Raza, S. A., Qazi, W., Khan, K. A., & Salam, J. (2021). Social isolation and acceptance of the learning management system (LMS) in the time of COVID-19: An expansion of the UTAUT model. Journal of Educational Computing Research, 59(2), 183–208. https://doi.org/10.1177/0735633120960421
12. van Laar, E., van Deursen, A. J. A. M., van Dijk, J. A. G. M., & de Haan, J. (2019). Determinants of 21st-century digital skills: A large-scale survey among working professionals. Computers in Human Behavior, 100, 93–104. https://doi.org/10.1016/j.chb.2019.06.017
13. Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157–178.
