Effect of Information Communication Technology Innovation Policy, Training and Skills on Efficiency of Service Delivery in Private Laboratories in Kenya

Abstract

Information communication technology (ICT) has become a key element in economic development and a backbone of knowledge-based economies in terms of operations efficiency, efficient delivery of services and quality of services in this competitive private sector business environment. There is growing evidence that knowledge-driven process management is an influential factor in the competitiveness of private Laboratories, organizations and firms. Unlike many similar private laboratory enterprises, Pathologist Lancet Kenya has benefited substantially from e-resulting leading to better service delivery to customers thus strengthening business competitiveness. The general objective of the study was to find out the effect of information communication technology innovation policies, employee training and skills management on efficiency of service delivery among private laboratories in Kenya. This study used a descriptive research design. The target population was entire 52 employees of Pathologists Lancet Kenya Limited and Purposive sampling technique was used on the study. Quantitative data was collection through questionnaires. The data was analyzed using descriptive statistical methods. The findings pointed out that ICT; innovative policy, training and employee skills significantly affect efficiency of service delivery in Private laboratory enterprises in Kenya.