Influence of Technological Factors on Performance of Electronic Queue Management Systems Among Outpatients in Radiant Group of Hospitals, Nairobi City County, Kenya
DOI:
https://doi.org/10.53819/81018102t5376Abstract
Long waiting times and congested queues in healthcare facilities worldwide have led to the adoption of Electronic Queue Management Systems (EQMS) to streamline service delivery, but their effectiveness depends critically on the performance of underlying technological components. Thus, this study sought to examine the influence of perceived technological factors on the performance of EQMS among outpatients at the Radiant Group of Hospitals in Nairobi City County. The study employed a cross-sectional design anchored on the Technology Acceptance Model (TAM) and Queue Management Theory (QMT), targeting patients in the outpatient department. A stratified proportionate sampling approach was used to select 335 respondents from a population of 1,460 patients, while key informants were identified purposively. Data were collected through structured questionnaires and key informant interviews and analyzed using both quantitative and qualitative methods, with findings presented in tables, charts, and narratives. The results revealed that technological factors significantly influenced EQMS performance. Key positive determinants included system capacity (OR=1.589, p=0.002), adherence to queue discipline (OR=0.923, p=0.043), and reduced waiting time delays (OR=1.129, p=0.021). Conversely, technical challenges such as system malfunctions (OR=1.509, p=0.052) and unreliable internet connectivity (OR=0.826, p=0.001) emerged as notable barriers to effective system use. The study concludes that the success of EQMS is highly dependent on its technological robustness, reliability, and user-friendliness. The study recommends the integration of a mobile application for real-time queue updates, the introduction of multilingual interfaces to improve accessibility for diverse patient demographics and the incorporation of voice-guided instructions and braille signage to support patients with special needs.
Keywords: Electronic Queue Management System, Technological Factors, System Usability, Healthcare Technology, Patient experience, Service Automation
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