FOURTH INDUSTRIAL REVOLUTION AND SERVICE DELIVERY: A STUDY OF CHUKWUEMEKA ODUMEGWU OJUKWU UNIVERSITY TEACHING HOSPITAL AMAKU, AWKA (2016-2023)

Abstract

In this era of service delivery innovation, Fourth Industrial Revolution (4IR), is a major driver of development. Service delivery innovation is one major means of gaining competitive advantage in any service industry. The First Industrial Revolution used water and steam power to mechanize production. The Second used electric power to create mass production. The Third used electronics and information technology to automate production. Now a Fourth Industrial Revolution is building on the Third, the digital revolution ensures speed and efficiency that fundamentally alters the way we live, work, and relate to one another in all areas of human endeavours. Within the framework of cybernetics theory, this study examines the effect of 4IR revolution on service delivery in Chukwuemeka Odumegwu Ojukwu Teaching Hospital (COOUTH), Amaku Awka. The study was guided by three research questions and hypotheses. This study adopted the survey design. It relied on primary and secondary data, and systematic sampling technique was used to select the sample population. The data collected were presented in frequency table and simple percentage.. Findings of the study show that there is a minor but significant positive relationship between mobile phone usage and employee commitment in COOUTH Amaku Awka. E-payment services have a significant positive effect on ability to meet deadlines in COOUTH, Amaku, Awka and that there is significant positive relationship between Internet of things service quality in COOUTH Amaku Awka. Given the pivotal role, that 4IR plays in this 21st century in enhancing service, COOUTH Amaku Awka. Should continue to invest in mobile communication infrastructure to delivery further improve internal communication and operational efficiency, it should expand its e-payment options and ensure they are accessible and user-friendly in order to meet up with deadlines. Also, COOUTH Amaku Awka. Should increase its investment in Internet of things technologies to further enhance service delivery.