UTILIZATION OF ELECTRONIC BILLING AND SERVICE DELIVERY IN SELECTED PUBLIC HOSPITALS IN KENYA

Objective: The study sought to evaluate how electronic billing system utilization influences service delivery in Kenyan public hospitals. Theoretical Framework: The study applied the Technology Acceptance Model (TAM) to understand how perceived ease of use and perceived usefulness influence the adoption of electronic billing systems in Kenyan public hospitals. TAM was used to assess how utilization of electronic billing systems improve service delivery through enhanced efficiency, transparency, and reduced billing errors. Method: A pragmatic research paradigm was employed coupled with correlational and descriptive research design. Both primary and secondary data was used. Primary data was collected by use of semi-structured questionnaires. Thematic analysis was used to assess qualitative data. Quantitative data was analysed using descriptive such as mean, percentages, standard deviation and frequencies. Inferential statistics included correlation analysis and regression analysis. Results and Discussion: The correlation results showed that the use of electronic billing and service delivery in public hospitals are positively correlated (r=0.717, p-value=0.000). Regression results revealed that the utilization of electronic billing (billing accuracy and inclusion of all services and medical supplies used) had a positive influence on public hospitals’ service delivery (β1=0.786, p-value=0.000). From the findings, the research recommends that public hospitals should adopt electronic billing fully to cover development of the bill, invoicing, payment and receipting so as to reduce costs of service delivery and makes it easy to issue drugs. Research Implications: The findings contribute to practice by offering valuable insights for healthcare administrators and policymakers in Kenya. Full adoption of electronic billing systems can enhance service efficiency, reduce financial errors, and improve resource management, ultimately leading to better patient outcomes and streamlined hospital operations. Originality/Value: This study enriches existing literature by providing empirical evidence on the positive impact of electronic billing utilization on service delivery in Kenyan public hospitals. It offers a foundation for future research on digital health interventions and supports policy formulation aimed at enhancing efficiency, transparency, and accountability in healthcare service provision.