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Volume 13 Issue 1, January -March 2025 

ISSN: 2836-9416 

Impact Factor: 6.41 

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EFFECTS OF QUALITY MEDICAL LABORATORY SERVICES ON 

WORKERS PRODUCTIVITY IN STATE HOUSE CLINIC ASO 

ROCK, ABUJA 

 
Titus-Okpanachi Akuchinyere Onyinyechukwu and Prof. Ngozi Ejionueme 

Department of Business Administration, Faculty of Management Sciences, Enugu State University 

of Science and Technology 
DOI: https://doi.org/10.5281/zenodo.15296431 

 

Abstract: The study explored the effect of quality medical laboratory services on workers’ 

productivity in the State House Clinic, Abuja. The study defined some research objectives, questions, 

and hypotheses. Data was collected through primary and secondary sources. The study used 

stratified random sampling as the study population was not homogeneous, as it consisted of 29 

Doctors, 17 Nurses, 18 Clinical Officers, 14 Laboratory Scientists/Technicians, and 12 Pharmacists, 

making it the most appropriate sample to come up with the target sample. Data collected were 

analyzed using the normal frequencies, percentage, and chi-square test. Results showed that 

Employees’ capacity influences the provision of quality medical laboratory services in State House 

Clinic, Abuja (X2=60.6>x2 =9.488). The adoption of technology has a significant effect on quality 

medical laboratory service delivery in the State House Clinic Abuja (X2=57.3>x2 =9.488). The study 

concluded that quality medical laboratory services have a great effect on workers’ productivity. The 

study recommended government comprehensively address all the issues of concern in the public 

health sector.  Quality indicators in laboratory medicine that can evaluate and improve the health 

care system should be initiated. 

Keywords: Laboratory, Medical, Productivity, Services, Workers   

 

1.1 Introduction  

The health sector is one of the most dynamic sectors, which has changed dramatically in recent years 

due to changes in patient expectations, quality health services, social models, public policies, and 

technological progress (Sorescu et al., 2008). Success in modern healthcare delivery worldwide 

depends on the accuracy and efficiency of diagnostic services rendered by biomedical scientists. 

Patients’ lives and the treatment they receive depend on biomedical scientists' valuable skills and 

knowledge. They carry out a range of laboratory and scientific laboratory tests that play a pivotal role 

in diagnosing and treating diseases. Their helpful service is the key to the effective functioning of many 

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Volume 13 Issue 1, January -March 2025 

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clinical departments, including the accident and emergency (A&E) departments. They play a key role 

in the diagnosis of diseases such as anemia, diabetes, malignancies, emergency blood transfusion 

services, meningitis, hepatitis, chronic liver disease, chronic kidney disease, hematological 

malignancies, hemoglobinopathies, coagulation disorders, HIV and AIDS (Erhabor and Njemanze, 

2014). 

They also use computer-based laboratory information management systems (LIMS) and other highly 

sophisticated automated equipment employing a wide range of complex modern scientific techniques 

to carry out varied, efficient, and analytical tests on blood, body fluids, and other biological materials, 

including tissue samples in a bid to ensuring an excellent laboratory service delivery.  

Areas of specialties in Biomedical Science include hematology, blood transfusion science, medical 

microbiology, virology, clinical biochemistry, immunology, histology, cytology, andrology, and 

reproductive science (Erhabor and Njemanze, 2014). Therefore, accurate and timely medical laboratory 

testing and diagnosing are essential to a high-quality medical laboratory system. Quality medical 

laboratory services are the epicenter of the healthcare sector (Chawla et al., 2010).  Delivery of quality 

service has a significant relationship with customer satisfaction, retention, loyalty (Boshoff and Gray, 

2004), costs, profitability (Irving and Dickson, 2004), service guarantees, and organization growth 

(Kandampully and Butler, 2001).  

However, the poor state of medical laboratory service in some hospitals in Nigeria has resulted in high 

turnover and weak morale among staff/workers, making it challenging to guarantee 24-hour coverage, 

resulting in problems with patient care, increased cost of operations due to inefficiencies (Owino and 

Korir, 1997) leading some patients to look for an alternative provider and to spread negative word of 

mouth which affects potential patients hence growth of the hospital (Tam, 2005). Increasing 

productivity is one of the fundamental challenges of life sciences research. The work is complex, 

lengthy, and costly, and the failure rate is high. However, successful research can lead to disease-

beating medicines and significant financial rewards for the research organizations involved.  In the past, 

companies have tried to improve productivity through extensive, top-down initiatives, such as 

reorganizing research or investing heavily in new technology platforms (Beards et al., 2009). No known 

study has investigated the factors affecting quality laboratory services in the health sector. Therefore, 

this study explores the factors affecting the quality of medical laboratory services and their effect on 

workers’ productivity in Nigeria. 

1.2 Statement of Problem 

Laboratory services are the cornerstone of health care programs, as laboratory test results directly 

influence 70% of clinical decision-making. Quality medical laboratory services are recognized globally; 

quality and reliability are essential for appropriate case management.  

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Poor quality of laboratory services and unreliable test results can lead to inappropriate actions or 

inaction, such as over- or under-treatment, when healthcare providers act upon inaccurate laboratory 

results. In an era of potential and infectious disease epidemics or pandemics, laboratory facilities of 

poor quality or limited capacity may lead to a severe under-detection of disease cases, allowing 

epidemics to gain a critical mass and spread. 

Poor performance and productivity result from too few staff or staff not providing care according to 

standards and not being responsive to the needs of the community and patients. Most performance 

problems can be attributed to unclear expectations, skills deficits, resource or equipment shortages, or 

a lack of motivation (Hughes et al., 2002). These causes are rooted in a failing health system, low 

salaries, difficult working and living conditions, and inappropriate training.  This situation is further 

worsened by the patient's or customer's perception of functional issues which they perceive and interact 

with during seeking treatment, such as physical facilities, internal process, interactions with doctors, 

nurses, and other support staff as poor and unresponsive (Boshoff and Gray, 2004; Algilanan and  

Connor, 2003). 

1.3 Objectives of the Study 

The main objective of this study is to determine the effect of quality medical laboratory services on 

workers’ productivity at State House Clinic, Abuja. The specific objectives of this study are as follows:- 

i. To determine the influence of employees’ capacity on providing quality medical laboratory services. 

ii. To determine the effect of adopting technology on quality medical laboratory service delivery. 

1.4 Hypotheses of the Study  

i. Employees’ capacity does not influence the provision of quality medical laboratory services. 

ii. Technology adoption does not affect the quality of medical laboratory service delivery. 

Literature Review 

2.1 Conceptual Review 

Quality, as defined by the International Organization for Standardization, is a relative concept. If a 

service's inherent characteristics meet the customer's requirements, it can be rated high quality 

(Reinartz, 2004). In a service industry like healthcare, the patient's experience plays a crucial role in 

rating and assessing the quality of services. Quality in healthcare may comprise newer technology, 

newer and effective medication, higher staff-to-patient ratios, affordability, efficiency, and effectiveness 

of service delivery (Tam, 2005).  The health sector comprises the public system with major players, 

including the Ministry of Health and parastatals organizations, and the private sector includes private 

for-profit, Non-Governmental Organizations, and Faith-Based Organizations facilities (Rok, 2010).  In 

the healthcare industry, service quality has become imperative (Ennis and Harrington, 2001) in 

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providing patient satisfaction because delivering quality service directly affects customer satisfaction, 

loyalty, and financial profitability of service businesses.  

 

In healthcare, service quality can be broken down into two quality dimensions: technical quality and 

functional quality (Dean and Lang, 2008). While technical quality in the health care sector is defined 

primarily based on the technical accuracy of the medical diagnoses and procedures or the conformance 

to professional specifications, functional quality refers to how the health care service is delivered to the 

patients. The Organization for European Economic Cooperation formally defined productivity as: “the 

quotient obtained by dividing output by one of the factors of production. In this way, it is possible to 

speak of capital productivity, investment, or raw materials according to whether output is being 

considered about capital, investment or raw materials, etc”. It must be noted that productivity is a 

relative concept with comparisons either being made across time or between different production units. 

Productivity is represented 

 
where unit of measurement of both outputs and inputs is given in dollar values (NZD$) or in any other 

relevant unit.  

A productivity index is defined as the ratio of an output index to an input index, that is:  

 

Where is a labour productivity index,  is an output index and is a labour input index. Each index 

represents accumulated growth from period 0 to period t.  

Some of the most common index formulae (Laspeyres, Paasche, Fisher, and Tornqvist) are included 

here. Suppose information on prices and quantity of I outputs is available for period t =  0…T.  

Denote the price and quantity vectors as   respectively; the 

Laspeyres , Paasche , Fisher , and Tornqvist  quantity indices are defined as follows:  

 

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For and  and where  

Of these, the Tornqvist and Fisher index formulae are the most widely used by statistics officials around 

the world.  

Health Sector in Nigeria 

The health sector in any country has been recognized as the primary engine of growth and development. 

But despite the laudable contributions of the health sector to economic development, the Nigerian 

health sector has witnessed various turbulence that has negatively reversed the progress recorded at 

different times. Nearly 15 percent of Nigerian children do not survive to their fifth birthday. Two leading 

causes of child mortality are malaria (30 percent) and diarrhea (20 percent). Malnutrition contributes 

to 52 percent of deaths of children under five. A household survey conducted by the government in 

2003-2004 showed that 54.4 percent of the population is poor, with a higher poverty rate in rural area 

of 63.3 percent (HERFON, 2006). The incidence of poverty in Nigeria is widespread and increasing 

with some of the worst poverty linked health indicators in Africa. There has been a sharp increase in 

poverty from 1992 to 1996, with an estimated third of the population living below $1 per day and nearly 

two thirds below $2 per day (FMoH, 2005). 

Some of the factors that affect the overall performance of the health system include; inadequate health 

facilities/structure, poor human resources and management, poor remuneration and motivation, lack 

of fair and sustainable health care financing, unequal economic and political relations, the neo-liberal 

economic policies of the Nigerian state, corruption, illiteracy, very low government spending on health, 

high out-of-pocket expenditure in health and absence of integrated system for disease prevention, 

surveillance and treatment, inadequate mechanisms for families to access health care, shortage of 

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essential drugs and supplies and inadequate supervision of health care providers are among some of 

the persistent problems of the health system in Nigeria. 

Health Workers’ Behaviour 

Health workers’ behaviour is a critical area of study within healthcare, as it significantly impacts patient 

outcomes, team dynamics, and overall healthcare delivery. This literature review synthesizes findings 

from recent studies focusing on the personality traits, behaviour styles, and emotional intelligence of 

health professionals, which are essential components influencing their behaviour in clinical settings 

(Clark et al. 2020). The determinants of health workers’ behaviour (in the workplace) are rooted in 

factors relating to:  

a) Macro level, or the overall health system, such as resource allocation, planning and deployment 

of health workers, current regulatory framework, communication and decision-making processes, and 

accountability mechanisms. These can be influenced by policy-makers and planners in the health 

sector, as well as other stakeholders at national level, such as the ministry of finance, ministry of 

education, professional associations, civil society groups and funding agencies (health systems level).   

b) Micro level, or the workplace itself (district or facility, etc.), such as availability of equipment, 

drugs and supplies, teamwork and human resources management activities. In principle, these can be 

influenced by local managers, colleagues, patients, and other local partners (health facility level). 

c) Individual characteristics and living circumstances, such as living in conflict areas or being a 

woman or a newly graduated professional. These require specific group strategies and can be developed 

locally by managers or nationally by policy-makers and planners together with other stakeholders 

(individual level).  

Interventions are designed based on an analysis of the determinants that influence health workers’ 

performance. Implementation of these interventions (inputs and process) provides outputs (expected 

results) in terms of improved working conditions, improved motivation, improved staff retention, etc.  

Employees’ Capacity  

Highly skilled physicians, nurses, administrators, and ancillary staff are critical to producing high-

quality outcomes and effective quality improvement hence hospital growth (Argote, 2000). There is 

need for selective hiring of qualified staff. Successful recruitment and retention of staff is tied to 

empowerment of staff that must be treated as full partners in the hospital operation and given 

opportunities for advancement (Brown and Duguid, 2003). The hospitals need to place great emphasis 

on recruiting and retaining top-level physicians and nurses, accompanied by an effort to encourage 

these professionals to form working teams, including case managers, pharmacists, social workers, and 

others, to promote quality (Brown and Duguid, 2003).   

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To facilitate service quality and growth, hospitals must implement effective human resource strategies 

involving selective hiring, and retention of physicians and nurses (Cohen and  Levinthal, 2001); 

monitoring of doctors on staff (or with privileges) and ensuring that they must continue to meet certain 

performance and practice standards to retain credentials (Crewson, 2004). To improve efficiency in 

service delivery, public sector hospitals must build the capacity to o attract and employ an adequate 

number of high-quality nurses (Argote and Ingram, 2000) suggests that the key to service delivery is to 

adapt to circumstances that are constantly changing and that the long-term winners are the best 

adapters, but are not necessarily the winners of today’s race for market share. Hospitals quality of 

service often fails because of the sum total of seemingly inconsequential events arising from employees 

lack of capacity as in itself service delivery requires specific skill levels and experience which must be 

continuously learned (Cohen and  Levinthal, 2001).  

Technology    

Technology for harnessing of Information and data play a critical role in the quality service delivery in 

hospitals (Allen, 2001). Investments in Technology that facilitate service assessment and improvement 

process is essential (Dutton and Starbuck, 2002). The hospital must show four main commitments: a 

willingness to invest in Information Technology; investments in Information Technology and in Quality 

Insurance departments with qualified staff that abstract medical records, analyze data, and facilitate 

the Quality Insurance process (Cibulskis and Hiawalyer, 2002).   According to the Government of Kenya 

(2001) report, successful Technology strategy that needs to be employed by hospitals and this must 

involve four main commitments: a willingness to invest in Information Technology, Working with 

physicians and others to customize an information system to meet specific needs and culture of the 

institution; nurturing and encouraging buy-in so new systems will be utilized and their benefits will be 

realized and devising information technology systems that provide real-time feedback to providers as 

they are caring for patients. 

3. Methodology 

The study adopted descriptive survey approach in collecting data from the respondents. The descriptive 

survey method was preferred because it ensures complete description of the situation, making sure that 

there was minimum bias in the collection of data and finding out the what, where and how of a 

phenomenon (Kothari, 2008). Data was gathered by use of closed and open ended questionnaires, 

which were self administered. The information required for the study is obtained directly from the 

target population. Data from questionnaires was analyzed using the descriptive statistics and chi-

square statistical method which offers extensive data handling capabilities and numerous statistical 

analysis routines that can analyze small to very large data statistics. 

4 Analysis of Questionnaire Return 

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A total of ninety (90) questionnaires were distributed out of which ninety (90) were returned in usable 

form as shown in table 4.1 below. The result demonstrates that one hundred copies of the completed 

questionnaire were found useable giving a response rate of approximately 100 per cent.  

Table 4.1: Questionnaire Return 

       Source: Field Survey, 2014 

4.2 Demographic and Data Analysis 

The results in table 4.2 below showed that 69 out of 90 respondents are male and this gives 76.7% of 

the whole respondents while 21 out of 90 respondents are female and this constitutes 23.3% of the total 

respondent.  

We can then conclude that there were more male than female respondents in the research study. 

21 out of 90 respondents were single and it gives 23.3% of the total respondents, 51 out of 90 

respondents were married and this gives 56.7% of the whole respondents while 18 out of 90 respondents 

were divorced/separated and this represent 20.0% of the total respondents.  

Therefore we can then conclude from the analysis that there are more married than single respondents 

in the research study.   

The result above revealed that 11 out of 90 respondents were below the age 25 and this represent 12.2% 

of the whole respondents, 57out of 90 respondents were between the age 25-35 years and this 

constitutes 63.3% of the total respondents, 20 out of 90 respondents are between the age 36-45 years 

and this represent 22.2% of the total respondents while only two respondent were 46 years and above 

(2.2%).   

Therefore, we can then conclude that there are more respondents between the ages 25-35 years in the 

research study followed by 36 to 45. 

The populations were made up of 29 (32.2%) doctors, 17 (18.9%) nurses, 18 (20.0%) clinical officers, 

14 (15.6%) laboratory scientists/technicians and 12 (13.3%) pharmacists. 

 

 

Variables Frequency Percentage % 

Questionnaires returned          90 100.0 

Questionnaire not returned          0     0 

Total          90 100.0 

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Table 4.2: Characteristics of Respondents 

VARIABLES FREQUENCY PERCENTAGE (%) 

Sex 

Male 

Female 

Total 

 

Marital Status 

Single 

Married 

Divorced/Separated 

Total 

 

Age Group 

Below 25 years 

Between 25-35 years 

Between 36-45 years 

46 and above 

Total 

 

Job Category 

Doctors 

Nurses 

Clinical officers 

Lab. Scientists/technicians 

Pharmacist 

Total 

 

69  

21  

90 

 

 

21   

51  

18   

90   

 

 

11   

57   

20  

  2  

100  

 

 

29 

17 

18 

14  

12 

90 

 

76.7 

23.3 

100.0 

 

 

23.3 

56.7  

20.0 

100.0 

 

 

12.2 

63.3  

22.2  

2.2 

100.0 

 

 

32.2 

18.9 

20.0 

15.6 

13.3 

100.0 

Source: Field Survey, 2014 

4.3 Analysis of Research Questions 

(SA- Strongly Agree, A -Agree, SD- Strongly Disagree, D- Disagree) 

Table 4.3: Results of the Respondents Views on the Research Questions 

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Propositions Responses Frequency Percentage (%) 

State house clinic Abuja offers quality 

medical laboratory services 

 

 

 

Employee’s incompetence affects service 

quality in the public health sector 

 

 

 

Staff are usually sent for training 

programme. 

 

 

 

 

There is high  level of technology 

investment State house clinic Abuja 

 

 

 

The communication channel used at 

State house clinic Abuja is very effective  

 

 

 

The working conditions in State house 

clinic Abuja are adequate enough for 

workers to be able to give their best 

 

 

 

SA 

A 

SD 

D 

 

SA 

A 

SD 

D 

 

SA 

A 

SD 

D 

 

SA 

A 

SD 

D 

 

SA 

A 

SD 

D 

 

SA 

A 

SD 

D 

 

SA 

A 

SD 

75 

15 

- 

- 

 

90 

- 

- 

- 

 

70 

5 

15 

- 

 

49 

17 

20 

4 

 

54 

15 

- 

21 

 

55 

20 

5 

10 

 

55 

35 

- 

83.3 

16.7 

- 

- 

 

100.0 

- 

- 

- 

 

77.8 

5.5 

16.7 

- 

 

54.4 

18.9 

22.2 

4.4 

 

60.0 

16.7 

- 

23.3 

 

61.1 

22.2 

5.6 

11.1 

 

61.1 

38.9 

- 

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The type of communication channel used 

at State house clinic Abuja lead to 

patient’s satisfaction  

 

 

 

Medical tests and nature of treatment 

were clearly explained in the hospital  

 

 

 

There is a high level of financial resource 

allocation for the clinic  

 

 

 

There is high  quality level of health 

services provided in the clinic 

 

 

 

Quality medical laboratory services has a 

positive effect on workers’ productivity 

 

D 

 

SA 

A 

SD 

D 

 

SA 

A 

SD 

D 

 

SA 

A 

SD 

D 

 

SA 

A 

SD 

D 

- 

 

90 

- 

- 

- 

 

33 

57 

- 

- 

 

63 

6 

21 

- 

 

90 

- 

- 

- 

- 

 

50.0 

- 

- 

- 

 

36.7 

63.3 

- 

- 

 

70.0 

6.7 

23.3 

- 

 

100.0 

- 

- 

- 

Source: Field survey, 2014 

All (100%) of the respondents indicated that State house clinic Abuja offers quality medical laboratory 

services; Employee’s incompetence affects service quality in the public health sector; Quality medical 

laboratory services has a positive effect on workers’ productivity; The type of communication channel 

used at State house clinic Abuja lead to patient’s satisfaction; There is a high level of financial resource 

allocation for the clinic. They also agreed that medical tests and nature of treatment were clearly 

explained in the hospital. This is concurred with Rust and Tuck (2006) who stated that designing 

services to be user friendly will simultaneously facilitate consumer use and external communication as 

to what the service delivery system is actually able to provide the customers. Majority (83.3%) of the 

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respondents indicated that the workers are usually sent for training programmes and workshops while 

a few (16.7%) of the respondents were of contrary opinion. 

On the level of technology in the State house clinic, majority (73.3%) of the respondents indicated that 

there was high level of technology investment while a few (26.6%) of the respondents indicated that 

there was low level of technology investment. Majority (76.7%) of the respondents agreed that the 

communication channel used at State house clinic Abuja was very effective while (23.3%) of the 

respondents disagreed. This concurred with Payne (2006) who indicated that through communication 

patients’ access to treatment, participation in preventive measures, ability to obtain consent, improve 

health professionals abilities to meet their ethical obligations, quality of care, including, hospital 

admissions, diagnostic testing,  medical errors,  patient follow-up,  quality of mental health care and  

patient safety. 83.3% of the respondents agreed that the working conditions in State house clinic Abuja 

are adequate enough for workers to be able to give their best while 16.7% of the respondents were of 

contrary opinion. 

4.4 Test of Hypotheses 

Chi – square is given as: 

                          X² = Σ (o – e)²  

                          e 

Where     

 X² = Chi – square                

o = Observed frequency          

e = Expected frequency                

Σ = Summation of the frequency. 

 

DECISION RULE: Reject Null Hypothesis if calculated value of (X²) is greater than the critical value 

and accept Null Hypothesis if calculated value of (X²) is less than the critical value. 

The Degree of Freedom = (n - 1) (k - 1) 

                     Where   Df = Degree of freedom 

                                   n = Number of Rows 

                                   k = Number of Column. 

4.4.1 Hypothesis One 

H01: Employees’ capacity has no influence on the provision of quality medical laboratory quality 

services. 

 

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Table 4.4: Chi-square Table on the Influence of Employees’ Capacity on the Provision of 

Quality Medical Laboratory Services 

Options 0i Ei 0i-Ei (0i-Ei)2 
 

(0i-Ei)2 
Ei 

Strongly Agree  41 18 23 529 29.40 

Agree  30 18 12 144 8.00 

Undecided 5 18 -13 169 9.39 

Disagree  9 18 -9 81 4.50 

Strongly Disagree  5 18 -13 169 9.39 

Total   90 90 0 1092 60.68 

Source: Computed from Data, 2014 
Calculated (x2) = ∑ (O – E)2         =    1092         =     60.6 
                  E                       18 
Degree of freedom “d.o.f” = n – 1  
Where n = number of rows  
Therefore,  d.o.f   = 5 – 1   = 4. 
Tabulated (x2) = At 0.05% level of significance, the tabulated value of x2 for 4 degrees of freedom is 
9.488  
Decision:  Since the calculated X2 (60.6) is greater than the tabulated x2 (9.488), we reject the null 
hypotheses (H0) and accept the alternative hypotheses (HA).  
This indicated employees’ capacity has an influence on the provision of quality medical laboratory 
services. This concurred with Argote, (2000) who stated that highly skilled physicians, nurses, 
administrators, and ancillary staff are critical to producing high-quality outcomes and effective quality 
improvement hence hospital growth. 
4.4.2 Hypothesis Two 
H02: Adoption of technology has no effect on quality medical laboratory service delivery. 
Table 4.5: Chi-square Table on the Effect of Adoption of Technology on Quality Medical 
Laboratory Service Delivery 
Options 0i Ei 0i-Ei (0i-Ei)2 

 
(0i-Ei)2 
Ei 

Strongly Agree  36 18 18 324 18.00 
Agree  35 18 17 289 16.06 
Undecided 9 18 -9 81 4.50 
Disagree  5 18 -13 169 9.39 
Strongly Disagree  5 18 -13 169 9.39 
Total   90 90 0 1032 57.34 

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Source: Computed from Data, 2014 

a. 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 18. 

Decision rule: Reject H0, where X2 calculated is greater than x2 tabulated, otherwise, accept HA. 

Calculated (x2) = ∑ (O – E)2         =    1032         =     57.3 

                  E                       18 

Degree of freedom “d.o.f” = n – 1  

Where n = number of rows  

Therefore,  d.o.f   = 5 – 1   = 4. 

Tabulated (x2) = At 0.05% level of significance, the tabulated value of x2 for 4 degrees of freedom is 

9.488  

Decision:  Since the calculated X2 (57.3) is greater than the tabulated x2 (9.488), we reject the null 

hypotheses (H0) and accept the alternative hypotheses (HA). This indicated that the adoption of 

technology in state house clinic Abuja has a significant effect on quality medical laboratory service 

delivery. The findings concurred with Mills (2001) who found that devising information technology 

systems provided real-time feedback to providers as they were caring for patients, through technology, 

the hospital would be in a position of offering  bar-coded medications and automatic dispensing; 

coordinating patient admissions with bed capacity, immediate tracking of filled beds and daily changes 

in nursing needs. Adoption of technology enable the workers to employ a wide range of complex modern 

scientific techniques to carry out a varied, highly practical and analytical test on blood, body fluids and 

other biological materials including tissue samples leading to prompt diseases diagnosis and treatment 

of patients as well improve the capability and productivity of the workers. 

5. Conclusion 

From the findings, the study concluded that organization must enhance employee’s capacity in order 

to improve provision of quality service which in turn increases workers productivity. Adequate number 

of high skilled and experienced employees must be employed continuously, ineffective recruitment 

must be discouraged, monitoring of doctors and other staff must be encouraged to ensure that 

performance and practice standards are met to enhance quality service provision. This would lead to 

proper medication services, patient satisfaction, good relationship between medical providers and 

patients, enable the participation in multi-disciplinary and attracts more patient hence effective 

improvement of hospital growth. 

From the findings, the study concluded that the health sector should improve the level of adoption of 

technology and willingness to invest and advance in modern technology in order to facilitate service 

assessment, improve process and communication which are essential for effective and efficient quality 

service in public health sector in Nigeria.  

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Recommendations 

The Nigerian government in an attempt to improve its public healthcare system has been in the 

processes of drafting various health policies. From the findings of this study, it is recommended that: 

i. It is imperative that the government comprehensively addresses all the issues of concern in the 

public health sector.   

ii. Efforts should be initiated to develop quality indicators in laboratory medicine that can evaluate 

and subsequently improve the health care system in an effective manner. 

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