The Mediating Role of Internet of Things on the Relationship between Artificial Intelligence and Service Delivery of General Hospitals in Katisna State

Abstract

Abstract

This study examined the effect of artificial intelligence and service delivery of general hospitals 
with mediating effect of internet of things (IoT). On the ground of Technology Acceptance Model 
(TAM), cross-sectional survey was used to collect data from the respondents. The study population 
was 469 medical personnel and the sample size consists of 216 medical personnel from four 
general hospitals in Katsina state, Nigeria. A PLS-SEM approach was used with aid of Smart PLS 
4.1 to analyse the data. The result showed that artificial intelligence dimensions (computer vision 
and robotic process automation) were significantly and positively related to service delivery of 
general hospitals in Katsina state. For the indirect relationship the result indicated that the Internet 
of Thing mediate the effect of computer vision and service delivery which the result of the 
mediating effect revealed that IoT significantly mediate the relationship between robotic process 
automation and service delivery in a negative way. The negative t-statistic suggests that as Robotic 
Process Automation increases, IoT decreases by 0.736. This study recommends that government 
should invest on Artificial Intelligence technologies like Computer Vision and Robotic Process 
Automation in the generals. This will improve more efficient, responsive, and customer-oriented 
service delivery in the general hospitals in the areas patient monitoring, diagnosis, and 
administrative processes.