Abstract
Purpose. This paper explores the role that digitalization plays in improving the efficiency of managing healthcare organizations. The focus is on the contributions of ICT support, employee digital competence, organizational innovation, and service quality in driving organizational performance. Design/methodology/approach. Using a structured questionnaire, empirical data were obtained from a sample of 243 healthcare organization employees transitioning to a more digitalized state. The study used the PLS-SEM methodology (SmartPLS program) for mathematical and statistical processing of empirical data. Findings. The empirical findings reveal that ICT support and employee digital competence play significant roles in facilitating organizational innovation, which ultimately contributes to service quality and overall organizational performance. The results of this study validate the proposed research model and clarify the interrelationship of technological, organizational, and human factors on managerial effectiveness in the healthcare context. Originality. The current study brings novelty to the field through the inclusion of the relationship between ICT support, service quality, digital competence of employees, and organizational performance in a single framework for health organizations. Whereas earlier studies mostly focused on the investigation of each of these concepts separately or in contexts different from that of healthcare organizations, the current study shows how the digital competence of employees acts as a mediator of digitalization initiatives and contributes to greater management efficiency. In addition, this study adds to the scarce body of literature based on health organizations in Kazakhstan. Key words: ICT Support, Service Quality, Digital Competence of Employees, Organizational Performance.