Modern markets for postal services are highly dynamic because of the changing consumer behaviour. Today’s consumers are different from the yester years. This is because of globalization and the new information and communication technologies. Postal Corporation of Kenya is facing competition from both international and domestic mail service providers, mobile telephony, electronic mail and commerce and this has led to declining mail revenues. Currently postal courier mail market share is shrinking in a market thus PCK seems to have lost competitiveness in the postal services sector. This study sought to establish the drivers influencing performance postal services sector in Kenya with a case of Postal Corporation of Kenya. The specific objectives of the study were to examine how information communication and technology, human resource capacity, leadership and governance and implementation strategy influence performance of postal services in Kenya. A stratified sampling technique was carried out by involving all the targeted respondents and primary data was collected through the use of questionnaires. The secondary data was obtained from published documents such as journals, periodicals, magazines and reports to supplement the primary data. A pilot study was conducted for the data collection instrument. The data was analyzed with help of SPSS version 21 and Excel. The study adopted correlation and regression analysis at 5% level of significance to determine strength and direction of the relationship of the variables under study. The analysis showed that information communication and technology had the strongest positive influence on performance of postal services sector. In addition, leadership and governance, human resource capacity and implementation strategy are positively correlated to performance of postal services sector with Pearson correlation coefficient of .563, .503 and .632 with p-values of .001, 0003, .005 and .002 respectively. The study established that information communication and technology was the most significant factor. The study recommends for similar studies to be undertaken in other postal services firms in Kenya for generalization of the findings of this study.

Key words: Organizational capacity, information communication technology, human resource capacity, implementation strategy.

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