INFLUENCE OF E-GOVERNMENT ON SERVICE DELIVERY IN NAIROBI DISTRICT LAND REGISTRY, KENYA
Abstract
The objective of this study was to determine the influence of e-government on service delivery in Nairobi district land registry. The study adopted a descriptive survey research design. The target population comprised of the Nairobi district land registry top management and staff. The researcher used stratified random sampling and simple random sampling where 30% of the target population representative of the entire population was studied. Questionnaires with close-end questions and likert scales were used as the research instrument by being administered to the respondents and collected after due completion by the researcher. The collected data was analyzed using Statistical Package for the Social Sciences (SPSS version 23) frequencies, percentages, means, standard deviations and regression analysis. Results from regression model confirmed that technology and staff training positively affect service delivery. It was established that indicators of staff training which included skills and expertise, motivation, seminars and workshops to a great extent influence service delivery as shown by high positive beta coefficient from the regression model. The study established that enforcement and compliance of ICT policies can be improved through the top management commitment. Finally, technology was determined from the findings to be the most significant variable that affects service delivery through e-government systems. The study also concluded that public organization had adequate ICT infrastructure necessary for service delivery to the citizens. The researcher recommended that organization should facilitate continuous and regular seminar and workshops on new technologies or systems being implemented to improve service delivery. The study recommended that the government should invest in advanced technologies and modern ICT infrastructures to ensure efficient and quality service delivery to the citizens.
Key Words: E-Government, Technology, Staff Training, Service Delivery
CITATION: Gisemba, A. B., & Iravo, M. A. (2019). Influence of e-government on service delivery in Nairobi District Land Registry, Kenya. The Strategic Journal of Business & Change Management, 6 (2), 2385 – 2399.
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DOI: http://dx.doi.org/10.61426/sjbcm.v6i2.1272
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