DETERMINANTS OF EFFECTIVE DELIVERY OF POSTAL MONEY TRANSFER SERVICES IN KENYA: A CASE OF POSTAL CORPORATION OF KENYA
Abstract
The effective delivery of postal money transfer services is slowly yet steadily dwindling owing to the advent of technology and increase in the licensing of more players in the postal services arena. Services that were traditionally provided by the post office, thus its core function and the main revenue stream, today are procured electronically. In the same vein liberalization of the courier business has nibbled on the revenue generated by letter post, Postal financial service that enjoyed popularity across the globe owing to ubiquitous network, reliability and affordable fees, today face stiff competition from mobile wallet, brought about by penetration of the mobile phone technology. The general objective of this study is to establish the determinants of effective delivery of postal money transfer services in Kenya. The specific objectives of the study were to determine the influence of ICT Infrastructure and implementation strategy on effective delivery of postal money transfer services in Kenya. The study adopted descriptive design survey approach and used 133 staff of PCK. Primary data was collected through the use of questionnaires. On the other hand, secondary data was obtained from published documents such as journals, periodicals, magazines and reports to supplement the primary data. A pilot study was conducted to pretest the validity and reliability of instruments for data collection. The data was analyzed with help of SPSS version 21 and Excel and presented in charts, tables and graphs to facilitate comparisons and conclusions. The study variables were regressed at 5% level of significance to establish the strength and direction of their relationship. The analysis showed that infrastructure had the strongest positive (Pearson correlation coefficient =.843) influence on performance of postal money transfer services. In addition, implementation strategy was positively correlated to effective delivery of postal money transfer services. The study established that ICT was the most significant factor.
Key Words: ICT Infrastructure, Implementation Strategy, Delivery of Postal Money Transfer Services
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