EFFECT OF INTEGRATED SERVICE APPROACH ON SERVICE DELIVERY AT HUDUMA CENTRES IN THE PUBLIC SERVICE OF KENYA
Journal Title: European Journal of Business and Social Sciences - Year 2017, Vol 6, Issue 3
Abstract
Governments adopted e-government to improve public service delivery. Kenya embraced the strategy and advanced it further with the establishment of Huduma centres, key electronic e-government instruments to reform service delivery. This study investigated the effects of integrated service approach on service delivery in the public service of Kenya. The study was underpinned by new public management and coherent service delivery theories. Crosssectional survey research design was used. The target population comprised the Huduma centre employees. Stratified random sampling and simple random sampling was applied. The sample size was 335. Questionnaire was used to collect primary data and pilot test undertaken at the Eldoret Huduma centre. Data analysis was done using descriptive and inferential statistical techniques. The results were positive (β=.248, p=.000) and therefore integrated service approach significantly affects service delivery in the public service. It is recommended that integrated service approach be used to improve public service delivery.
Authors and Affiliations
Abdi M. Hassan| Jomo Kenyatta University of Agriculture and Technology School of Human Resource Development, Iravo Mike| Jomo Kenyatta University of Agriculture and Technology School of Human Resource Development, Wario Guyo| Jomo Kenyatta University of Agriculture and Technology School of Human Resource Development
Keywords
Related Articles
- EP ID EP10908
- DOI -
- Views 377
- Downloads 17
GENDER GAP IN LITERACY RATE IN MATHURA DISTRICT U.P. A GEOGRAPHICAL STUDY
Education is an important avenue for upgrading the economic and social conditions of the women. An attempt has been made in the paper to analyze literacy rate and gender gap in literacy rate in Mathura district. This...
E-SERVICE QUALITY EXPERIENCE AND CUSTOMER LOYALTY: AN EMPHASIS OF THE NIGERIA AIRLINE OPERATORS
The aim of this study is to empirically evaluate the impact of electronic service quality experience on customer loyalty in the Nigeria airline sector. In measuring E-SQE the work of Wolfinbarger and Gilly (2002) was...
LIFE SATISFACTION AMONG JOB-HOLDERS AND NON JOB-HOLDERS
The study is aimed at investigating the degree of life satisfaction among job-holders and non job-holders and also among male and female. Two sub hypotheses were formulated to study the level of life satisfaction. So,...
EFFECTIVENESS OF TRADE PROMOTION IN BUILDING MILK BRAND IN KENYA
In this paper Factor analysis was used to reduce the variables and determine interrelationships. Analysis of data indicated that consumer promotions have actually increased dairy brand awareness especially by firms th...
DYING DECLARATION AND ITS CORROBORATION IN PAKISTAN AND INDIA: AN ANALYTICAL STUDY OF CASE LAW
This paper analyzes the law and judicial practice pertaining to corroboration of dying declarations in Pakistan and India. According to a well settled rule of law a dying declaration may form a sole basis of convictio...