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
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