Perception of Customers Towards E-Citizen: A Case Of City square Huduma Center Nairobi
Journal Title: IOSR Journal of Humanities and Social Science - Year 2018, Vol 23, Issue 5
Abstract
The purpose of this study is to investigate the perception of customers towards e-citizen. The study was guided by the following research objectives; To determine how service quality affect customers perception towards e-citizen, to determine the effect of culture on customers perception towards e-citizen, to determine the effect of privacy and security towards customers perception on e-citizen.The study focused on customers at Huduma Center in City square. Descriptive research was used. The population of the study was 1000 customers. Stratified random sampling and structured questionnaires were used. The target population was customers who use NHIF, NSSF, Driving license renewal, registration of business name, payment of rent and land rates, and pension services. The collected data was then put through a process of cleaning, editing and consolidation to ensure good quality of the data. Both qualitative and quantitative data was analyzed using inferential and descriptive statistics. Statistical Package for Social Sciences (SPSS) software was used to analyze the report. Data was coded according to different variables and descriptive statistics such as frequencies, mode, mean percentiles, variances and standard deviations for ease of interpretation. Tabular, figures and chart were used to analysis and interpretation data.Correlation analysis was used to show various variables relate to eachother.The study recommends that since most respondents are between 25-30 years. The government should make e-citizen more interactive such that customers are able to get instant feedback; the site should also be upgraded to be able to handle traffic especially during tax-return handle traffic. In addition, it is also recommended that government should use both English and Kiswahili language. Based on the third objective it was recommend that the government should create more awareness and sensitize citizens on the safety and security of their information on the portal.
Authors and Affiliations
Purity Anyango Komer
Keywords
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- EP ID EP418909
- DOI 10.9790/0837-2305051931.
- Views 45
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