EFFECT OF E-BUSINESS ON SERVICE DELIVERY AT THE DEVOLVED UNITS IN KENYA. A CASE OF NAIROBI COUNTY GOVERNMENT

John Kubai M’akwalu

Abstract


E-business has emerged as a transformative force in the public sector, redefining the way government services are delivered and accessed. This study explored the impact of E-business on service delivery within the devolved units of Kenya, with a specific focus on the Nairobi County Government. The theoretical framework drew from the New Public Management (NPM) theory and Technology Diffusion theory. A descriptive survey research design was employed. The study targeted 187 employees of the county government at the headquarters. Slovin's sampling formula was used to arrive at a sample of 128 county government employees. Data was collected through structured questionnaires, and statistical analysis was conducted using SPSS version 25. The analysis involved descriptive statistics like frequencies, percentages, mean, and standard deviation to provide a concise summary of the quantitative data. Furthermore, the research utilized correlation analysis to examine whether significant statistical relationships exist between e-business and service delivery. The study found that E-business has a moderate positive effect on service delivery by the Nairobi County Government. The county government should continuously expand the range of E-services offered to cover a broader spectrum of public needs and requirements. There is need to invest in and expand e-business practices to further enhance financial transparency, procurement processes, and the overall efficiency of financial operations. The county government should establish a robust feedback mechanism to collect regular input from users regarding their experiences with E-business services. There is a need to periodically review and update E-business policies to keep pace with technological advancements and changing user needs.

Keywords: E-Business, Service Delivery, Devolved Units


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