ASSESSMENT OF E-GOVERNMENT SERVICES AND CUSTOMER SATISFACTION IN PUBLIC SECTOR: CASE OF HUDUMA CENTER COUNTY GOVERNMENT OF NAKURU
ASSESSMENT OF E-GOVERNMENT SERVICES AND CUSTOMER SATISFACTION IN PUBLIC SECTOR: CASE OF HUDUMA CENTER COUNTY GOVERNMENT OF NAKURU
Alfred Kiprop - Master of Public Administration and Management, Mount Kenya University, Kenya
Dr. Ruth Winnie Munene - Lecturer, Mount Kenya University, Kenya
ABSTRACT
The term e-government refers to the use of new Information and Communication Technologies (ICTs) by governments in carrying out government functions through the application of networking potential offered by the internet and related technologies that can transform the structures and operations of government. In Kenya, the government has adopted initiatives to enhance e-government. These include the Huduma center, where services are provided by different departments jointly from a one-stop-shop and e-citizen, e-visa and e-business portals where citizens can access government services at the comfort of their homes. The purpose of this study was be to establish the effect of e- government services on customer satisfaction in the public sector Huduma center in County government of Nakuru. The study was guided by the by the following objective; to determine the effect of e-citizen services on customer satisfaction customer satisfaction in the public sector Huduma center in County government of Nakuru, Kenya. The study was guided by the theory of technology acceptance and theory of planned behavior. The study employed a case study research design. The target population were the citizens receiving the services at the Huduma center in county government of Nakuru. A sample of 190 respondents were sampled using simple random sampling technique. Data was collected through a structured questionnaire and was analyzed using a statistical package for social sciences (SPSS) version 20. Pilot testing was carried out at Ol Kalou huduma center to test reliability of the research instrument. The research findings concluded that there exists a positive and significant relationship between E citizen and customer satisfaction on service delivery in public sector in county government of Nakuru with r=0.533 and p=0.000. The overall results showed that E- government services has a positive and significant relationship with customer satisfaction on service delivery in public sector in county government of Nakuru with r=0.613 and p=0.000. Therefore, the findings imply that E government enhances customer satisfaction on service delivery in public sector in county government of Nakuru. Kenya. The researcher suggested that another study should be conducted on the other e- government services not covered in this study.
