MST-Department of Security and Correction Science

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Browsing MST-Department of Security and Correction Science by Author "Awino, Geoffrey Oluoch"

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    Citizen Satisfaction with Kenya Police Service Application of Information-Communication Technology in Nairobi City County- Kenya
    (Kenyatta University, 2025-06) Awino, Geoffrey Oluoch
    ICT applications play a crucial role in decision support mechanisms within institutions, notably in law enforcement like the police. Globally, the integration of ICT has significantly enhanced the effectiveness and efficiency of policing, as seen in various countries such as the United Kingdom, USA, Sweden, and Jamaica. In Kenya, the National Police Service has embraced ICT systems, such as the Information Command and Control Centre and mobile applications like Hello Kenyan, to improve crime prevention and service delivery. Despite these advancements, there is limited understanding of the impact of ICT adoption on citizen satisfaction with police services in Nairobi County, prompting the need for further investigation into this area of study. The study aimed to examine citizens' utilization of ICT in seeking police services, assess satisfaction with Kenya police service social media platforms, analyse satisfaction with ICT- enabled digital crime reporting systems and applications for certificates of good conduct, and identify factors mediating citizen satisfaction with ICT usage by the Kenya Police Service in Nairobi County. The study was guided by Parasuraman, Zeithmal's SERVQUAL MODEL theory and the Performance Only Model. The research employed an explanatory survey design conducted in the cosmopolitan setting of Nairobi City County, Kenya, focusing on citizens' engagement with the police through ICT. The targeted population consisted of 2.9 million adult residents who had interacted with police services via ICT within the past year. The purposive sampling method was used to select 200 individuals from who a sample of 132 was selected using simple random sampling. Data was collected through structured questionnaires and key informant interviews, with rigorous pretesting to ensure instrument validity and reliability. Content validity was ensured by aligning questions with research objectives, while reliability was addressed through pilot studies. Ethical considerations included obtaining informed consent and ensuring respondent confidentiality. Quantitative data was analysed using statistical techniques, while qualitative data underwent thematic analysis. The study adhered to ethical guidelines and obtained the necessary permissions. The research findings in Nairobi County highlight varied ICT adoption among citizens accessing police services, with social media platforms being actively engaged but low usage of emergency systems and online reporting portals due to accessibility challenges. Residents had mixed views on the effectiveness of police social media platforms, recognizing their role in awareness but disagreeing on satisfaction and impact on relations. Satisfaction exists with the Digital Crime Reporting System, but uncertainties persist in response times. Though ICT accessibility and reliability were generally positive, concerns about promptness and security signal a need for responsiveness and data security enhancements to boost citizen satisfaction.