Browsing by Author "Grace Faith Mwendwa"

Now showing 1 - 1 of 1
  • Thumbnail Image
    Item
    Citizen Satisfaction with Electronic-Government Services: A Case Study of Huduma Centre Mombasa
    (Kenyatta University, 2025-09) Grace Faith Mwendwa
    Governments worldwide have increasingly turned to Information Communication Technology (ICT) to modernize public sector operations, a process widely known as e-government. E-government seeks to improve citizen satisfaction, cut down on inefficiencies, and improve service delivery. Perceived service value has an impact on e-government service quality and citizens’ willingness to continue using digital platforms. However, traditional government services have historically faced challenges such as corruption, bureaucracy, nepotism, weak ethics, political interference, and rigid legal structures, which discourage both citizens and investors. These inefficiencies are often worsened by bribery and lack of transparency. The study focused on e-government service delivery at the Huduma Centre and specific objectives to assess effects of user skills, information sources, value for money, and system reliability on the effectiveness of e-government services. The study was guided by the Technology Acceptance Model (TAM) and primarily anchored on Expectation-Confirmation Theory (ECP), supported by the UTAUT. Using descriptive design, study targeted 85 respondents through a census approach. A pilot study involving 10 participants was conducted. Questionnaires were used to collect data, while SPSS version 26 facilitated analysis. Results shows that system reliability plays a significant role in determining the effectiveness of e-government services, influencing citizens’ decisions to use them. Additionally, user skills had strong positive correlation with uptake of e-government platforms. Results also revealed that access to accurate and adequate information is significantly associated with the utilization of digital services. Furthermore, value for money emerged as a key factor influencing users’ perceptions of e- services. The analysis came to the conclusion that system reliability, user skills, information provision, and value for money are crucial determinants of successful e-government adoption. It recommended that governments should invest in strengthening system reliability, enhancing digital literacy among users, and ensuring transparency to maximize the benefits of e-government. By addressing these factors, public institutions can foster greater trust, efficiency, and citizen engagement in digital service delivery.