Browsing by Author "Kandiri, John M."

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    Citizen Satisfaction with Electronic-Government Services: A Case Study of Huduma Centre Mombasa
    (International Journal of Innovative Science and Research Technology, 2025-04) Mwendwa, Grace Faith; Kandiri, John M.
    Governments all over the globe have recently demonstrated a rising interest in reshaping the public sector to better serve their citizens and other stakeholders by utilizing Information Communication Technology (ICT). This procedure is known as "e-government" Between citizens' intentions to continue using the service and the quality of the service, perceived service value acts as a potent mediator. The intention to use is influenced by the service's value, quality, and satisfaction. The goal of the study is to establish citizen satisfaction and e-government services at Huduma Centre in Mombasa. Specifically, it is to establish the influence of user skills and provide information. The study model is built on the Technology Acceptance Model (TAM), and the primary anchor theory of the research is ECP Theory, which is backed by the UTAUT. For this study, a census and a descriptive research methodology with a target of 85 respondents were used. Validity and reliability tests were conducted on the research instrument. Data regression and correlation analysis were performed using SPSS version 26 to analyze the relationship between the variables under research. We shall present the quantitative facts in tables and figures. We will utilize Pearson correlation coefficients to show the relationships between the research variables. The investigator will do multiple regression analysis to determine the relationship between the variables.
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    E-Government and Service Delivery at Kenya Revenue Authority Headquarters in Nairobi City County, Kenya
    (Journal of Public Policy and Governance, 2023) Akida, Rajab; Kandiri, John M.
    In their quest to enhance service delivery, Kenya Revenue Authority (KRA) has gone through various transformations and the most recent is e-Government system. However, the effect of such strategies on service delivery remains inconclusive and hence this study sought to determine the effect of e-government strategy (queue management and customer care management) on service delivery. The target population was 97 employees in the Information Technology Communication (ICT) department. The study used a structured questionnaire to collect the data. The collected data was analysed through descriptive and inferential statistics. The study found that electronic governance stands out as a critical factor in enhancing service delivery. It was determined that the Kenya Revenue Authority's service performance is significantly influenced by effective queue management. Furthermore, the research indicates that both queue management and customer service are pivotal in improving service performance. Effective customer service, when combined with efficient queue management, contributes to a more satisfactory service experience for users, leading to increased satisfaction and trust in the KRA's services. This synergy between technology driven governance and customer-focused strategies is essential for public service institutions aiming to improve their service delivery in the digital age. The study recommends that the government should enhance service delivery by adopting e-Government through the Kenya Revenue Authority (KRA). KRA's leadership should leverage e-Government to establish nationwide one-stop service centers, ensuring easy and quick public access to information about KRA's services. Additionally, the study recommends that to foster greater public engagement and connectivity with government services, mechanisms should be put in place for citizens to actively participate and benefit from these services. Finally, the study recommends that public management systems should be optimized with e-Government technologies, such as unique IDs for efficient information retrieval, to streamline client information management and improve service efficiency.