Citizen Perceptions of the Governance of Projects in Kenya
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Date
2016
Authors
Moi, Edna Jemutai
Iravo, Mike
David, Minja
Journal Title
Journal ISSN
Volume Title
Publisher
IPRJB
Abstract
This paper describes the citizen perceptions of the governance of projects in Kenya. The paper is based on the study
of the process of citizen involvement on local government carried out in Elgeiyo Marakwet and Nandi Counties in
Kenya. The study was guided by the SERVQUAL theory which depends on five administration quality
measurements, in particular effects which are tangible, reliability, responsiveness, assurance and empathy. These
perceptions reflect the information available to them at low cost, whether it is obtained through direct experience,
media coverage of projects, conversations with elected and appointed officials, or some similar source. In the case
of public services such as education available at low-cost reflects academic performance at schools, health centers
reflect the health of the people and infrastructure reflecting the ease of movement so too will citizens’ judgments of
them. The growth in importance of service quality has been influenced greatly by the changing nature of the world economies and the customers’ changing needs, tastes and preferences. Quality service delivery is a challenge to
many management and organizations only customer’s judge quality, and the perceptions stem from how well a
provider performs, against customers’ expectations about how the provider should perform. When the expected
service is more than the actual service, service quality is less than satisfactory. Whereas employees and leaders at
the county government are an important source of knowledge about internal politics and power games inside the
county, other stakeholders in the county may also have their valuable, independent perceptions of politics in
administrative systems. Moreover, when public organizations are considered such perceptions and understanding
of the political climate may shed light on a wider range of consequences, such as citizens’ attitudes toward
government, trust and faith in public organizations, agencies and their behavioral intentions, as well as actual
behaviors in the democratic realm.
Description
Article
Keywords
Citizen, perception, government, service delivery, service quality
Citation
Jemutai, M. E., Mike, I., & David, M. INNOVATIVE RESEARCH AND KNOWLEDGE.