Tarus, Eunice2024-07-292024-07-292024-05https://ir-library.ku.ac.ke/handle/123456789/28501A Research Project Submitted In Fulfilment of the Degree of Master of Science (Records Management and Archive Administration) in the School of Pure and Applied Sciences, Kenyatta University, May 2024. Supervisors Peter WamaeThe Kenya Ministry of Lands has been plagued with rampant delays in accessing land records, registry services and numerous clerical errors that have affected service delivery. It is evident that service delivery problems within the department have been problem for most policymakers which resulted in the launch of the National Lands Management Information System geared towards improving service delivery. The impact of land records management systems on Kenya's Ministry of Lands has not been adequately explored in research. Therefore, this study examines how the system influences service delivery. This study investigated the relationship between land records management system and service delivery. Specifically, the study examined the quality level of services at the ministry, the effect of the land records management system on service delivery and the challenges faced when integrating land records management system at the Ministry of Lands in Kenya. The records continuum theory and the technology acceptance modelformed the basis of this study. A descriptive approach was employed, and the population targetedofstaff at the Ministry of Lands main registry at Ardhi House. The study sampled 154 officials within the headquarters at the Ministry of Lands who are involved in the lands records management system.Primary data was sourced using structured questionnaires developed under the guidance of the study objectives. Google forms supplemented the physical data to enhance the response rate. A pretesting was caried out on 10% of the sample participants to determine the research instruments’ validity and reliability. Data analysis focused both descriptive and inferential analysis.Findings were presented using charts and tables.The findings of the correlation tests established there is a strong positive and significant relation between quality of service offering (r = .631**, sig = .000<.05), digitization of land records (r = .806**, sig = .000<.05), records management policies (r = .581**, sig = .000<.05), records management staff competencies (r = .733**, sig = .000<.05) and the service delivery at the Ministry of Lands in Kenya. This implies that a unit change in these variables resulted in a unit change in the service delivery. The regression analysis showed that that independent variables had explanatory power on level of service quality at the Ministry of Lands in Kenya linked to as they accounted for 77.7% of its variability (R Square = 0.777) hence the model was a good fit for the data.The study concluded that the Ministry’s quality level of service delivery is very low and services are offered slowly and there is a lot of delays in giving services to customers. The implementation of land records management system provides a technique and method for land planning, management quantification and rationalization together with quick inquiry, analysis and innovation of land information, provides supplementary support for decision making and improves the traditional land management system through computer technologies and communications network. The study also concluded that the dynamic nature of the land resource in Kenya poses numerous and complex challenges which call for clearly articulated management tools. The study recommended that the Ministry should put up appropriate training programs to keep its employees updated with the current job requirements and training should be geared to all employees regardless of their gender and job category. According to the study, security should be the top priority while developing software and processing data for the land records management system. It is imperative that all employees working in the Ministry are made aware of the importance of security policies, and they should be instructed to abide by them. Furthermore, the study recommended the implementation of a Land Information Management System. Consequently, services were delivered to clients according to their expectations.enThesis