Management Information Systems Practices and Performance of Huduma Centers in Nairobi County, Kenya
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Date
2022
Authors
Muzuva, Sherpard
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
As a strategy for reforming public service sectors, the concept of Huduma Centers was introduced by the government of Kenya with the objective of ensuring that citizens can have easy access to various government services under one roof. However, since its inception, the program continues to experience problems in service delivery mainly due to ineffective use of implemented systems, speed of service delivery, and management processes that are used to monitor organizations’ performance. The general objective of this study sought to examine management information systems practices and how this affects the performance of the Huduma Centers. The specific objectives of the study were to investigate the influence of management information systems’ service value, management information systems’ decisions effectiveness, management information systems information management, and management information systems’ efficiency and effectiveness on performance. The study was anchored on Technology Acceptance Model, Resource-Based View Theory, Socio-Technical Theory, and Systems Theory. A descriptive survey research design was used targeting five Huduma Centers in Nairobi County and a sample size of 80 respondents were selected using random sampling technique. Questionnaires were used to collect primary data and a pilot test was performed to test questionnaire reliability and validity. The study used Cronbach’s Alpha coefficient to determine the reliability of the research instrument. Data analysis employed descriptive and inferential statistics to analyze data supported by SPSS statistical package to calculate frequencies, percentage mean, and standard deviation. A multiple linear regression model was also used to determine the influence of independent variables on the dependent variable. The presentation of data was done using figures and tables. It was established that MIS was being utilized for the intended purpose and systems were always available and dependable for data and information handling. Further, the information input process was handled thoroughly and the systems had enough processing capacity to handle multiple transactions. Also, MIS was critical in getting rid of common mistakes in decision-making. It was also found that there was a positive relationship between MIS efficiency and effectiveness and performance, information management and performance, service value and performance as well as decision effectiveness and performance. The study concluded that MIS is a major factor influencing the performance of Huduma Centers in Nairobi County, Kenya and that there was a positive relationship between independent and dependent variables. The study recommends that in order to continuously improve efficiency and effectiveness, Huduma centers management needs to upgrade their systems, carry out systems integration, use data duplication tools, and introduce business intelligence modules. For further studies, the researcher recommends that a similar study be conducted targeting members of the public in regard to their experience in accessing Huduma center services online
Description
Research Project Submitted to the School of Business, Economics and Tourism in Partial Fulfilment of the Requirements for the Award of the Degree of Master of Business Administration (Management Information Systems) of Kenyatta University, November, 2022
Keywords
Management Information Systems, Huduma Centers, Nairobi County, Kenya