International Journal of Scientific & Technology Research

Home About Us Scope Editorial Board Blog/Latest News Contact Us
10th percentile
Powered by  Scopus
Scopus coverage:
Nov 2018 to May 2020


IJSTR >> Volume 5 - Issue 2, February 2016 Edition

International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616

Influence Of ICT Related Training On Customer Service Delivery In County Governments In Kenya: A Case Of Machakos County

[Full Text]



Mathew Masinde Egessa, Janet Nangila Manyasi



ICT related Training, Customer Service Delivery



The main purpose of this study was to establish the effect of ICT related training on customer service delivery in Machakos County, Kenya. Being a descriptive and correlational cross-sectional survey, self-administered questionnaires and interviews were used to collect primary data from the respondents. The collected data was analysed using descriptive and inferential statistics. Significant variations between groups were determined using Analysis of Variance (ANOVA). Pearson correlation was also used to examine relationships among variables. The study concluded that there is a strong positive relationship between ICT related training for staff (r=0.752, p =0.000) and customer service delivery. The study recommends that County Governments allocate more funds towards ICT related training for their staff and where possible, the ICT related training should be sponsored by the government to ensure uniformity in the training for its staff based on identified needs.



[1] Asingwire, N., Muhoozi, C., & Angeyo, J. (2007). ICTs in Local Governance: A Case Study of the Local Government. LOG-IN Africa First Technical Report.

[2] Atnafu, S., Mequanint, D., & Adal, Y. (2008). ICT for local governance: A case study on the application of ICTs on life-event services at the kebeles of the City Government of Addis Ababa. In Proceedings of LOG-IN Africa e-Local Governance 1st Conference June 56 2008. Cairo.

[3] Dawson, C. (2002). Practical research methods. New Delhi: UBS.

[4] Gasu, J., & Akakpo, J. (2009). Uses of ICTs for Political Inclusion and Good Governance in Northern Ghana. Final Technical Report : African Training and Research Centre in Administration for Development (CAFRAD).

[5] GOK. (2010). Constitution of Kenya.

[6] Kothari, C. (1985). Research Methodology - Methods and techniques. New Delhi: Wiley Eastern Limited.

[7] Kumar, R. (2005). Research methodology : A step-by-step guide for beginners (2nd ed.). Singapore: Pearson Education.

[8] Macueve, G. (2007). Evaluating the Outcomes of E-government Projects in Mozambique: A Case Study. LOG-IN Africa Mid-term Review Report.

[9] Mitullah, W. V., & et al. (2005). Management of Resources by Local Authorities: The Case of Local Authority Transfer Fund. Nairobi: CLARIPRESS.

[10] Mitullah, W., & Waema, T. M. (2007). ICTs and Financial Management in Local Authorities in Kenya. LOGIN Africa Mid-term Review Report.

[11] Ochieng, D. M., & Gichoya, D. M. (2013). Demystifying ICT-Enabled Services in Local Authorities in Kenya: What is the Foundation for Online Transaction Service System? Communications in Information Science and Management Engineering, 3(12), 586-594.

[12] Otieno, C. O., Oginda, M., Obura, J. M., Aila, F., Ojera, P., & Siringi, E. (2013). Effect of Information Systems on Revenue Collection by Local Authorities in Homabay County, Kenya. Universal Journal of Accounting and Finance, 1(1), 29-33.

[13] Ramessur, T. S., & Chittoo, H. B. (2011). Revenue management systems in municipal and district councils in Mauritius. In T. Waema, & E. Adera, Local Governance and ICTs in Africa : Case Studies and Guidelines for Implementation and Evaluation. . Cape Town, Dakar, Nairobi and Oxford: Pambazuka Press.

[14] UN. (2014). United Nations E-government Survey 2014 : E-government for the Future We Want. New York: United Nations.

[15] Waema, T. M., & Adera, E. O. (2011). Local Governance and ICTs in Africa : Case Studies and Guidelines for Implementation and Evaluation. Cape Town, Dakar, Nairobi and Oxford: Pambazuka Press.

[16] WITSA. (2003). E-Government Trends in 2003: Local Governments Using ICT. Retrieved July27,2014,from ITSA:http://www.witsa.org/papers/WITSA- eGOV.pdf