Influence of Digital Technologies on Customer Service Delivery in Huduma Centres in Nairobi County, Kenya

Abstract

Adoption of Digital technologies have proved very important to organizations especially in service delivery. Most government organizations have been adopting different digital technologies ranging from Social Media Communication, Telecommunication, Queuing Management System and Cashless System. The study intended to establish the Influence of adoption of digital technologies on service delivery in Huduma Centres in Nairobi county Kenya. The following research objectives guided the study: To establish the influence of Cashless system on service delivery in Huduma Centres in Nairobi county, to examine the influence of telecommunication on service delivery in Huduma Centres in Nairobi county, to assess the influence of Automated Queuing management system on service delivery in Huduma Centres in Nairobi county, to establish the influence of Social media communication on service delivery in Huduma Centres in Nairobi county and finally. The study relied on technology acceptance theory. The study adopted the descriptive survey research design. The target population was the 656 management and non-management employees of the five Huduma Centres in Nairobi County. This study adopted stratified random sampling. The research used questionnaire. To ensure the reliability and validity of the questionnaires in this study, a pre-test was undertaken during pilot study. The researcher used the ‘drop and pick’ method of distributing the questionnaires. The researcher then used quantitative techniques in analysing the data. Data analysis involved both descriptive and inferential statistics. The study established that cashless system and automatic queuing management system had a statistically significant positive influence on customer service delivery. However, the influence of telecommunication and social media were not statistically significant even though they were positive. The study therefore concluded that Huduma centres could enhance their customer service delivery by improving cashless system and queuing management system. The study recommends to the management of Huduma centres in Nairobi to continue enhancing the cashless system, automatic queuing management system, telecommunications system and social media to enhance customer service delivery.