A Survey of Factors Hindering the Use of E-government: a Case of School of Business, University of Nairobi

Abstract

This study was undertaken with the objective of establishing the factors hindering the use of E-government specifically government to citizen (G2C). The study was conducted in the School or-Business, University of Nairobi. In order to achieve this objective a sample of 200 respondents was picked from the target population using stratified, judgmental and random sampling techniques. Each respondent was asked to fill a questionnaire. The questionnaire had both structured and unstructured questions. The sample. of respondents were first stratified into four categories namely academic staff, support/administrative staff, undergraduate students and post graduate students all who are in the school of business. In the case of students, module II students of the School of Business were selected using judgmental technique. This group is composed of students mainly working in various firms in Nairobi who are expected to use online services offered by the government. Data was analyzed using descriptive statistics through the use of frequencies and percentages. In addition factor analysis and cross tabulation were also used in analysis of data. Results of the study show that. there were various factors that hindered the use of E government by citizens. Some of the obstacles include inadequate online services, user attitudes. accessibility, security, frequent power interruption and lack of feedback mechanism. The use of factor analysis reduced these factors to four key factors. From the findings of the study, it was concluded that one of the major concerns of the citizens is the reliability of the website especially while relaying confidential information. It is imperative tor the Kenyan government to build trust by increasing security features in the government based websites. Trust-building also requires that services are delivered efficiently and with minimum hassles. Bad connections, unreliable websites, poorly designed websites, and frequent power interruptions all serve to alienate the citizen from using the online services. The government should develop mechanisms that will ensure online services are accessible easily to all citizens including the physically challenged, women and youth. In conclusion, successful implementation of online services by the government to citizens will begin by providing services that arc citizen-oriented and being proactive in communicating online services to citizens.