| dc.description.abstract | The main challenge currently facing the Public Service Commission of Kenya, PSC (K) is to provide quality service to its clients towards the realization of vision 2030. In the light of this, the Public Service Commission of Kenya has introduced the e-service aimed at improving service delivery. Despite this, service delivery levels still remain wanting. It is therefore for this reason that the main , objective of the study was study was to establish the impact of e-service on service delivery at the Public Service Commission of Kenya. The conceptual relationship between service delivery and factors such as employee motivation, equity and fairness in training, adequacy in e-service skills and job satisfaction which are affected by the introduction of e-service were examined in this study. The study was an attempt to understand why it has been difficult for the Commission in achieving their objectives and the efficiency required with regard to information, timeliness, accuracy and quality of service delivery to its clients. It was for this reason that the Commission launched the Online Recruitment and Selection Data Base Management System that answers the needs and aspirations of employees in terms of efficient and timely delivery of service.
Data was collected using both primary and secondary sources. The primary data was collected using questionnaires while the secondary data was drawn from relevant journal, research reports, the internet, published text books and government publications. The survey was undertaken using questionnaires which were distributed to identify respondents in all the departments and sections of the Commission. The target population 200 employees of the Public Service Commission of Kenya PSC (K) secretariat and a sample size of 60 employees was used with simple random sampling technique employed to arrive at the simple size. The sample of the study comprised 30% of the population under study. Descriptive design was adopted in analyzing the variables involved. Data capturing was done in Microsoft Excel. The data collected was re-coded and entered into the computer using the Statistical Package for Social Sciences (SPSS) V.14) for analysis. The research findings which were presented in the form frequency distribution tables, graphs and pie-charts. | en_US |
