dc.description.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. | en_US |