| dc.description.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. | en |
