Abstract: This study sought to establish the influence of Electronic Commerce on the public service delivery by the state agencies in Kenya. Public service delivery has been declining over time with the level of public satisfaction growing at a very minimal rate. This is despite the commitment by the Kenyan government to enhance public service delivery through increased funding and the introduction of E-Government strategies among them E-Commerce. This study therefore drove the purpose for the study. The study also sought to analyse the moderating effect of strategy execution on the relationship between E-Commerce and public service delivery by the state agencies in Kenya. The study was informed by New Public Management (NPM), Technology Diffusion Theory and the Contingency Theory. The study adopted a descriptive research design to collect data from the target population comprising of 4230 employees within the management cadre at 132 specific government state agencies incorporated entities outside the mainstream civil service established for purposes of public service delivery in Kenya; 62 Executive Agencies, 25 Independent Regulatory Bodies as well as 45 Research Institutions, Public Universities and Tertiary Education Institutions. Convenient sampling technique was used by the study to sample the respondents within the 132 specific government state agencies. Taro Yamane formula was applied to calculate the sample size of 365 employees and self-developed questionnaires were used to collect data from the sample. Data was analyzed using descriptive and inferential statistics. The study findings revealed that implementation of E-Commerce as an E-Government strategy had a significant effect on the public service delivery of state agencies in Kenya. The study concluded that implementation of E-Commerce practices such as having a high level of understanding of internal strengths, weaknesses, external opportunities and threats can lead to a significant improvement in the performance of public service delivery in Kenya. The study recommends that the state agencies through the management ought to uphold E-Commerce as a part of the E-Government strategies so as to enhance effective achievement of their mandate which is public service delivery.
Keywords: Electronic Commerce, E-Government Strategies, Strategy Execution, Public service delivery and State agencies.
Title: INFLUENCE OF ELECTRONIC COMMERCE ON PUBLIC SERVICE DELIVERY AMONG STATE AGENCIES IN KENYA
Author: Kenneth Goga Riany, Dr. Susan Were, Dr. Allan Njogu Kihara
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
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