Abstract: Among the major upheld Electronic Government strategies that enhance service delivery is the Electronic Services. This study therefore sought to assess the influence of E-Services on public service delivery among state agencies in Kenya. The study sought to analyze the moderating effect of strategy execution on the relationship between E-Services and public service delivery by state agencies in Kenya. The study was informed by New Public Management (NPM), and the Unified Theory of Acceptance. 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. 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-Services as one of the E-Government strategies had a significant and positive influence on public service delivery of state agencies in Kenya. It was also established that strategy execution had a significant moderating effect on the relationship between E-Services and public service delivery by the state agencies in Kenya. The study concluded that through adoption of E-Services, efficiency in government agencies is enhanced thus enabling better service delivery. It was recommended that the state agencies through their management ought to embrace E-Services while upholding strategy execution as a way of promoting public service delivery.
Keywords: Electronic Services, E-Government Strategies, Strategy Execution, Public Service Delivery, State Agencies.
Title: INFLUENCE OF ELECTRONIC SERVICES ON THE PUBLIC SERVICE DELIVERY BY STATE AGENCIES IN KENYA
Author: Kenneth Goga Riany, Dr. Susan Were, Dr. Allan Njogu Kihara
International Journal of Social Science and Humanities Research
ISSN 2348-3156 (Print), ISSN 2348-3164 (online)
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