Assessment of e-government services and customer satisfaction in public sector: case of Huduma Center county government of Nakuru

Abstract

The term "e-government" describes how governments are using new Information and Communication Technologies (ICTs) to perform government functions by utilizing the networking capabilities offered by the internet and related technologies. This has the potential to revolutionize government operations and structures. The Kenyan government has implemented measures to enhance electronic government. These include the Huduma center, which serves as a one-stop shop where many departments work together to provide services, and the e-citizen, e-visa, and e-business portals, which allow citizens to access government services from the comfort of their homes. This study set out to determine how customer satisfaction at the public Huduma center in the County government of Nakuru was affected by e-government services. The research was directed by the subsequent particular goals: ascertaining the impact of e-citizen services on customer contentment; determining the influence of e- business services on customer contentment; This study aims to investigate the impact of e-visa services on customer satisfaction in the public sector Huduma center in the County government of Nakuru, Kenya, as well as the combined effect of e-citizen, e- business, and e-visa services. . The planned behavior theory and the technology acceptance theory functioned as the foundational theories for the investigation. In the study, a case study research design was employed. The people receiving assistance at the Huduma center run by the Nakuru county administration were the intended audience. Simple random sampling was used to select 190 respondents for the sample. A systematic questionnaire was used to gather data, and version 20 of the statistical software for social sciences (SPSS) was used for analysis. The Ol Kalou Huduma Center conducted pilot testing to evaluate the research instrument's dependability. . According to the study's findings, there is a significant and positive correlation (r=0.533 and p=0.000) between E citizen satisfaction and the public sector's service delivery in the Nakuru county government. The county administration of Nakuru has shown a statistically significant and positive correlation (r=0.553, p=0.000) between E-business and customer satisfaction about service delivery in the public sector. With r=0.410 and p=0.000, there is a positive and statistically significant correlation between customer satisfaction with public sector service delivery in the county government of Nakuru and E Visa. Overall, the data demonstrated that, with r=0.613 and p=0.000, consumer satisfaction with public sector service delivery in the county government of Nakuru is positively and significantly correlated with E-government services. Consequently, the results suggest that E-government improves consumer satisfaction with public sector service delivery in the county government of Nakuru, Kenya. The researcher recommended that more research be done on the other e-government services that were not included in this analysis.