Determinants of utilization of government online services in kenya: case of national transport And safety authority nairobi

ABSTRACT

In a digital information-based economy, governments must modernize to survive or risk becoming irrelevant. In Kenya, e-governance is being used as one of the government’s strategy cornerstone for enhancing accessibility of services to citizens. However, despite the increasing adoption of e-governance, researchers conclude that low uptake and use of the available online services has been witnessed in Kenya. This study sought to examine determinants of how government online services are utilized in Kenya with a focus on National Transport and Safety Authority Nairobi. The researcher adopted the Technology Acceptance Model Theory (TAM) of Vankatesh and Bala (2008). This theory explained how users take time to accept and make use of any new technology at their disposal. The study used a qualitative and descriptive survey research design. The target population was the customers who come for services at NTSA, and the employees of NTSA headquarters located in Upperhill Nairobi County. The sampling method that was used was simple random sampling, while Questionnaires as well as Interview Schedules were prepared to collect information from the employees and the customers. The information collected were reported with descriptive statistics like percentages and frequencies, and presented using tables, graphs and pie-charts. It was then analyzed using Statistical Package for Social Sciences SPSS which was a software package that was used for non-batched and logical batched statistical analysis. Qualitative data got from items which were open-ended were coded by grouping the same answers together and analyzed in accordance with the thematic areas of the study. The key patterns and themes in the answers were identified and analyzed to give the usefulness, adequacy and information consistency. Results presentations were inform of charts and tables. Regression analysis was applied to determine relationships between the independent and dependent variables. The study found that digital literacy has significant effect on utilization of online government services. The study also established that digital culture has a significant effect on utilization of online government services. Further, the study found that e-governance implementation has a significant effect on utilization of online government services. The study recommends that the government should educate the staffs on the importance of online digital platforms through provision of free training programs so as to encourage the usage of online government services. Therefore, the study recommends that the government should: enhance staffs’ competency through conducting regular training seminars, allocate funds for purchasing modern digital equipment and maintenance of operating systems so as to facilitate implementation of e-governance. The study also recommends that the government should educate the staffs on the importance of online digital platforms through provision of free training programs so as to encourage the usage of online government services. Therefore, the study recommends that the government should provide digital tutorial guides for public utilization through mass media such as You-tube television channels and internet so as to enhance digital literacy among the customers. The study also recommends that the government should enhance public awareness on utilization of government online services through mass media such as radio, television and internet so as to improve on their service delivery. Further, the study recommends that the government should ensure availability of educative tutorials in relation to utilization of government online services through internet and social media such as Facebook, Twitter and what’s up so as to improve on digital literacy among the general customers.