INTEGRATED SERVICE APPROACH AND SERVICE DELIVERY IN HUDUMA CENTRES IN KENYA: THE MODERATING EFFECT OF TRANSFORMATIONAL LEADERSHIP STYLE
Journal Title: European Journal of Business and Social Sciences - Year 2017, Vol 6, Issue 2
Abstract
Countries are using e-government to revitalize public service delivery. Kenya embraced e-government and established one stop shop services called Huduma centres. This study explored the moderating effect of transformational leadership on the relationship between integrated service approach and service delivery in the public service of Kenya. The research was underpinned by full range leadership and new public management theories and employed cross-sectional survey research design. The target population constituted huduma centre employees. Stratified random sampling and simple random sampling were used. The sample size was 335. Primary data was collected using questionnaires and pilot tests undertaken at Eldoret Huduma centre. In data analysis, both descriptive and inferential statistical techniques were applied. Results indicated that transformational leadership style moderated the relationships between integrated service approach and service delivery. The findings will form the basis for analyzing the impact of e-government and the critical role that leadership style plays in service delivery.
Authors and Affiliations
Abdi M. Hassan| Jomo Kenyatta University of Agriculture and Technology School of Human Resource Development., Iravo Mike| Jomo Kenyatta University of Agriculture and Technology School of Human Resource Development., Wario Guyo| Jomo Kenyatta University of Agriculture and Technology School of Human Resource Development.
Keywords
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