INFLUENCE OF SERVICE AUTOMATION PROJECT ON CUSTOMER SATISFACTION IN NATIONAL TRANSPORT AND SAFETY AUTHORITY, KENYA
Everline Wambui Irungu - Master of Arts in Project Planning and Management, University Nairobi, Kenya
Prof. Christopher M. Gakuu (PhD) - School of Open and Distance Learning, University of Nairobi, Kenya
ABSTRACT
There are challenges being faced in public service institutions. The National Transport and Safety Authority, Kenya has not been able to fully accomplish its mandates. They have not been able to provide adequate advice and recommend on matters related to road and vehicle safety, improve and implement road safety measures and manage plans for the road transport sector in accord with the law on transport, ensure the security of supply, reliability, and road transport services, and parliamentary legislation established in the first program, in addition to other laws. The purpose of the study was to study the influence of service automation project on customer satisfaction in National Transport and Safety Authority, Kenya. The study objectives were include to establish the influence of system/software quality, ease of use of project management information system, perceived usefulness of the system and quality of the information generated by the system on customer satisfaction in the National Transport and Safety Authority. The theoretical underpinning of the study were the Delone and Mclean IS Success Model, Project Management Maturity Model (PMMM), Technology, Organization, and Environment Context (TOE) and Institutional Theory. The study adopted a descriptive research design. The population for this study comprised of management staff in various department at the National Transport and Safety Authority headquarters. The sample population of 150 was arrived at by calculating the target population of 246 with a 95% confidence level and an error of 0.05 using the below formula taken from Kothari (2004). Stratified proportionate random sampling technique was used to select the respondents. Primary data was obtained using self-administered questionnaires. The researcher booked appointment with respondent organizations at least two days before visiting to administer questionnaires. The researcher personally administered the research instruments to the respondents. Data was analyzed using Statistical Package for Social Sciences (SPSS Version 25.0). Descriptive statistics were used because they enable the researcher to meaningfully describe distribution of scores or measurements using few indices. The qualitative data from the open-ended questions were analyzed using conceptual content. Inferential data analysis was done using Pearson correlation coefficient and regression analysis (multiple regression analysis). The study found that System / software quality influences customer satisfaction in National Transport and Safety Authority, Kenya greatly. The study revealed that perceived usefulness of the system has a moderate effect on customer satisfaction in National Transport and Safety Authority, Kenya. The study found that Ease of use / Customization has a little effect on customer satisfaction in National Transport and Safety Authority, Kenya. The study concluded that System / software quality had the greatest influence on customer satisfaction in National Transport and Safety Authority, Kenya followed by quality of the information generated by the system, then perceived usefulness of the system while Ease of use / Customization had the least influence on the customer satisfaction in National Transport and Safety Authority, Kenya. Further the study recommends that government should continue to create an enabling environment to facilitate continued service innovations by National Transport and Safety Authority. Increased flexibility in the industry and infrastructure should be provided so as to bring about a level playing that will foster creativity.
