Effects of Citizen Perspective on Successful Implementation of E-Government Services Through Huduma Centres in Kenya
Keywords:
Citizen Perspective, E-Government Services, Citizen Engagement, Huduma Centres, Public Service Delivery, Trust and Satisfaction, Digital Governance, KenyaAbstract
The study carried to find out the effects of citizen perspective on successful implementation of e-government services through Huduma Centres in Kenya. The study sought to address the following research question: To what extent does citizen perspective affect successful implementation of e-government services through Huduma Centres in Kenya? The study applied both balance scorecard framework and the institutional theories. In terms of research philosophy, the study adopted positivism research philosophy. The study used descriptive correlational design and the study population comprised 1,233 senior employees and users of Huduma Kenya services. Both stratified random and judgmental sampling techniques were employed in selecting 303 respondents to participate in the survey. Data was collected through a self-administered questionnaire. Both descriptive and inferential statistics were applied where descriptive statistics focused on relative frequency distribution, means and standard deviation; while inferential statistics included Spearman’s coefficient for correlation analysis, one-way ANOVA and regression. The analysis was conducted using SPSS Version 25.0; and expressed as frequencies, percentages and narratives and presented in the form of tables and figures. The results of the study in testing the second hypothesis show a high correlation between citizen perspective and successful implementation of e-Government services through Huduma centres (r=0.941). The results also show that there was a significant relationship between citizen perspective and successful implementation of e-Government services through Huduma centres and the Model used was fit to be used for the analysis (F = 4710.210, p =.000). Further the results show that when citizen perspective was increased by 1 unit, the successful implementation of e-Government services through Huduma centres was increased by 1.031 units (β = 1.031, t= 68.631, p =.000).
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Copyright (c) 2026 Napunyu Clara Lanyasunya, Edward Musebe, Prescott Muhonza
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This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
