Influence Of ICT Related Training On Customer Service Delivery In County Governments In Kenya: A Case Of Machakos County

Abstract

The main purpose of this study was to establish the effect of ICT related training on customer service delivery in Machakos County, Kenya. Being a descriptive and correlational cross-sectional survey, self-administered questionnaires and interviews were used to collect primary data from the respondents. The collected data was analysed using descriptive and inferential statistics. Significant variations between groups were determined using Analysis of Variance (ANOVA). Pearson correlation was also used to examine relationships among variables. The study concluded that there is a strong positive relationship between ICT related training for staff (r=0.752, p=0.000) and customer service delivery. The study recommends that County Governments allocate more funds towards ICT related training for their staff and where possible, the ICT related training should be sponsored by the government to ensure uniformity in the training for its staff based on identified needs.