Effect Of Information Management Systems On Revenue Collection At Kenya Wildlife Service

Abstract

Kenya Wildlife Service adopted a modern information management system with an aim of improving quality of services, reducing costs, increasing efficiency, enhancing revenue collection, among other benefits. However, Kenya wildlife service has not realized the full potential in revenue collection using information management system for the organization as evidenced by revenue losses through pilferage or collusion between employees and tour operators. This therefore brings lack of clarity and indistinct relationship on how exactly adoption of the system has affected KWS revenue collection. This study explored the influence of information management system on revenue collection at Kenya wildlife service. The specific objectives of the study were to establish the effect of customer relationship management system, human resource management system, internal control system and electronic payment system on revenue collection at Kenya wildlife service. This study was anchored on Technology Acceptance Model, Social control Theory and the Systems theory to explain the theoretical link between the variables. Descriptive research design was adopted and the target population was 245 Kenya wildlife service staff members. A sample of 71 was selected using stratified sampling technique and primary data was collected using a structured questionnaire. Data collected was analysed using descriptive statistics and multiple regression analysis with the help of Statistical Package for Social Sciences version 24. The study established that customer relationship management system, internal control system and electronic payment system had a positive and significant effect on revenue collection at Kenya wildlife service. However, human resource management system had no significant effect on revenue collection at Kenya wildlife service. Based on the findings, the study recommends Kenya wildlife service terminal stations using information management systems to improve on customer relationship, electronic payments and internal controls for optimum revenue collection.