Impact Of Adoption of Information Communication Technology Applications on Service Delivery on Postal and Courier Services in Kenya- A Case of Murang’a County

Abstract

Information and Communication Technology (ICT) application has been adopted by many organizations in the world for the main purpose of enhancing efficiency and effectiveness in work logistics. The application is viewed in terms of e-commerce, mobile phone applications and Website technology. This enhances service delivery for better performance. ICT related infrastructure which encompasses computers and software's which are changing the way individuals and the greater society work and transact business. The current study focused on establishing how the ICT applications have impacted on the Kenyan Postal corporation and courier service provider. It is not clear to what extent this organization has adopted ICT applications neither is it clear what this adoption has impacted on the organization. The study adopted a descriptive research survey. The study's target population was all the customers who currently rented postal boxes from the postal and courier services in Murang‟a County. The study used census approach to select 230 respondents from the ten Postal Corporation of Kenya sub-offices in Murang‟a County and six courier services who had rented boxes. Primary data was collected through use of closed ended questionnaire. Data analysis was done using descriptive inferential statistics, by means of measures of central tendency, frequency and percentages. Regression analysis was used to establish the relationship between the Dependent (Quality of service delivery by Courier and Postal service provider) and Independent (ICT Applications adopted by the service provider) variables. Data will be presented both graphically and in tabular forms. The findings revealed a positive significant relationship between use of E-commerce and quality of service delivery. In contrast there was a negative significant relationship between use of mobile phones and quality of service delivery. ICT adoption had a negative though insignificant influence on quality of service delivery. There is need to sensitize on the use of E commerce so as to improve the quality of service. The level of ICT adoption ought to be evaluated as such to ensure there is maximum benefit as compared to the negative influence.