Technology and Performance Management: Strategies in Quality Service Delivery

Technology and Performance Management: Strategies in Quality Service Delivery

Dickens Ouma Mawere

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Dr. Kipkorir Sitienei Chris Simon

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Technology and Performance Management: Strategies in Quality Service Delivery

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Abstract

The objectives of the study were to establish the effect of technological innovations and performance management techniques on quality service delivery. Systems theory, SERQUAL mode and descriptive research design were used. The target population was 6,480 and the computed sample size of 98 was selected using stratified random sampling technique. Data was analyzed using descriptive, inferential statistics and content analysis. Content validity was determined and coefficient of reliability calculated. Technological innovations and performance management techniques had positive significant effect. In conclusion technological innovations improve communication and management of information. Technological automation reduces cost in terms of the number of staff, time, use of paper and increase accessibility to services. Integrated Development Plans and departmental strategic plans should be formulated. Staff performance should be monitored, managed and evaluated periodically to ensure conformity to the plans.

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Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

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Not applicable for this article.

How to Cite This Article

Dickens Ouma Mawere. 2021. \u201cTechnology and Performance Management: Strategies in Quality Service Delivery\u201d. Global Journal of Management and Business Research - A: Administration & Management GJMBR-A Volume 21 (GJMBR Volume 21 Issue A6).

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GJMBR Volume 21 Issue A6

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

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GJMBR-A Classification JEL Code: L25

Submission ReceivedSeptember 13, 2021
Peer Review Double Blind
Handling Editor
Accepted October 1, 2021
Published October 15, 2021

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v1.2

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June 23, 2021

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