Technology and Performance Management: Strategies in Quality Service Delivery

1
Dickens Ouma Mawere
Dickens Ouma Mawere
2
Dr. Kipkorir Sitienei Chris Simon
Dr. Kipkorir Sitienei Chris Simon

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GJMBR Volume 21 Issue A6

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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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No external funding was declared for this work.

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The authors declare no conflict of interest.

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No ethics committee approval was required for this article type.

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Not applicable for 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
Pg. 55- 67
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Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

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GJMBR-A Classification: JEL Code: L25
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v1.2

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June 23, 2021

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English

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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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Technology and Performance Management: Strategies in Quality Service Delivery

Dickens Ouma Mawere
Dickens Ouma Mawere
Dr. Kipkorir Sitienei Chris Simon
Dr. Kipkorir Sitienei Chris Simon

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