Department of Computer Science

Nowadays, many businesses such as banks, insurance companies, and other service providers have realized the importance of Customer Relationship Management (CRM) and its potential to help them acquire new customers, retain existing ones and maximize their lifetime value. At this point, close relationship with customers requires strong coordination between IT and marketing departments to provide a long-term retention of their customers. The purpose of this study was to establish the use of CRM systems and further determine the challenges facing the use of CRM systems among the commercial banks in Kenya. The study used descriptive design. The study targeted forty five (45) commercial banks in Kenya. Primary data was obtained using self administered questionnaires. The successfully filled up questionnaires containing responses were first edited for accuracy, consistency and completeness. The data from questionnaires was analyzed using procedures within statistical package for social sciences (SPSS). The responses were analyzed using measures of dispersion (mean and standard deviation), distribution tables, quartiles (percentiles) and graphical analysis so as to explain the response rates from various respondents. The study found out that IT ensured personalized attention to the customers and also facilitated variety of products offered by the bank. It enabled the bank to understand and serve customers better than their competitors, developed and improved new products for the customers. It also improved processes and relationships with its customers and business

This study intended to unravel the influence of information quality on service delivery of state corporations in Kenya. The motivation of the study was out of unresolved number of research gaps which could only be addressed through an integrated conceptual model testing on how information quality could individually affect service delivery of state owned entities. The Fourth Industrial Revolution Theory and Diffusion of Innovation (DoI) Theory guided the conceptualization of the investigation. To achieve the study objective, positivist philosophy was applied since only factual knowledge that was gained through observation and measurement was relied on. Descriptive cross-sectional technique was used to gather comprehensive information about all the 178 state corporations in Kenya at a span of five years since 2013 to 2018. Primary and secondary data were collected through administering structured questionnaire and from annual performance contract reports respectively. The analysis established that 37.8% of variations in service delivery of state corporations in Kenya are explained by the changes in information quality. The findings of this study can be utilized by all staff cadres in embracing information quality to foster knowledge that facilitates service delivery of state corporations. Based on the results of this study, the government through relevant ministries and other stakeholders in the state corporations sector should develop appropriate policies in an attempt to organize quality information systems that in turn enhances information quality that supports networking and sharing of credible information about current customer needs and trends.

This study endeavored to establish how corporate IT strategy influence service delivery of state corporations in Kenya. State owned entities are formed to meet regulatory objectives and exploit political and social objectives, correct market and economic failures, provide health and education advisory services. There are a number of state corporations existing for various economic reasons however this study focused 178 state corporations that are operationally vibrant. This study was anchored on the Fourth Industrial Revolution Theory which explains how the advent of technological and economic developments is key factors to organizational efficiency and effectiveness. Independent Factual knowledge was obtained using positivism approach through administering of self-designed structured questionnaires to acquire first hand data as well as secondary data on service delivery was collected from annual performance contract reports. Response was rated at 67.4% since out of the 178 questionnaires distributed only 120 were positively filled and returned. Analysis outcome revealed that the effect of corporate IT strategy on service delivery of state corporations in Kenya is a statistically significant. That is 58.7% variations in the service delivery are accounted for by the changes in corporate IT strategy. The findings contributes in the study of corporate IT strategy and service delivery by decomposing corporate IT strategy into indexes of Implementation of Service Delivery Charter, Service Delivery Innovations, Resolution of customer Complaints and Customer satisfaction index which were found to have statistically significant effects. Based on the results of this study, the government through relevant ministries and other stakeholders in the state corporations sector should develop appropriate policies in an attempt to organize the IT applications to enable investors and regulatory bodies get access to information pertaining how to improve their ability to perform as well as give quality services. The study concurred with the fourth industrial revolution theory that firms need to embrace technological advancements by strategically investing on superior IT strategies, resources and competencies to enable them add value to service delivery processes.The study shall guide managerial practitioners in the state firms to appreciate the integration of corporate IT strategy into to the various service delivery improvements in the face of a challenging economic environment and management of core processes for valued added customer needs.

This study intended to unravel the influence of information quality on service delivery of state corporations in Kenya. The motivation of the study was out of unresolved number of research gaps which could only be addressed through an integrated conceptual model testing on how information quality could individually affect service delivery of state owned entities. The Fourth Industrial Revolution Theory and Diffusion of Innovation (DoI) Theory guided the conceptualization of the investigation. To achieve the study objective, positivist philosophy was applied since only factual knowledge that was gained through observation and measurement was relied on. Descriptive cross-sectional technique was used to gather comprehensive information about all the 178 state corporations in Kenya at a span of five years since 2013 to 2018. Primary and secondary data were collected through administering structured questionnaire and from annual performance contract reports respectively. The analysis established that 37.8% of variations in service delivery of state corporations in Kenya are explained by the changes in information quality. The findings of this study can be utilized by all staff cadres in embracing information quality to foster knowledge that facilitates service delivery of state corporations. Based on the results of this study, the government through relevant ministries and other stakeholders in the state corporations sector should develop appropriate policies in an attempt to organize quality information systems that in turn enhances information quality that supports networking and sharing of credible information about current customer needs and trends.

This study sought to investigate the effect of information technology governance on service delivery of state corporations in Kenya. The Diffusion of Innovation Theory was the theoretical anchorage of the study. The positivist orientation philosophy was utilized. The unit of analysis was 178 state corporations in Kenya. Primary data was collected using self-designed structured questionnaire and secondary data on service delivery was gathered from annual performance contracting reports. The study found a statistically significant effect of IT governance on service delivery of state corporations in Kenya. These results add value to existing knowledge in the area of service delivery of state corporations by determining the relevant factors that are important in defining service delivery of state corporations in Kenya. Based on study findings, the government of Kenya need to develop appropriate policies to support ITG applications and customised services for profitability and growth. The study suggests future studies which it deems important in contributing to future knowledge in research works like; market conditions, effect of customer trends, and political instability and government interference on service delivery of government entities.