Authors :
Gerald Andrew Babu; Dr. Osir Otteng
Volume/Issue :
Volume 9 - 2024, Issue 10 - October
Google Scholar :
https://tinyurl.com/4cvjr7s3
Scribd :
https://tinyurl.com/yah9zjb5
DOI :
https://doi.org/10.38124/ijisrt/IJISRT24OCT702
Note : A published paper may take 4-5 working days from the publication date to appear in PlumX Metrics, Semantic Scholar, and ResearchGate.
Abstract :
Organisational communication needs to be
effective for organisations to meet their objectives. This
study examined Facebook as a communication tool for
enhancing government service delivery in Kisumu
County. It sought to determine the factors that influence
the use of Facebook in service delivery in Kisumu
County. The study used a descriptive research design.
The population was 307,702 members of the public in
Kisumu town. The Krejcie and Morgan tables was used
to get the sample size. This study employed mixed
methods in data collection which includes administered
399 questionnaires to service seekers and 5 interview
guides to service providers in the county. Data analyses
involved the utilization of the Statistical Package for
Social Sciences (version 26). Descriptive statistics was
used to analyze quantitative data, while for qualitative
data, a thematic analysis approach was applied, where
responses were grouped into themes and sub themes
and analyzed Facebook's role in the County
Government of Kisumu service delivery was influenced
by factors like internet penetration, demographic
information, infrastructure, government policies, and
economics. This study recommends that the County
Government of Kisumu should develop comprehensive
initiatives aimed at expanding internet coverage and
improving connectivity, especially in underserved areas.
Keywords :
Communication, Facebook; Service Delivery, Technology.
References :
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Organisational communication needs to be
effective for organisations to meet their objectives. This
study examined Facebook as a communication tool for
enhancing government service delivery in Kisumu
County. It sought to determine the factors that influence
the use of Facebook in service delivery in Kisumu
County. The study used a descriptive research design.
The population was 307,702 members of the public in
Kisumu town. The Krejcie and Morgan tables was used
to get the sample size. This study employed mixed
methods in data collection which includes administered
399 questionnaires to service seekers and 5 interview
guides to service providers in the county. Data analyses
involved the utilization of the Statistical Package for
Social Sciences (version 26). Descriptive statistics was
used to analyze quantitative data, while for qualitative
data, a thematic analysis approach was applied, where
responses were grouped into themes and sub themes
and analyzed Facebook's role in the County
Government of Kisumu service delivery was influenced
by factors like internet penetration, demographic
information, infrastructure, government policies, and
economics. This study recommends that the County
Government of Kisumu should develop comprehensive
initiatives aimed at expanding internet coverage and
improving connectivity, especially in underserved areas.
Keywords :
Communication, Facebook; Service Delivery, Technology.