Technology and Performance Management: Strategies in Quality Service Delivery
Keywords:
technology; performance management; strategies; service delivery
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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2021-06-23
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