@incollection{,
	
					
					
					1F5DA675CDBE652824A867651A6DC21B
				,
	author={{Dickens OumaMawere} and {Dr. Kipkorir Sitienei ChrisSimon}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}2165567
}

@incollection{b0,
	
	
		,
	title={{Effects of Service Quality and Satisfaction on Customer Behavioural Intentions}}
		,
	author={{
			AAwasthi
		}}
		
	
	
		,
	booktitle={{Proceeds of 2nd IIMA Conference on Research in Marketing}}
				eeds of 2nd IIMA Conference on Research in Marketing
		
			,
	year={2007. January 3-5, 2007}
		
	

}

@book{b1,
	
	
		,
	title={{Response Strategies Adopted by the Ministry of Health to Challenges of Devolved Healthcare Services in Kenya (Doctoral dissertation}}
		,
	author={{
			EOAwino
		}}
		
			,
	year={2016}
		
		
			University of Nairobi
		
	

}

@book{b2,
	
	
		,
	title={{Transforming Public Service Performance in West Africa through Innovations: Experiences from Ghana and Nigeria. Africa's Public Service Delivery & Performance Review}}
		,
	author={{
			FOAwosika
		}}
		10.4102/apsdpr.v2i4.68
		
		
			,
	year={2014}
			2
			
		
	

}

@book{b3,
	
	
		,
	title={{Management: Theory and practice}}
		,
	author={{
			GACole
		} and {
			PKelly
		}}
		
		
			,
	year={1996}
			,
	publisher={Continuum}
			,
	address={New York, NY}
		
	

}

@book{b4,
	
	
		,
	title={{Constitution of Kenya}}
		
			,
	year={2010}
			,
	publisher={Government of Kenya}
		
	

}

@incollection{b5,
	
	
		,
	title={{}}
	
	
		,
	journal={{County Government Act}}
		
			20
			,
	year={2012}
		
	
	,
	note={Parliament of Kenya}

}

@book{b6,
	
	
		,
	title={{Devolved Government and Local Governance in Kenya: Implementing Decentralization Underpinned by the}}
		,
	author={{
			KRHope
		}}
		
			,
	year={2014. 2010}
		
	

}

@incollection{b7,
	
	
		,
	title={{}}
		10.1163/15692108-12341302
		
	
	
		,
	journal={{Constitution. African and Asian Studies}}
		
			13
			3
			
		
	

}

@incollection{b8,
	
	
		,
	title={{Public Service in Africa}}
	
	
		,
	journal={{Ibrahim Forum Report}}
		
			,
	year={2018}
			,
	publisher={Mo Ibrahim Foundation}
		
	

}

@incollection{b9,
	
	
		,
	title={{Next Generation Internet Forum Report. Mo Ibrahim Foundation}}
		
	
	
		,
	journal={{Ibrahim Forum Report}}
		
			,
	year={2018}
		
	

}

@incollection{b10,
	
	
		,
	title={{}}
		
	
	
		,
	journal={{Kakamega County Integrated Development Plan}}
		
			,
	year={2018-2022}
		
	

}

@book{b11,
	
	
		,
	title={{Factors Influencing Service Delivery at the County Government: A Case of Kakamega County. (Doctoral dissertation}}
		,
	author={{
			IVKalava
		}}
		
		
			,
	year={2016}
		
		
			University of Nairobi
		
	

}

@book{b12,
	
	
		,
	title={{Effects of Organizational Systems on Service Delivery in Civil Organizations in Marsabit County (Doctoral dissertation}}
		,
	author={{
			WKathuri
		}}
		
		
			,
	year={2014}
		
		
			United States International University-Africa
		
	

}

@incollection{b13,
	
	
		,
	title={{Training Manual for Senior Administrative Officers. Kenya School of Government}}
		
	
	
		,
	journal={{Kenya School of Government}}
		
			,
	year={2018}
		
	

}

@book{b14,
	
	
		,
	author={{
			HH UKenyatta
		}}
		
		,
	title={{5th Annual Report 2017 on Measures Taken and Progress Achieved in the Realization of National Values and Principles of Governance. Republic of Kenya}}
				
			,
	year={2017}
		
	

}

@incollection{b15,
	
	
		,
	title={{Factors Influencing Quality of Service Delivery in County Governments in Kenya}}
		,
	author={{
			RKerubo
		} and {
			WMuturi
		}}
		
		
	
	
		,
	journal={{International Journal of Science and Technology}}
		
			,
	year={2018}
		
	

}

@incollection{b16,
	
	
		,
	title={{Factors Influencing Customer Service Standards in County Governments in Kenya: A Case Study of Nairobi County Government}}
		,
	author={{
			MWKibanya
		}}
		
	
	
		,
	journal={{Strategic Journal of Business Change and Management}}
		
			2
			67
			,
	year={2015}
		
	

}

@book{b17,
	
	
		,
	title={{Determinants of Provision of Quality Services in}}
		,
	author={{
			MWKibanya
		} and {
			MMoronge
		}}
		
		
			,
	year={2014}
		
	

}

@incollection{b18,
	
	
		,
	title={{County Governments in Kenya: A Case of Nairobi County}}
		
	
	
		,
	journal={{Strategic Journal of Business Change and Management}}
		
			3
			2
		
	

}

@incollection{b19,
	
	
		,
	title={{Challenges Facing Integration and Use of ICT in the Management of County Governments in Kenya}}
		,
	author={{
			JGKimani
		}}
		
	
	
		,
	journal={{Journal of Information and Technology}}
		
			1
			1
			
			,
	year={2017}
		
	

}

@incollection{b20,
	
	
		,
	title={{Performance Management and Public Service Delivery in Kenya}}
		,
	author={{
			SC RKorir
		} and {
			JRotich
		} and {
			JBengat
		}}
		
		
		
	
	
		,
	journal={{European Journal of Research and Reflection in Management Sciences}}
		2056-5992
		
			3
			4
			,
	year={2015. 2015}
		
	

}

@incollection{b21,
	
	
		,
	title={{Challenges Affecting Devolution of Public Sector Services in Local Authorities in Kenya: Case of County Government of Kericho}}
		,
	author={{
			VCKorir
		}}
		
	
	
		,
	journal={{Unpublished MBA Project}}
		
			,
	year={2013}
		
	

}

@book{b22,
	
	
		,
	title={{Service Quality Practices in Public Healthcare Facilities in Mombasa County, Kenya (Doctoral dissertation}}
		,
	author={{
			HKMbuthia
		}}
		
		
			,
	year={2013}
		
		
			University of Nairobi
		
	

}

@book{b23,
	
	
		,
	title={{Strategic management in the public sector. E-Leader Singapore}}
		,
	author={{
			LMcbain
		} and {
			JSmith
		}}
		
		
		
			,
	year={2010. 2010}
		
	

}

@incollection{b24,
	
	
		,
	title={{A brief review of systems theories and their managerial applications}}
		,
	author={{
			CMele
		} and {
			JPels
		} and {
			FPolese
		}}
		
		
	
	
		,
	booktitle={{Service science}}
				
			,
	year={2010}
			2
			
		
	

}

@book{b25,
	
	
		,
	title={{}}
		10.1287/serv.2.1_2.126
		
		
	

}

@book{b26,
	
	
		,
	title={{Factors Affecting Provision of Quality Service in Public Sector: A Case of Ministry of Immigration and Registration of Persons}}
		,
	author={{
			SWMenge
		}}
		
			,
	year={2009}
		
		
			Doctoral dissertation Kenyatta University
		
	

}

@incollection{b27,
	
	
		,
	title={{An Investment Programme for Economic Recovery Strategy for Wealth and Employment Creation. Government of Kenya}}
		
	
	
		,
	booktitle={{Ministry of Information, Communication and Technology}}
				Kenya
		
			,
	year={2019. 2003}
		
	
	,
	note={National Information, Communication and Technology (ICT) Policy. Government of Kenya}

}

@incollection{b28,
	
	
		,
	title={{Promoting Good Governance in Africa: The Role of the Civil Society as a Watchdog}}
		,
	author={{
			VHMlambo
		} and {
			SPZubane
		} and {
			DNMlambo
		}}
		
		
		10.1002/pa.1989
		
	
	
		,
	journal={{Journal of Public Affairs}}
		
			20
			1
			,
	year={2020}
		
	

}

@book{b29,
	
	
		,
	title={{Assessing Citizens' Perception of Service Quality at Huduma Centres in Nairobi County}}
		,
	author={{
			RMugo
		}}
		
		
			,
	year={2017. 2018}
			,
	address={Kenya}
		
		
			Doctoral dissertation, Strathmore University
		
	
	,
	note={Digital Literacy Programme for Schools -Use of ICTs to Enhance Learning}

}

@incollection{b30,
	
	
		,
	title={{Devolution in Kenya: the good, the bad and the ugly}}
		,
	author={{
			SNgigi
		} and {
			DNBusolo
		}}
		
		
	
	
		,
	journal={{Public Policy and Administration Research}}
		
			9
			6
			
			,
	year={2019}
		
	

}

@book{b31,
	
	
		,
	title={{E-Government for Developing Countries: Opportunities and Challenges. The Electronic Journal of Information Systems in Developing Countries}}
		,
	author={{
			VNdou
		}}
		10.1002/j.1681-4835.2004.tb00117
		
		
			,
	year={2004}
			18
			
		
	

}

@book{b32,
	
	
		,
	title={{Strategic Planning and Implementation Practices at The Kisii County Government in Kenya (Doctoral dissertation}}
		,
	author={{
			JOOpano
		}}
		
		
			,
	year={2013}
		
		
			University of Nairobi
		
	

}

@book{b33,
	
	
		,
	author={{
			SRobbins
		} and {
			TJudge
		}}
		
		
		,
	title={{Organizational Behavior. (14th)}}
				New Jersey
		
			,
	publisher={Pearson Prentice Hall}
			,
	year={2011}
		
	

}

@book{b34,
	
	
		,
	title={{Determinants of Employee Performance in Kakamega County Government (Doctoral dissertation}}
		,
	author={{
			JLWanjala
		}}
		
			,
	year={2019}
		
		
			Kenyatta University
		
	

}

@book{b35,
	
	
		,
	title={{Services Marketing: Integrating Customer Focus across the Firm}}
		,
	author={{
			VAZeithaml
		} and {
			MJBitner
		} and {
			DDGremler
		}}
		
		
		
		
			,
	year={2018}
			,
	publisher={McGraw-Hill Education}
		
	

}