EFFECT OF ICT DEPLOYMENT ON THE OPERATIONAL PERFORMANCE OF KENYA REVENUE AUTHORITY
DOI:
https://doi.org/10.47672/jsm.202Keywords:
ICT deployment, operational performance, Kenya Revenue AuthorityAbstract
Purpose: The purpose of the study was to determine the effect of ICT deployment on the operational performance of Kenya Revenue Authority
Methodology: The research design used for this study was descriptive survey design. The population of this study was top management, middle management and supervisory employees of Kenya Revenue Authority and who have been with the institution for a minimum period of one year. Data was collected by use questionnaires. The questionnaire consisted of structured closed ended statements. Data was analyzed mainly by use of descriptive and inferential statistics. Descriptive statistics included mode, mean, median, standard deviation. Inferential statistical techniques like correlation coefficients were used to draw a causal relationship between the strategic response and performance. Data was presented by use of graphs, pie charts and tables.
Results: Based on the findings, the study concluded that ICT development in KRA management information system is compatible with other systems and flexible enough to support the growth of the firm crucial in assisting employees to enhance their performance. However it is not a significant factor in determining performance of KRA. Adoption of ICT development practices by KRA has increased the access to useful information about best practices of operation. ICT development is important as it enables time saving of operations and increase public access of information. Through ICT KRA has been able to increase their level of transparency.
Unique contribution to theory, practice and policy: Based on the findings, the study recommends that KRA and other public institution have to emphasize on the need to develop their technology and customer relationship management. ICT development is of core importance to many organizations in need of growing successfully and improves efficiency in operations and in serving clients.
Downloads
References
Aboryge-Debrah, K. (2007). Competition, Growth and Performance in the Banking Industry in Ghana. St. Clement's University. Unpublished PhD Thesis.
Adeosun, O., Adeosun, T., and Adetunde, I. (2009). Strategic application of information and communication technology for effective service delivery in banking industry. Journal of Social Sciences, 47-51.
Akaranga, E. M. (2010). The Process and Effects of Performance Contracting in Kenyan Public Sector. MBA Project. United States International University (USIU), Nairobi.
Akintayo, D. I. (2011). Influence of workers` training on reduction of industrial conflict in industrial organizations in South-West Nigeria. Int. J. Human Res. Stud. 2: 23-30.
Allen, T. and Morton, M. (2004). Information Technology and the Corporation of the 1990s, New York: Oxford University Press.
Artley, W. (2001). Establishing Accountability for Performance. Volume 3. Oak Ridge Institute for Science and Education.
Bartram, S. and Gibson, B. (2008). The Training Needs Analysis Toolkit, 2nd ed. Amherst, MA: HRD Press, Inc.
Bertalanffy, L. Von (1962). Democracy and Elite: The Educational Quest. New Currents in Modern Thought, 19: 31-36.
Betcherman, G., McMullen, K. & Davidman, K. (2008). Training for the New Economy: A Synthesis Report, Canadian Policy Research Network, Ottawa, 117
Buhalis, D. (2004). eAirlines: strategic and tactical use of ICT in the airline industry.Information and Management, 805-825.
Buhalis, D. and Law, R. (2008). Progress in tourism management: Twenty years on and 10 years after the Internet: The state of eTourism research. Tourism Management, 609-623.
Burns, A., and Groove, B. (2003). The Practice of Nursing Research: Conduct, critique & utilization. 4th edition. W. B. Saunders Company.
Christensen, J. (2000). IT and business: a history of Scandinavian airlines, Aarhus University Press, Ã…rhus, Denmark.
Cravens, A. (2000). A Parallel Postsecondary Universe: The Certification System in Information Technology. Washington, D.C.: U.S. Department of Education.
DiMaggio, P.J. & Powell, W.W. (1983). The Iron Cage Revisited: Institutional Isomorphism and Collective Rationality in Organizational Fields. American Sociological Review, Vol. 48, No.2, 147-160.
Doganis, R. (2001). The airline business in the 21st century. Routledge, London.
Doug, M. and Scott, W.R. (2004). Organizations and Movements. In Social Movements and Organization Theory, Gerald Davis, Doug McAdam, W. Richard Scott, and Mayer Zald. New York: Cambridge University Press
Dyer, J. H. & Nobeoka,K.(2000) Creating and Managing a High Perfromance Knowledge-Sharing Network: The Toyota Case. Strategic Management Journal 21 345-367
Dyer, J. H. (1997). Specialized supplier networks as a source of competitive advantage: Evidence from the auto industry. Strategic Management Journal,17 (4) 271-292
Emojong, J. (2004). In-service Training Programmes and their effects on the performance of staff at the Uganda Revenue Authority. Unpublished dissertation. Makerere University, Kampala.
Faems, D., Sels, L., DeWinne, S., and Maes, J. (2005). The effect of individual HR domains on financial performance. International Journal of Human Resource Management, 16(5), 676-700.
Fajana, S. (2002). Human resource management: An introduction. 1st edition, Macmillan Publisher, 455-469.
Ferrel, O.C., and Hartline, D.M. (2005). Marketing Strategy, 3ed, Ohio:Thomson.
Garcia, M. (2005). Training and business performance: The Spanish case. International Journal of Human Resource Management, 16(9), 1691-1710.
Gay, L.R. (1981). Educational Research: Competencies for Analysis and Application. Charles E Mairill Publishing Company, A Bell and Howell Company, Collumbus, Toronto; London: Cited in Mugenda OM, Mugenda AG (2003). Research Methods: Quantitative and Qualitative Approaches. Afr. Centre Technol. Studies (ACTS) Nairobi, Kenya.
Ghebregiorgis, F., and Karsten, L. (2007). Human resource management and performance in a developing country. International Journal of Human Resource Management, 18(2), 321-332.
Gholami, R., Emrouznejad, A., and Schmidt, H. (2008). The Impact of ICT on Productivity of Airline Industry. Operations and Information Management. Aston Business School.
Harris, L and Spence, L. J. (2002). The ethics of Banking. Journal of Electronic Commerce Research,3(2), 59 - 66.
Hengst, M., and Sol, H. G. (2001). The impact of information and communication technology on Inter-organizational coordination: Guidelines from theory. Informing Science, Special Series on Information Exchange in Electronic Markets. Retrieved from http://www.businessdictionary.com/
Hyndman, R. J. (2008). Stochastic population forecasts using functional data models for mortality, fertility and migration. International Journal of Forecasting 24(3), 323-342.
Jacobsen, C., Gary, D., Cashman, W. and Tim, J. (2008). Discovering Computers: Concepts for a Connected World. Cambridge, Massachusetts: Course Technology.
Jensen, M. & Meckling, W. (1976). Theory of the firm: Managerial behaviour agency costs and Capital structure. Journal of Financial Economics.
Kenya Revenue Authority Strategic plan (2009). Fourth Corporate Plan, 2009/2010.
Kenya Revenue Authority Strategic plan (2012). Fifth Corporate Plan, 2012/2013.
Kevin, J. (2006). Information technology and sustained competitive advantage: a resource-based analysis. MIS Quarterly,487-505.
Kombo, D.K. and Tromp, D.L.A. (2009). Proposal and Thesis Writing: An Introduction. Paulines Publications Africa.
Kothari, C. (2004). Research Methodology: Methods & Techniques, 2nd edition. New age International Publishers, New Delhi, India.
Kuhn, A. (1974). The Logic of Social Systems. Jossey-Bass, San Francisco.
Kumar,V. & Shah,D.(2004).Building and Sustaining Profitable Customer Loyalty for the 21st Century. Journal of Retailing, 80 (4),317-331
Laudon, C. and Laudon, P. (2007). Management Information Systems. New Jersey. Prentice- Hall.
Lavrakas, P.J. (2008). Encyclopaedia of Survey Research Methods. (Volume 1). Thousand Oaks, CA: Sage Publications.
Li-Hua, X. and Khalil, P. (2006). Review: the resource-based view and information systems research: review, extension, and suggestions for future research. Management, 131-136.
Lyod, L. and Reynolds, G. (1994). Labour economic and labour relations: 4th edition, New Jersey: Prentice Hall.
Manimala, M. J. (2011). Entrepreneurial Heuristics: A Comparison Between High PI (Pioneering-Innovative) and Low PI Ventures. Journal of Business Venturing, 7, 477-504.
Mareta, N.C. (2007). The Strategic Response of Glaxosmithkline Pharmaceuticals towards competition in Kenya. Unpublished MBA Thesis. University of Nairobi
Meyer, J.W., and Rowan, B. (1991). Institutionalized Organisations: Formal Structures as Myth and Ceremony. American Journal of Sociology, Vol. 83, No. 2, 340 - 363.
Mugenda, O.M., and Mugenda A.G. (2003). Quantitative and Qualitative Approaches (2nd ed.). Nairobi: Acts Press
Mutua, C.K. (2010). Strategic Responses by the Deposit Protection Fund Board to Changes in the External Environment. University of Nairobi: Unpublished MBA Project.
Newing, H. (2011). Conducting Research in Conservation: Social Science Methods and Practice. New York: Routledge
Njihia N.N. (2009). Strategic responses of Kenya Commercial Bank limited to changes in the Kenyan banking industry. Unpublished MBA Project. University of Nairobi.
Odongo, T.O. (2008). Strategic Responses by Kenya Tourist Development Corporation to Changes in its Environment. University of Nairobi: Unpublished MBA Project.
Olaniyi, A. A.(2006). Manpower development and training in work organization: Case study of Nigerian Breweries Plc. Unpublished ME.D Project, University of Ibadan, Ibadan.
Ombok, F.S.A. (2009). Response Strategies of International Non-Governmental Organizations in Nairobi to Changes in the Macro Environment. University of Nairobi: Unpublished MBA Project.
Omole, M.A.L. (2004). Training and re-training: A variable of technological development. J. Indust. Edu., 14(2): 76-85
Pfeffer, J., and Salancik, G. R. (1978). The External Control of Organizations: A Resource Dependence Perspective. New York: Harper & Row.
Polit, D. F. and Beck, C.T. (2003). In Nursing Research: Principles and Methods. (7th Edition) (413-444). Philadelphia: Lippincott Williams & Wilkins.
Poon, A. (2003). Tourism, technology and competitive strategies. Oxford: CAB International.
Porter, M. (1980). Competitive strategy: techniques for analysing industries and competitors. New York, NY: Free Press.
Porter, M. (1995). Competitive Strategy, New York, NY: Free Press
Prahalad, C.K. and Hamel, G. (1990). The core competence of the corporation. Harvard Business Review May-June, pp. 79-91.
Rosner, R. (2009). Training is the answer "¦ but what was the question? Workforce, 78, 42-50.
Saunders, M., Lewis, P. and Thornhill, A. (2009). Research methods for business students. (5th Edition). London: Prentice Hall.
Smith, R. (2004). Exploring the usefulness of a conceptual framework as a research tool: A researcher's reflections. Issues in Educational Research, Vol 14, 2004, University of New England.
Thompson, K. and Strickland, C. (2002). Strategic Management: Concepts and Cases, Irwin, New York
United Nations. (1999). Transparency and Accountability in Government Financial Management. Department of Economic and Social Affairs. Division for Public Economics and Public Administration
Wairimu, C.M. (2008). Strategic Responses of Barclays Bank of Kenya Limited to Challenges in the External Environment. University of Nairobi: Unpublished MBA Project.
Werthner, H. and Klein, S. (2005). ICT"enabled Innovation in Travel and Tourism. Innovation and Product Development in Tourism.
Yousaf, H. (2008). Emission trading scheme: risks & strategies for the Norwegian petroleum industry.
Zikmund, G.W., Babin, B.J., Carr, C.J. and Griffin, M. (2010). Business Research Methods 8th ed. South-Western, Cengage Learning
Downloads
Published
How to Cite
Issue
Section
License
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution (CC-BY) 4.0 License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
