Citation :

Everlyne Akinyi, Janet Muthimi, "Strategic Drivers: Issues to Resolve for Effective Service Delivery at the National Police Docket, Nairobi City County, Kenya," International Journal of Economics and Management Studies, vol. 13, no. 4, pp. 23-35, 2026. Crossref, https://doi.org/10.14445/23939125/IJEMS-V13I4P102

Abstract

In light of the ongoing reforms to improve service delivery in the National Police Service, it is noteworthy that citizens persist in reporting issues such as delays in responses, a lack of professionalism, and restricted access to timely and quality policing services. This study examines how technological initiative impacts service delivery within the national police service in Nairobi City County, Kenya. This study is grounded in the following frameworks: SERVQUAL and the Technology Acceptance Model (TAM). A descriptive research design is implemented covering five police stations: Central Police, Kariokor, Ngara, Pangani, and Kamukunji. The target population consists of 5,132 police officers, with a sample of 370 participants selected using purposive, stratified, and systematic sampling. A semi-structured questionnaire is considered important in data gathering. In this study, a pilot study facilitates evaluation of the instrument in addition to validity and reliability. Descriptive, inferential statistics, Pearson correlation, and multiple regression analysis are employed to examine the impact of the independent variable on the dependent variable. The findings are displayed using frequency tables, charts, and graphs. The study finds that technological initiatives have a positive and significant effect on service delivery, with the conclusion that technological initiatives help in improving efficiency and effectiveness, as well as faster information access that aids in the enhancement of service delivery. The study recommends enhanced training of employees, increased automation, and more effort towards continuous improvement. Future research may consider targeting the citizens for more feedback that will advance service delivery by the NPS.

Keywords

National Police Service, Service Delivery, Strategic Drivers, Technological Initiatives.

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