THE EFFECT OF INFORMATION QUALITY ON SERVICE DELIVERY OF STATE CORPORATIONS IN KENYA

Abstract

This study intended to unravel the influence of information quality on service delivery of state
corporations in Kenya. The motivation of the study was out of unresolved number of research
gaps which could only be addressed through an integrated conceptual model testing on how
information quality could individually affect service delivery of state owned entities. The Fourth
Industrial Revolution Theory and Diffusion of Innovation (DoI) Theory guided the
conceptualization of the investigation. To achieve the study objective, positivist philosophy was
applied since only factual knowledge that was gained through observation and measurement was
relied on. Descriptive cross-sectional technique was used to gather comprehensive information
about all the 178 state corporations in Kenya at a span of five years since 2013 to 2018. Primary
and secondary data were collected through administering structured questionnaire and from
annual performance contract reports respectively. The analysis established that 37.8% of
variations in service delivery of state corporations in Kenya are explained by the changes in
information quality. The findings of this study can be utilized by all staff cadres in embracing
information quality to foster knowledge that facilitates service delivery of state corporations.
Based on the results of this study, the government through relevant ministries and other
stakeholders in the state corporations sector should develop appropriate policies in an attempt
to organize quality information systems that in turn enhances information quality that supports
networking and sharing of credible information about current customer needs and trends.
Key words: Information Quality, Service Delivery, State Corporations and Kenya