Factors that Influence the Use of Facebook in Service Delivery: A Case of Kisumu County Government, Kenya

Abstract

Organisational communication needs to be effective for organisations to meet their objectives. This study examined Facebook as a communication tool for enhancing government service delivery in Kisumu County. It sought to determine the factors that influence the use of Facebook in service delivery in Kisumu County. The study used a descriptive research design. The population was 307,702 members of the public in Kisumu town. The Krejcie and Morgan tables was used to get the sample size. This study employed mixed methods in data collection which includes administered 399 questionnaires to service seekers and 5 interview guides to service providers in the county. Data analyses involved the utilization of the Statistical Package for Social Sciences (version 26). Descriptive statistics was used to analyze quantitative data, while for qualitative data, a thematic analysis approach was applied, where responses were grouped into themes and sub themes and analyzed Facebook's role in the County Government of Kisumu service delivery was influenced by factors like internet penetration, demographic information, infrastructure, government policies, and economics. This study recommends that the County Government of Kisumu should develop comprehensive initiatives aimed at expanding internet coverage and improving connectivity, especially in underserved areas.