Summary
Examining Influence of IT Based Security Management on Service Delivery in Taxicab Operators in Kenya.
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Authors
Alhaji Alpha Tejan-Cole
Dorothy Kirimi
Michael Kiama
Abstract
In Kenya, particularly Nairobi, major taxi operators are leveraging technology to boost service quality. However, the implementation of technological solutions in the transport industry, especially in Africa, is confronted by various challenges, including unstable electricity, poor internet coverage, and others. Nonetheless, in Kenya, over 25 companies have technological solutions integrated into their operations. The general objectives was to determine the influence of influence of IT based security management on service delivery in taxicab operators in Kenya. The target population was the active drivers registered with Uber and Bolt within Nairobi City County. A sample size of 138 drivers was targeted out of which response rate was 73.2% (101 respondents). A semi-structured questionnaire wad used for collecting data. The data was analyzed by computing the frequencies and percentages. Correlation and regression analysis of the data was also done based on the objectives of the study. Tables, graphs, and pie charts were used to present the results. Findings revealed IT based security management has a significant positive effect on service delivery. Management and automated route navigation significantly affects service delivery positively. The study concludes that not every technological applications adopted by taxicab operators has a significant influence on service delivery. Part of the recommendations of this study is for taxicab operators to have their apps fortified with the latest security features for protecting drivers’ and customers’ information from cybercriminals/hackers, in order to increase customers’ trust in their services.