Electronic Human Resource Training and Service Quality Delivery in Public Universities in Western Kenya

Abstract

Automating Human Resource (HR) tasks and practices is transforming the traditional paper-and-pencil, labor-intensive HR tasks, into efficient, fast-response activities that enable organizations to minimize operational costs and create a much-needed competitive advantage. Even though the e-training concept is widely used today, there is a missing link between the e-training practice and service quality delivery in public universities in Western Region of Kenya. The study used mixed methods research design which included exploratory, correlational and survey research designs. The target population of this study comprised of 5,467 staff and student leaders drawn from the six (6) public universities. Accessible population comprised of 360 respondents drawn from teaching and administrative staffs. Purposive sampling method was used for sampling Human Resource Officers and student leaders while stratified random sampling was used for sampling teaching and administrative staff. The study used structured questionnaire for data collection from the teaching and administrative staff; interview schedules for collecting data from HROs, while nominal group discussions were used on student leaders. The results indicated that electronic human resource training management had a significant positive influence on service quality delivery (íŸ = 0.576; p < 0.05); and that organizational factors do not have significant moderation effect on the relationship between e-training management practices on service quality delivery (íŸ = -0.030; p > 0.05).The study recommends that management of public universities in Kenya upgrade their commitment towards supporting implementation of e-recruitment practice; review policies so as to align them with the changing technological environment to realize better quality service delivery and also create supportive  organizational environment to enhance use of e-training.