| dc.description.abstract | Kenya's devolved government established by the 2010 constitution places land management
and administration under county government to take information services closer to the general
public. Therefore, this function is a key duty of the Department of Lands, Housing, and
Physical Planning in most Counties in Kenya. Previous studies reveal that most land registries
cannot deliver efficient customer information services. This research aimed to determine the
extent to which institutional factors enhance information service delivery at land registration
in Nyandarua County. It mainly focused on improving information service delivery through
record management technology. New Public Management Theory grounded this study and
adopted the descriptive survey research design. The target group included all 53 staff working
in the land registry: 19 land administration, four housing, 17 surveys and mapping, 12 physical
planning personnel, and the county land registrar. Data was collected using questionnaires and
an interview guide. To address the validity and reliability of the research instruments, a pre-
test was conducted. SPSS was used to analyze the quantitative data, where descriptive and
inferential statistics were employed to summarize information and test hypotheses,
respectively. The thematic method was used to analyze the qualitative data. The study found
that the operations at the Nyandarua land registry were still manual. This resulted in
sluggishness in the delivery services, inaccuracies, poor record storage practices, poor
efficiency and effectiveness in service delivery, client dissatisfaction, and lack of remote access
to services. The Land Registrar in partnership with the County administration should buy and
install relevant records management technology at the Nyandarua land registry to improve
information service performance. The study underscored the essence of embracing records
management technologies in enhancing information service delivery in land registries. | en_US |
