lOMoARcPSD|43251761

EFFECT OF INFORMATION TECHNOLOGY ON THE

SECRETARIAL JOB PERFOMANCE IN TIVET

INSTITUTION: A CASE STUDY OF KIMASIAN

TECHNICAL AND VOCATIONAL COLLEGE, KERICHO
COUNTY

NAME: CHELANGAT LINE

DSS/022/21S

A RESEARCH PROJECT SUBMITTED IN PARTIAL

FULFILMENT OF A
DIPLOMA IN SECRETARIAL STUDIES FACULTY OF
BUSINESS AND ECONOMICS

KIMASIAN TECHICAL AND VOCATIONAL COLEGE

DATE OF SUBMISSION: JULY 2024

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DECLARATION
I declare that this research project is my original work and has not been presented to any other
institution known to me.
NAME REG NO SIGN
CHELANGAT LINET DSS/021/21S …………..
RECOMMENDATION
This project has been submitted with the approval of the college supervisor.
Madam Hilda
SIGN: ………………. DATE: ………………

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DEDICATION
This research study was dedicated to my loving parents for their moral and financial support, my
supervisor and fellow colleagues who have been so supportive through the entire research.

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ACKNOWLEDGEMENT
I wish to acknowledge in a special way the support and blessings of God the Almighty for giving
me the ideas, resources and strength of pursuing my diploma course. Secondly, I wish to register
my sincere appreciation to my supervisor Madam Hilda for his helping hand in this research
project. I also acknowledge the lecturers in the faculty of Business and Economics, department
of Secretarial Studies for their commitment to their work. I am grateful to them for making me
more knowledgeable and better equipped workforce. Finally, I appreciate my family members,
friends and colleagues for their economic and social contribution towards my research project.

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TABLE OF CONTENTS

Contents
DECLARATION........................................................................................................................................ii

RECOMMENDATION..............................................................................................................................ii

DEDICATION...........................................................................................................................................iii

ACKNOWLEDGEMENT.........................................................................................................................iv

TABLE OF CONTENTS...........................................................................................................................v

ABSTRACT.............................................................................................................................................vii

ABBREVIATIONS.....................................................................................................................viii
1.0 INTRODUCTION....................................................................................................................1
1.1 BACKGROUND TO THE STUDY.........................................................................................1
1.2 STATEMENT OF THE PROBLEM........................................................................................2
RESEARCH OBJECTIVES...........................................................................................................2
General objectives..........................................................................................................................2
Specific objectives..........................................................................................................................2
1.4 PURPOSE OF THE STUDY...................................................................................................3
1.5 SIGNIFICANCE OF THE STUDY.........................................................................................3
1.6 SCOPE OF THE STUDY........................................................................................................4
1.7 RESEARCH QUESTION........................................................................................................4
1.8 DEFINITION OF TERMS.......................................................................................................4
CHAPTER TWO............................................................................................................................6
2.0 LITERATURE REVIEW.........................................................................................................6
2.1 INTRODUCTION....................................................................................................................6
CHAPTER THREE......................................................................................................................12
3.0 RESEARCH METHODOLOGY...........................................................................................12
3.1 RESEARCH DESIGN...........................................................................................................12
STUDY AREA AND TARGET POPULATION..........................................................................12
3.3 SAMPLING DESIGN............................................................................................................12
3.4 DATA COLLECTION INSTRUMENTS...............................................................................13
3.5 DATA COLLECTION PROCEDURES.................................................................................13

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3.6 DATA ANALYSIS AND PRESENTATION..........................................................................13

3.7 VALIDITY AND RELIABILITY OF THE INSTRUMENTS...............................................13
CHAPTER FOUR........................................................................................................................15
4.0 DATA PRESENTATION AND ANALYSIS..........................................................................15
4.1 QUESTIONNAIRE RETURN RATE....................................................................................15
4.2.1 DEMOGRAPHIC DATA OF THE RESPONDENTS........................................................15
4.4 RESPONSE ON INFLUENCE OF EXTERNAL FACTORS ON THE EFFECTIVENESS
OF COMPUTERIZED IS............................................................................................................19
4.5RESPONSE ON THE INFLUENCE OF INTERNAL FACTORS ON THE
EFFECTIVENESS OF CIS..........................................................................................................20
4.6 DISTRIBUTION ON RECOMMENDATIONS MADE.......................................................21
CHAPTER FIVE..........................................................................................................................23
5.1 SUMMARY............................................................................................................................23
5.2 CONCLUSION......................................................................................................................24
5.3 RECOMMENDATION..........................................................................................................25
6.1 BUDGET................................................................................................................................26
6.2 CONSENT FORM.................................................................................................................27
6.3 QUESTIONNAIRE................................................................................................................28
REFERENCE...............................................................................................................................29

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ABSTRACT
Information Technology that is formally known as modern office machines are widely been used
in our offices today. It is usually been used in order to facilitate office work and reduces labour
cost. The aim of this study is to determine the extent the Information Technology (IT) has helped
the secretary in the dissemination/execution of his or her daily routine works. Prior to the
technological development in offices, clerical works were done manually. But today the
invention of some equipment such as word processor, computer, electronic typewriter, facsimile
transceiver, accounting machines and telephone etc. The purpose of this study is to investigate
into the secretarial profession in order to find out the effects, which the use of these modern
office equipment have on the job performance of the secretary. And in order to determine these, I
designed questionnaires, which were distributed to secretaries and their boss. After analyzing
their responses, I found out among others that modern office machine enhances the efficiency of
the secretary. I also found out that secretaries were satisfied with their job because they are now
using modern office equipment. Based on my findings, I recommended that business
organizations that are still making use of obsolete gadgets should replace them with the modern
office machines in order to enhance the job performance of their secretaries. I also recommended
that institution of higher learning should procure this modern equipment to be used in the
training prospective secretaries. The scope of this research work is limited to some business
organizations in Kericho County.

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ABBREVIATIONS
IBM- International Business Machine
CIS- Computerized information system
ICT-Information communication technology
IT-Information technology
IS-Information system

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CHAPTER ONE
1.0 INTRODUCTION
1.1 BACKGROUND TO THE STUDY
According to the topic, the key word Secretary comes from Latin word “Secret”. Originally, it
means one entrusted with the secrets and confidences of a superior. Personal Secretary, being a
skilled and specialized type of employee in an establishment is entrusted with some aspects of
organizational functions in the unit including dealing with people, correspondence and other
business matters, especially private or confidential matters. Secretarial profession had started as
far back as 1920. Prior to the advent of Technological facilities improvement, such as computer,
word processor, and Electric typewriter etc. Secretaries used reed pen in taking shorthand
dictations, processing minutes and letters that rather makes their job boring and less interesting.
During the industrial revolution at the turn of the century, businesses offices faced a paper-work
crisis. And Secretary solved the crisis by adapting well to new technologies such as adding and
calculating machines, telephone and electric typewriter. Today, secretaries who are also known as
administrative assistants, office co-coordinators, executive assistants etc, are using computers,
Internet and other advance office technologies to perform vital “Information management”
functions in the modern office. Secretaries no longer simply type correspondence for the boss.
But now, they often write that correspondences as well as plan meeting organize data using
spreadsheet and database management.
In 1960’s the Information Technology came into existence, and it is a set of standards covering
all processes involved in the development of an integrated computer database management.
Information system that are used today by the secretaries in the normal execution of their routine
works.
The evolution of Information Technology (IT) was traced back to the age of Abacus Computer by
the Egyptians around, 3,000 BC. It was used for the systematic calculation of the arithmetic and
numeric operations. At the sometime “the Boroughs Machine” has been developed to hold
business information. Later, Charles Baybge developed a machine known as “Analog
Computer”, this device has provision for input data, storing information, performing arithmetic
operations and printing out results.
In 1970’s, the fist small computers known as “minis” and “Midis” were available which used
floppy disks, Unix for storage of information and display of information that has been stored in

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the system. These mini-Computers include IBM PC, Electric typewriter, Word processor and
Apple computers. This information technology development had improved communication,
unlike before whereby information were delivered through post office, which consumed a lot of
time. But today with aid of information technology you can reach somebody anywhere in a
matter of a minute without much stress.
In those days, there was nothing like inter-com telephones that can linked various units or
departments in an organization in order to save personal secretaries time and energy spent in
running errands within the organization. As against the traditional office, the modern office has a
lot of activities to perform with help of modern office machines. Moreover, these information
technology gadgets act as an important tool in secretary’s job and minimize likely fraud, which
could arise from numerous mathematical calculations done in the office. And the result to a
greater output than that of a secretary using manual equipment. This development in Information
technology has improved he effectiveness of secretaries in attaining their objectives in various
organizations.
1.2 STATEMENT OF THE PROBLEM
The problem of this study is to determine the extent the modern office equipment has helped the
secretary in the performance of her duties. In solving this problem, the researcher would
investigate the following areas :( a). The job satisfaction the secretary derives from the use of this
modern office equipment in performing her duties. (b). The quality and accuracy of work done
using the equipment. (c). The amount of time needed to perform a task using the equipment. d.
Reduction of cost brought about by the installation of these modern office machines.
RESEARCH OBJECTIVES
General objectives
To assess the effect of information technology on secretarial job performance TVET institutions
in Kenya.
Specific objectives
Specifically, the objectives sought to:
i. Determine how computerized IS help management in getting the required
information for controlling activities in public institutions.

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ii. Assess the effect of computerized IS in facilitating decision making process in

public institutions providing all levels of management with accurate and timely
information.
iii. Assess the customer service satisfaction on service delivery using computerized
IS.
iv. Assess the influence of personal factors on effectiveness of computerized IS on
quality service delivery.
v. Identify the relationship between service delivery and the form of system adopted.
vi. Investigate the relationship between internal factors and computerized IS.
vii. Establish the relationship that exists between external factors and effectiveness of
computerized IS.
1.4 PURPOSE OF THE STUDY
1. The purpose of information technology (IT) is to improve and control communication flow
within an organization and outside the organization.
2. To find whether these machines actually improve their productivity.
3. To find out whether the training received at school by secretaries is adequate to enable them
perform in an automated office.
4. To determine the level of experience of the secretary.
1.5 SIGNIFICANCE OF THE STUDY
The trends in use of Modern machines and growing urge of everybody to known and experience,
to enjoy the distinctive features of a technological society are rapid. This had instigated the
researcher to have vested interest in this topic so as to find. Out how satisfied the secretaries that
are using these modern office machines are and how efficient they use them in their work places
to reduce their manual operations and physical activities in offices. The outcome of this study
will be beneficial to the following:
1. To secretaries, because it will create tremendous impact on their duties.
2. To the suppliers of this modern office machines, as this will fetch them money, if their
product’s performance creditable.
3. To prospective secretaries who are yet to join the labour force to become aware of the
importance of possessing a mastery of skill of Information technology equipment.

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4. To the readers of this work especially to students because it will be a source of added
knowledge to them.
1.6 SCOPE OF THE STUDY
The researcher restricted her work on the effect of information Technology on the secretarial
profession, to some governmental and non- governmental organizations in Kericho County. Such
as
1. Banks
2. Learning institutions
3. Non-governmental institutions
1.7 RESEARCH QUESTION
The following questions were designed by the researcher to make her reach precise conclusion.
1. Do information technology machines aid secretary in performance of her jobs?
2. Does information technology influence secretarial job?
3. Are the orientations and training acquired by the secretaries enough, to enable them use
this information technology equipment efficiently and effectively?
4. Do information technology machines replace the work of secretaries in an organization?
5. Do secretaries derive job satisfaction from the use of these modern office gadgets?
6. Does the use of information technology equipment enhance the secretary’s job output?
7. Do companies or organizations benefit from the use of information technology equipment?
1.8 DEFINITION OF TERMS
In respect of this study, the following terms are defined and explained in order to understand the
full meanings by the reader:
1. INFORMATION TECHNOLOGY (IT)- These are the more mechanized machines that
have been using in the modern offices, e.g. word processor, computer services and other
electronic machines that required at least fewer human efforts.
2. DATA BASE (DB) - It refers to a group of related records and files. Libraries mostly
keep database to help them manage their collection of books. A computer-based allows
you use a database more efficiently than you would have imagined using paper records.
3. INTERNET: The Internet, which is a worldwide network that are interconnected. It
provides the following on-line services:

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4. ELECTRONIC MAIL (E-mail) – Allows you to send and receive messages to and from
any computer connected locally or internationally to the Internet via a service provider.
5. WORLD WIDE WEB (WWW) – This is graphical interface based on the multimedia
framework that makes it possible to have text, picture, video and sound on the pages to be
accessed. Surveying the Web can be a pleasurable experience when visiting the sites of
companies and even individual on the net, discovering new ideas and meeting new
friends.
6. EVOLUTION: This process of developing into a different form. Something that works
out gradually. The development of some modern office’s machines have under gone
many ages before the era of this technology which we are in today, i.e. from the age of
Digital to Analog computer.

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CHAPTER TWO
2.0 LITERATURE REVIEW
2.1 INTRODUCTION
Technology has led to an interconnected and interdependent world. The scenario has influenced
the developed secretaries without borders, thus enabling globalization of secretaries and
secretarial services. Hence, at the mere press of a button, one can have instantaneous access to
global information for various purposes. It is indeed a golden opportunity for secretaries and
particularly secretarial profession to draw from the ocean of global administrative support
information for nation building and at the same time contribute to Global Secretarial Profession.
The accelerated adoption and use of technology has resulted in the globalization of information
and knowledge resources of the secretarial profession. “Bibliographic databases, full-text
documents, and digital library collections are now available to users” (Chisenga, 2004)
Harnessing the power of Technology through Secretarial Profession is therefore a necessity that
do not require argument, due to the fact that secretarial profession is charged with Administrative
Support activities, responsible for directing services regarding Records Management, Secretarial
Support, Telephone Service, Cell phone Service, Pager Services, Mail, Front Desk Reception and
Messenger Service as well as Printing and Copying. The Records Management program
provides for records retention schedules, microfilming, maintaining a records centre, and
reviewing the office filling systems. These operations are the responsibilities of professional
secretarial staff. Without proper adoption and harnessing the capabilities of technology, the
secretarial profession will not yield an effective/desirous performance in any organization.
The task of managing any organization effectively, be it public or private, profit or non-profit
making is arduous and depends, to a large extent, on the knowledge of the manager. But the bulk
of the blame often stops at the secretary’s table, because the Secretary is one of the major tools
through which an organization can be managed effectively. Hence, for any organization to
function well there is need for the Secretary to be physically and mentally capable to harness the
power of modern technologies through career development in secretarial profession.
Since each organization nowadays depends on technology and the role of the secretary as being
integral for its effective management, the secretary’s importance in an organization is real.
Therefore, this calls for the adaptation of technology in order to meet up with modern
technological revolution and the Transformation Agenda. Transformation of the Secretarial

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Profession entails embracing new changes, new shift in technology and also removing the
barriers that encumber the progress of secretaries at work places.
Surely, the advent of technology has tremendously improved the job of a secretary. The impact
is great as there has been significant shift from the old methods of processing documents to the
modern types where documents are processed with ease using sophisticated machines.
2.2 An Over View of the Secretarial Profession
The Secretarial Profession is one under which Secretaries are trained. Like other professions:
Accounting, Public Administrators, Law, Medics, etc, it is governed by some set of rules, ethics,
qualifications, technologies and methodology which guides Secretarial practices and training.
The profession began humbly and improving to modernity. It started from the application of
functions which were secretarial in nature such as Tea-boy, Stenographing, Office attendant etc.
with less concern for proficiency. Some of such people went back to school and therefore
specialized in the art of shorthand writing, typewriting, and improved on their written and spoken
language. Thus, this led them to parity with others in the office. Soon they became versed in the
specialized aspect of the office. They began taking minutes of meetings, taking records of
events, receiving visitors and reminding the boss of events that could have been forgotten. With
this, came planning, coordination and organizing the duties of the boss. At this space,
proficiency in the use of modern machines such as the electric typewriter, computer and many
others gradually came in slowly to distinguish from typist and stenographers.
Stenographer is “one who takes dictation, write in shorthand and transcribes with a typewriter;
and a typist is a worker who works with the typewriter to produce a document in the form of
copying out what he/she had been given to do depending on instructions before embarking on
any job”. (Whitehead, G. 1979).
2.3 Some Views about the Secretary
According to Albert, (1974) “A Secretary is a person with greater ability to make judgments and
exercises initiative”. He may relieve the boss of routine and administrative duties. Hanna,
(1993), defines a secretary as “an employee of an organization who possesses the skills of
typewriting and shorthand and is knowledgeable, capable of managerial organizational
techniques”.
The Secretary, apart from being capable of using his/her initiative must also be capable of using
office machineries/equipment.

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2.4 Conceptualizing Technology

In the emerging Electronics complex, Technologies form part of a constellation of Secretarial
Profession, it consists of various sub-groups such as Computers, Components,
Telecommunications, Consumer electronics and other Office devices. Expectedly, the
developments in the electronics composite have had pervasive impact on the rate and direction of
technological change, not only in this Profession, but across virtually all other Professional areas.
In the process, it has brought about pervasive techno-economic and social changes in Secretarial
institution. The growing applications of robotics, media electronics, optical fibres and digital
networks, are generic radical technological innovations. The nature of response and the
challenges of these technologies are equally fundamental, because generic technical innovations
alter the fundamental nature of professionalism and teaching. In trying to assess the power of
Technology in the Secretarial Profession, a clear distinction is necessary between the block of
history broadly classified as past and present.
and be plan-conscious. In this regard, a memory aid to help the Secretary to Plan work, carry out
assignments, enhance effectiveness and efficiency is desired. Hence, the need to Harness the
Power of Technology through Secretarial Profession.
Again, with the evolution of Information Technology, the office has experienced a radical change
from the stressful one that is full of challenges to a less stress, time saving, leading to efficiency
and mastery of the technological equipment and all the benefits that come along with it.
Technology enables the Secretary to use new trends in Communication Technology with
authority, therefore, problems associated with mailing in the past, have been eliminated by the
electronic mail (e-mail). All forms of letters, memos and reports can now be relayed through the
internet to those outside the office domain or through the use of network.
Network and Web applications become more and more significant, the importance of relational
database management systems also increases. Selecting the right one for your needs is essential
to ensure the quality and proper performance of your application. Microsoft SQL (structured
query language) is one option that many Secretaries may select. This technology is about Oracle
Other complementary technologies:
(i) Software technologies for distributed information processing;
(ii) Information technology components and subsystems such as semi-conductors,
microsystems peripherals;

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(iii) Web browsers and servers

(iv)Multimedia systems (integrated personal systems)
2.5 SECRETARIAL PROFESSION AND TECHNOLOGY
Change has been acclaimed to be the only thing that remains permanent forever. As
transformation continuous, everything about Secretarial Profession including Practices,
Principles, Ethics, Morals, Technologies etc. changes alongside with it. Just like other profession
are also been evolving compatible with the changing world.
The Secretarial Profession is not an exception in this regard. In the last decade, the profession is
also passing through its transformation. Information technology has contributed so much to this
revolution. The launching of transformation agenda has repositioned the secretarial
responsibility particularly with the advent of the mobile phone, e-mail, SMS, MMS, facsimile;
internet e.t.c has made communication and job easier for the secretary, thereby saving precious
time, money and laborious hours. It is now easy to store and retrieve data/information.
2.6 ROLE OF INFORMATION TECHNOLOGY IN GROWTH OF SECRETARIAL
PROFESSION
From www.new-technology-world.com, Information technology refers to “the management and
use of information using computer-based tools. It includes acquiring, processing, storing, and
distributing information”. Most commonly, IT is a term used to refer to business applications of
computer technology, rather than scientific applications. This term is used broadly in business to
refer to anything that ties into the use of computers.
Mostly, organizations nowadays create data that can be stored and processed on computers. In
some cases, the data must be input to computers using devices such as keyboards, scanners in
other cases the data might be created electronically and automatically stored in computers.
Secretaries generally need to purchase software packages, and may need to pact with IT
businesses that provide services such as hosting, marketing websites and maintaining networks.
However, larger organizations can consider having their own IT staffs to develop software, and
otherwise handle IT needs in-house. For instance, Federal government offices are likely to
comply with requirements relating to information accessibility. www.articles888.com “The
constant upgrade in information technology, along with increasing global competition, has lead
to introduction of new organizational network structures that hold survival and growth in an
environment of growing complexity”. Effective implementation of information technology

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would decrease liability by reducing the cost of expected failures and increases flexibility by
reducing the cost of adjustment. The professional reaction to the technological environment
remains to be the vital determinant for its effectiveness. The capabilities and flexibilities of
computer-communication systems make them gradually more appropriate to the profession by
being able to respond to any specific information or communication requirement.
Information Technology is having impact on all professional and non-professional services. It is
affecting workers at all levels of organizations, from the executives to middle management and
clerks. Information technology is increasingly becoming a basic factor of all types of
technologies such as craft, engineering, routine, and non-routine.
The advances in information technology would result and lead to new, concentrated
organizational structures, as it enables organizations to respond to the new and urgent
competitive forces by providing effective management of interdependence.
2.7 CHANGE BROUGHT BY TECHNOLOGY TO SECRETARIAL PROFESSION
As can be deduced from the foregoing discussion, there is no doubt that the secretarial Profession
has undergone some metamorphosis in the area of automation. There has been a radical drift
from the era of manual typewriters, duplicating machines, stencil cutting machines that were
used in the past. The present-day secretary uses sophisticated machines and equipment’s capable
of performing multiple tasks with ease.
In furtherance, it is a known fact that every transformation comes with its challenges. The
challenges confronting the secretarial profession in the technologically dynamic world include
the following:
(i) Displacement of the secretary;
(ii) High cost of procurement and installation;
(iii) Insecurity of data
Displacement of the Secretary- the Secretarial Profession is faced with the displacement of its
practitioners who could not fully transform and adapt or switch to the current trends of
technological innovation.
High Cost of Procurement and Installation – procurement and installation of automated
equipment is capital intensive.
Insecurity of data – technologies particularly computers are used to invade Individuals, Public
or National privacy.

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2.8 CONCEPTUAL FRA8MEWORK

Fig 2.8 Conceptual framework

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CHAPTER THREE
3.0 RESEARCH METHODOLOGY
3.1 RESEARCH DESIGN
The research design that was used in this study was a case study at STTI. According to Sheran B
Merriam (2009) case study offers a means of investigating complex social units consisting of
multiple variables of potential importance in understanding the phenomenon. This study was
used because of the nature of the research problem and the questions being asked. Case study
was the best plan for answering the research questions; its strength outweighs its limitations.
STUDY AREA AND TARGET POPULATION
3.2.1 Study area
The study was carried out in Kenya, Kericho County at Kimasian Technical and Vocational
College. Erich County is located in Eastern Part of Kenya and borders to Uganda Kericho
County is surrounded by three counties namely: Nakuru county Bomet County and Narok
County. Kimasian Technical and Vocational College has advanced to become one of the regional
leaders in providing quality training, applied research and extension and entrepreneurship skills
that are responsive to market demand. The institution is currently in collaboration with Total
Technical in research and development engineering and science courses. Kimasian Technical is a
public institute located on the Chepseon to Kedowa highway just out of Kedowa Centre. The
institute has a number of nine department including five computer labs and an ICT Centre for
internet access. The college has a student population of about 2000 students spread across the
nine academic departments.
3.2.2 Target population
According to Burns and Grove (2003), the target population is the entire aggregation of respondents
that make the designated set up criteria. The target population in this study included the management,
students, teaching and non-teaching staff at STTI.

3.3 SAMPLING DESIGN

A sample design is a design or writing plan that specifies the population frame, sample size,
sample selection and estimation method in detail. In this study, simple random sampling of the
probabilistic sampling design will be used for the selection of the members. This method was

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chosen because it was to provide easy access to respondents. It was advantageous because it was
simple, practical, economical, and quick and required an elaborate sampling frame.
The respondents were chosen among the management, students, teaching staff and non-teaching
staff at the time the researcher was present. Random samples were most likely to yield a sample
that truly represented the population as each member had an equal and independent chance of
being selected.
The distribution of the respondents was as follows:
Table 3.3 DISTRIBUTIONS OF RESPONDENTS
RESPONDENTS TOTAL
Management 15
Students 55
Teaching staff 20
Non-teaching staff 10
TOTALS 100

3.4 DATA COLLECTION INSTRUMENTS

The study adopted a questionnaire method in carrying out this study. The use of questionnaires
was justified because there was an effective way of collecting the information from the
population in a short period of time and at a reduced cost. The questionnaire also facilitated
easier coding and analysis of data collected Kothari (2004). The questionnaires contained both
closed ended and open-ended questions.
3.5 DATA COLLECTION PROCEDURES
The questionnaires were personally administered by the researcher based on a drop and pick after
an hour basis. This method of administration was preferred because it had a higher response rate.
3.6 DATA ANALYSIS AND PRESENTATION
Data from all questionnaires was coded to insource completeness and accuracy. The data was
analyzed through the use of descriptive statistics such as mean, median, standard deviation,
frequency and percentages. The computer application package for Microsoft word and excel was
used to aid in the analysis and presentation. The data was presented by use of tables, bar graph
and pie charts.
3.7 VALIDITY AND RELIABILITY OF THE INSTRUMENTS
Validity was done to establish the standardization of the research that was used in the study.
Validity indicates the degree of accuracy to which an instrument measures what is supposed to be
measured. Validity was tested through expert judgment of research supervisors and statisticians.
Reliability is a way of ensuring that any instrument used for measuring experimental variables
gives the same results every time. Reliability of questionnaires was measured using the test retest
run method.
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3.8 ETHICAL CONSIDERATIONS

Measures were taken to ensure informed consent of respondents in order to protect the rights and
privacy of all respondents. They were approached with an introductory letter. Research was also
done in such a manner that respondents were assured of their anonymity and confidentiality of
their responses. Research respondents were further guaranteed that their individual identities
would not be disclosed.

CHAPTER FOUR
4.0 DATA PRESENTATION AND ANALYSIS
4.1 QUESTIONNAIRE RETURN RATE
Out of the 100 questionnaires that were given out to the respondents 89 were fully filled and returned.
This represented 89% of the response. This was a significant questionnaire return rate adequate for
the study.

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4.2.1 DEMOGRAPHIC DATA OF THE RESPONDENTS

The first section sought to gather the demographic data of the respondents in terms of the
following areas: gender, age, and occupation and education level. The responses were as follows:
4.2.2 Gender of the respondents
The respondents were asked to indicate their gender and the results were as follows.
Table 4.2.2 the respondent’s distribution on gender
Item Frequency Percentage
Male 64 71.9 %

Female 25 28.1%
Total 89 100%

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4.2.3 Age respondents
Table 4.2.3 Age distribution of respondents
Age range Frequency Percentage
15-30 46 51.69%
31-40 18 20.22%
41-50 14 15.73%
51-60 8 8.99%
Above 60 3 3.37%
Total 89 100%

The age bracket showed that 51.69% fall in the age of 15-30 [n=46], 20.22% fall in the age 3140
[n=18], 15.73% fall in the age 41-50[n=14], 8.99% falls in the age 51-60[n=8] and 3.37% falls in
the age above 60. This showed that majority of the respondents’ falls in age 15-30.

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Fig 4.2.3 Pie chart on age distribution of respondents

It is evident that most employees fall between 15-30 years of age.

4.2.4 Occupation
Table 4.2.4 occupation distribution of respondent
Item Frequency Percentage
Students 51 57.30%
Teaching staff 17 19.10%
Non-teaching staff 9 10.11%
Management 12 13.48%
Total 89 100%

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Fig 4.2.4 Bar graph of respondent distribution on occupation

The table 4.2.3 shows that 57.3% [n=51] were students 19.10% [n=17] were teaching staff,
10.11% [n=9] were non-teaching staff and 13.48 were management. This shows that majority of
the population in Total institute of technology are students.
4.2.5 Level of education
The respondents were asked to indicate their highest level of education and results were as
represented in table 4.2.5
Table 4.2.5 Distribution on level of education of the respondents
Level of education Frequency Percentage
Primary 8 8.99%
Secondary 12 13.48%
Tertiary 69 77.53%
Total 89 100%

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Fig 4.2.5 Bar graph on distribution on level of education of the respondents

From the bar graph it is evident that 8.99% [n=8] of the respondents their highest level of
education is primary. 13.48% [n=12] their highest level of education is secondary and 77.53%
[n=69] their highest education level is tertiary. This shows that majority of the people in the
public institution are literate.
4.3 TO ASSESS MAJOR CONSUMERS OF INFORMATION.
Table 4.3 Consumers of information according to respondents
Item Frequency Percentage
Students 80 89.9%
Others 9 10.11%

This shows that 89.89% [n=80] of the respondents believe that the majority consumers of
information are students, since they like to know their fee balance, their academic performance
and any related news to them as students. On the other hand 10.11% [n=9] of the consumers are
others. These findings are due to the fact that students of GIT are the majority and that most of
the time they are in contact with CMIS in terms of fee payment, fee balance, registration,
accommodation, and teaching, exams and exams results.

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Fig 4.3 Bar graph of distribution on users of information

4.4 RESPONSE ON INFLUENCE OF EXTERNAL FACTORS ON THE EFFECTIVENESS

OF COMPUTERIZED IS
Table 4.4 Response on influence of external factors
Factor Strongly Undecided Disagree Strongly Total Total
agree disagree agree Disagree

Factor 4 3 2 1 5 1

There are factors from 22 26 15 10 16 89

external sources towards
CIS

Government policies 20 49 7 1 12 89
interfere with
effectiveness of CIS

Government support 30 45 4 2 8 89
CIS

On whether there are external sources of funds towards the CIS 22[24.72%] of the respondents
strongly agree while 26[29.21%] of the respondents agree. On the other hand, 15[16.85%] of the
respondents were undecided while 10[11.24%] of the respondents disagreed and 16[17.98%] of
the respondents strongly disagreed with the view.
On whether the government policies interfere with effectiveness of CIS 20[22.47%] strongly
agreed and 49[55.06%] of the respondents agreed that the government policies interfere with
effectiveness of CIS. While a small percentage felt that government policies were not interfering
with effectiveness of CIS with7 [7.87%] of the respondents left undecided, while 12[13.48%]
and 1[1.12%] strongly disagreed and disagreed respectfully on this view.

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On whether the government supports the CIS, when asked 30[33.71%] and 45[50.56%] of the
respondents strongly agreed and agreed respectfully that the government supports CIS. The
minority felt that the government does not support CIS with 2[2.25%] and 8[8.99%] disagreeing
and strongly disagreeing respectfully. While 4[4.49%] were undecided.
4.5RESPONSE ON THE INFLUENCE OF INTERNAL FACTORS ON THE
EFFECTIVENESS OF CIS

INSTITUTION

The management fully 31 36 7 6 9 89

supports the implementation (34.83%) (40.45%) (7.87%) (6.74%) (10.11%) (100%)
of CIS

Management is effectively 30 37 6 4 12 89
Using CIS in decision making (33.71%) (41.57%) (6.74%) (4.49%) (13.48%) (100%)

There is qualified ICT 20 25 11 15 18 89

personnel in our institution (22.47%) (28.09%) (12.36%) (16.85%) (20.22%) (100%)

Consumers are satisfied by 35 40 5 6 3 89

effectiveness of CIS on (39.33%) (44.94%) (5.62%) (6.74%) (3.37%) (100%)
Service delivery

Of the 89 respondents, it was found that 23(25.84%) and 36(40.45%) of the respondents strongly
agreed and agreed respectively on the fact that organization policies favor CIS. While
12(13.48%) of the respondents remained undecided, only 8(8.99%) and 10(11.24%) of the
respondents disagreed and strongly disagreed respectively to this fact.
We also found out that 26(29.21%) and 34(38.20%) of the respondents strongly agreed and
agreed respectively that they have sufficient ICT infrastructure in their institution. While
10(11.24%) of the respondents were undecided, only 9(10.11%) and 10(11.24%) of the
respondents disagreed and strongly disagreed to this.
On whether management fully supports the implementation of CIS, 31(34.83%) and 36(40.45%)
of the respondents strongly agreed and agreed respectively. 7(7.87%) of the respondents were
undecided. 6(6.74%) and 9(10.11%) of them disagreed and strongly disagreed respectively.

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30(33.71%) and 37(41.57%) of the respondents strongly agreed and agreed to the fact that
management is effectively using CIS in decision making while 6(6.74%) of them remained
undecided. However, 4(4.49%) and 12 (13.48%) of the respondents disagreed and strongly
disagreed respectively.
On the questions of whether the institution has qualified ICT personnel, 20(22.47%) and
25(28.09%) of the respondents agreed and strongly agreed respectively. 11(12.36%) of them
were undecided while 15(16.85%) and 18(20.22%) disagreed and strongly disagreed
respectively.
We also found out that 35(39.33%) and 40(44.94%) strongly agreed and agreed respectively that
consumers are satisfied by the effectiveness of CIS on service delivery while only 5(5.62%) of
the respondents were undecided. But 6(6.74%) and 3(3.37%) of the respondents disagreed and
strongly disagreed
4.6 DISTRIBUTION ON RECOMMENDATIONS MADE
Table 4.6 Respondents distribution on ICT Implementation recommendation

ITEM FREQUENCY PERCENTAGE

Training 46 51.69%

More IT infrastructure 24 26.97%

Change policies 5 5.62%

Government regulations 6 6.74%

Others 8 8.99%

Table 4.7shows the distribution of respondents when asked to make recommendations on how to
implement information systems in public institutions. Majority of the respondents 51.69% (n=46)
were of the opinion that training be carried out, 26.97% (n=24) indicated that more IT
infrastructure such as more computers to be introduced into the institutions, 5.62% (n=5) felt that
there is need to change the policies that will embrace the use of CIS in public institution. 6.74%
(n=6) had an opinion that the government showed laid down regulations that will oversee the
implementation of CIS. While 8.99% (n=8) had divergent recommendations. Technology
changes and when it does, there is need for the users of the technology to change. This is only
through extensive training in which is a major concern to users of CIS in GIT. Training should be

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a continuous process which is done before, during and even after introducing a system into any
public institution.

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CHAPTER FIVE
5 SUMMARY CONCLUSIONS AND RECOMMENDATIONS
5.1 SUMMARY
The aim of this study was to examine the effectiveness of computerized management information
systems on the quality-of-service delivery in public institutions in Kenya.
Chapter one provides the background of the study which triggered the research to be carried out.
It focuses on the need to embrace ICT owing to the need to effectively and efficiently manage
information while maintaining quality for competitive advantage. The purpose of the study was
to investigate the effect of Information Technology on secretarial job satisfaction
To address these research objectives were to establish whether external, internal and personal
factors affect the effectiveness of ICT. In addition, significance of the study, scope, limitations
and assumptions and definitions of the key terms to the study were also clearly addressed.
Chapter two presents a review of literature relevant to the study.it highlights the views of
scholars borrowed from around the globe on the effectiveness of ICT on the quality service
delivery of public institutions. It also contains conceptual framework that shows the relationship
of the study variables as conceptualized in the study.
Chapter three highlights the methodology that was used in conducting the study. The items
covered here are the research design, study location’ target population, sampling procedures and
sample size determination. The outlines of the study instruments used, instrument reliability and
viability were outlined in this chapter. Procedure adopted in the collection and analysis of data is
also discussed.
Chapter four covered the findings. The findings from the questionnaires were analyzed and
presented in this chapter. The demographic data of the respondents such as age, gender,
occupation and level of education was analyzed. The data for the consumers of information was
also analyzed and presented. The data was presented using tables, pie charts, bar graphs and
histograms. The data from the external and internal factors affecting the effectiveness of ICT was
also analyzed and presented in tables.

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5.2 CONCLUSION
Inferences can be made from the study findings.
Firstly, the institution understands the need of effectiveness of computerized MIS on quality
service delivery and has made several attempts including the purchase of relevant IT equipment
and machines and putting policies in place to facilitate ICT.
Secondly there exists a gap in the usage of this equipment in management of information notably
arising from the lack of adequate training on the utilization of the available machines. The ICT
equipment fitness for the purpose and lack of proper integration criteria between the manual and
the digitized procedures for information management
There is a gender inequality since the government requirement is that third of positions in public
offices be allocated to the women. In this study the government requirement was not considered.

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5.3 RECOMMENDATION
The study recommended the following: first an assessment on the training on ICT needs to be
undertaken by the public institution as well as coming up with complete plan with hardware and
software requirements such that one can obtain all information concerning a particular user at
any point.
Second to ensure smooth implementation the training should engage the service of an IT
company with the necessary technical capacity at the initial stages of implementation so as to
develop a comprehensive ICT system in public institutions.
Third posting of most of information and service on the internet or shared database needs to be
considered so that members of staff can be updating themselves on new technologies in IT.
Fourth the government should play a vital role in financing, regulating and setting up policies
that will enhance the effectiveness in ICT in public institutions

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6. APPENDIX
6.1 BUDGET

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6.2 CONSENT FORM

KIMASIAN TECHNICAL
AND VOCATION COLLEGE

KIMASSIAN TECHICAL AND VOCATIONAL COLLEGE

SCHOOL OF BUSINESS AND ECONOMICS
DEPATMENT OF SECRETARIAL STUDIES
My name is…………………………………………., I am a student at Kimasian Technical and
Vocational College
Institute, conducting a research paper on “Effect of information technology on secretarial job
satisfaction in TVET institutions in Kenya; in partial fulfillment of the requirement of the
Diploma course. Whatever information you will provide will be kept strictly confidential.
Participation in the research is voluntary and we hope that you will participate in this research
since your views are important.
Signature of interviewer Date
………………………. ………………….

6.3 QUESTIONNAIRE

Introduction
I am a student from Kisiwa technical Institute, school of business and economics. I am
conducting a research and would appreciate your participation. This research seeks to assess the
effect of information technology on secretarial job satisfaction in TVET institutions in Kenya.

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Part A. Demographic information (tick where applicable)

1. Age 15-30[ ] 31-40[ ] 41-50 [ ] 51-60[ ]
2. Gender male [ ] Female[ ]
3. Occupation student [ ] teaching staff[ ]
4. Non-teaching staff [ ] management [ ]
5. Level of education
Primary [ ] secondary [ ]
Tertiary [ ]
Part B.
Section I: User of information (tick where applicable)
5. Who are the major consumers of your information
Students [ ] others [ ]
Section II: External factors influencing the effectiveness of ICT
Table 6.3.1 External factors

Factors Strongly Agree Undecided( Disagree Strongly

agree (5) (4) 3) (2) disagree (1)

There are funds from external sources

towards ICT
Government policies interfere with

ICT
Government support ICT

Table 6.3.2 internal factors

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Factors Strongly Agree (4) Undecided Disagree Strongly

Agree (5) (3) (2) disagree (1)

Organizations policies favors ICT
There is sufficient ICT Infrastructure

in our institution
The management fully supports the

implementation of ICT
Management is effectively using ICT

in decision making
There are qualified ICT personnel in

our institution
Consumers are satisfied by the

effectiveness of ICT on service

delivery

1. Make recommendations on how to improve the effectiveness of ICT in your institutions.

………………………………………………………………………………………………
………………………………………………………………………………………………
………………………………………………………………………………………………
………………………………………………………………………………………………
…………………………………………………
Thank you for your cooperation
REFERENCE
1. S. Hornby (1989) Oxford Advanced learner’s Dictionary, 4th Edition, Oxford University
Press.
2. Adamu, S. (2010) Information Communication Technology Situation in Nigeria, A
terminal Research Report, Federal Polytechnic, Nasarawa.
3. Ayodele, A. O. (2001) Sustainability of Library Automation Projects a Paper presented at
the Cataloguing classification indexing section of the Nigerian Library Association
Workshop, Akure
4. Bashiru, A. S. (2008) ICT for sustainable Development: the Nigerian Experience

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