Mediating Effect of Human Resource Capacity and Moderating Effect of Top Management Support on the Relationship between E-government Adoption and Service Delivery in Kenya's Public Sector

Abstract: E-government is one of the modern ways that governments use to provide services to the public. However, in many developing countries, there is still a challenge of implementation of e-government innovations. Kenya is one of the developing countries which face the challenge of fully implementing e-government and several studies have been conducted to identify the factors that affect e-government adoption in the country. However, the studies have only focused on explanatory variables, without examining other factors which can potentially mediate or moderate the relationship between e-government adoption and service delivery. This study, therefore, sought to examine the mediating effect of human resource capacity and moderating effect of top management support on the relationship between e-government adoption and service delivery in Kenya’s public sector. The study utilized closed ended questionnaires to collect data from 66 respondents. The collected data was analyzed descriptively through means and standard deviations and inferentially through correlation and regression models. The results indicated that human resource capacity has a mediating effect on the relationship between e-government adoption and service delivery in the Kenya’s public sector. Top management support was however, found to have no moderating effect on the relationship between e-government adoption and service delivery in the Kenya’s public sector. The study concluded that human resource capacity is a mediating variable while top management support is an explanatory variable in the context of e-government adoption and service delivery in Kenya’s public sector. The study recommended that future researchers should further explore the other factors which mediate or moderate the relationship between e-government adoption and service delivery in the public sector.