CAMBRIDGE ASSOCIATION OF MANAGERS.

POST GRADUATE DIPLOMA IN LOGISTICS AND SUPPLY

CHAIN MANAGEMANT.

MANAGEMENT INFORMATION SYSTEMS (MIS)

An awareness and adoption of ICT among secretarial staff

Case study for Kenyatta National Hospital

Done by: MUSAU DAVID

Purpose : Partial Fulfillment Of CAM Post Graduate

Diploma in Logistics and Supply Chain

Candidate No: CAM/207/ PGD / KEN / 00126.

Dated : July, 2008

Presented to : Cambridge Association of Managers,

International Examinations ,Cambridge ,U.K
DECLARATION
This research project is my original work and that all the sources used here
or cited have been indicated and acknowledged by means of a complete
reference.
Name----------------------- Signature---------------- Date-------------------

Declaration by Course Supervisor

The research project has been submitted with my approval as the
candidate’s project supervisor
Name----------------------- Signature---------------- Date-------------------

Declaration by Head of Quality Assurance Policy

This project has fulfilled the quality assurance policy requirements.
Name----------------------- Signature---------------- Date-------------------

Declaration by Project’s Assessment’s Moderator

This projected has been submitted for examinations with my approval as
the moderator
Name----------------------- Signature---------------- Date-------------------

Declaration by DALC-Head of Missions

This research project has been submitted to CAM with my approval as the
head of missions and curriculum manager

Name----------------------- Date-------------------

Dr HUMPHREY OBORA, PHD,

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ACKNOWDGEMENTS
First of all I am greatly indebted to God whose mercy, wisdom and grace
enabled me to complete this challenging assignment successfully.

Special gratitude go to the course supervisor Dr. Morris Anene for his
invaluable advise suggestions in numerous ways that helped to shape my
ideas while writing the project.

The staff and management of Kenyatta National Hospital heir busy

schedules and participate in the study.

Staff and management of DALC City Campus for their support and
cooperation during my short stay there. I cannot also forget to thank Dr
Humphrey Oborah, Head of Missions and Curriculum Manager DALC for
his vision in providing a modern learning powerhouse.

Last but not the least, my family for being there and also a great source of
support and inspiration during this busy time.

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ABSTRACT
Information Communications Technology (ICT) has impacted almost every
sector of the economy, however, it is generally accepted that the rate of
development of new technologies has been lower in developing countries.
This study endeavored to examine the awareness and adoption of ICT
among secretarial staff of Kenya National Hospital. The study identified
some problems facing the secretarial staff in regard to access and adoption
of internet.

The study adopted a descriptive research methodology while data was

collected through stratified sampling. Data collection involved closed-
ended questionnaires supplemented by face to face interviews. Data
analysis was done through tables, frequency counts, percentages and
correlation analysis.

The findings reveals that adoption of information communication

technology (I CT) among the secretarial staff at Kenya National Hospital
has a positive and significant relationship with education level, access to
computer and internet services while personal characteristics of
respondents examined even through positive were not significantly
related to the adoption of ICT among the secretarial staff. The study
recommends that the institution procures more computers with internet
connectivity to allow more members of the staff access and learn internet.
Time and resources were a major constraint however; every effort was put
to ensure all the crucial aspects of the study were at least covered.

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CONTENTS
Declaration ……………………………………………………... i
Acknowledgements ……………………………………………… ii
Abstract ………………………………………………….............. iii
Table of contents ………………………………………………… iv

CHAPTER ONE
1.0 Background of Study................................................................ 1
1.1 Background of Study Institution………………………… 3
1.2 Organizational Structure………………………………... 4
1.3 Department of Study……………………………………. 5

CHAPTER TWO
LITERATURE REVIEW

2.0 Theoretical Review ……………………………………………. 6

2.0.1 Information Communication Technology …………………… 6

2.0.2 ICT Literacy ………………………………………………….. 10
2.0.3 Growth of Internet …………………………………………... 12
2.0.4 Digital Devide & E-readiness……………………………….. 13
2.1 Empirical Review ………………………………………. 14
2.2 Critical Review ……………………………………….. 18

2.3 Missing Gaps ……………………………………………… 19

CHAPTER THREE
3.0 Problem Specifications .......................................................... 20
3.1 Proposed Solutions ………………………………………. 20

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3.2 Broad Objectives ………………………………………… 20
3.3 Specific Aims ……………………………………… 21

CHAPTER FOUR
4.0 Research Design and Methodology ……………………… 22
4.1 Sample Population ……………………………………… 22
4.2 Sampling Technique…………………………………….. 23
4.3 Data Collection…………………………………………… 23
4.4 Data Analysis ……………………………………………. 24

CHAPTER FIVE
5.0 Data Analysis, Results and Findings ……………………. 25
5.1 Conclusions …………………………………………….. 29
5.2 Recommendations ……………………………………… 30
5.3 Limitations and Suggestions for Improvement ……….. 30
References …………………………………………………… 33

Appendices:
Questionnaire……………………………………………. 36

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CHAPTER ONE

1.0 Background of Study

Since the advent of World Wide Web (WWW) in the early 90s, it has
been considered the most comprehensive and largest source of information
the human being has ever had. By the end of 2001, users of the Internet
have increased to nearly 700 million people with an average increase of
50% annually. As a result of the expansion in geographical area and
increase in number of people who embraced this new technology, the
internet use among commercial firms and non-profitable organizations
started to spread all over the world (Fusal 2002)

According to Wong (2002); Mwesige (2004) major differences exist today

in Internet accessibility amongst countries and regions reflecting a
global divide and information poverty in some parts of the world. Internet
has been called the most important business and social development since
telephone.

The internet is a global network connecting millions of computers and

databases (Lucey,2005). On the other hand , Chaffey (2004) defines
Internet as a physical network that links computers across the globe.
He states that internet consist of computers of the infrastructure of
network servers (the computers that manage the network) and the
communication links between them that are used to hold and
transport information between the client servers. Lucey (2005 ) Internet
has opened up numerous possibilities for doing business at a
global level. Because of continual developments and its diffusion into
society at large, the Internet is longer just viewed as another technology
amongst many. It has become an invaluable and integral part of business

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and personal life in modern world.

According to Laudon & Laudon (2003) although much of the internet

use is for pleasure and private purposes ,it is of increasing
importance for business use which, in the widest sense, includes ,
commercial , professional , Government and educational purposes . The
widespread use of ICT in society is giving rise to a new set of
concepts and terminology such as e- commerce , e –business , e –
government etc.

The history of internet connectivity in Kenya dates back to 1994

(KIM 1999) when the Africa Regional Center for Computing (ARCC)
set up the first full internet connectivity in the country through the support
of the US National Science Foundation thus making Kenya among the first
African countries to get internet connection. Two years later, Jambonet
Kenya’s National internet backbone was established and ushered in
dramatic changes in the internet provision in the country enabling key
urban centers to access the internet (Mutula, 2001)

A national Taskforce on electronic commerce was established in May 1999

with a view to providing an enabling environment for e-commerce in the
country. As a result, awareness of the potential of internet increased with
many stakeholders indicating interests in applying internet in their
businesses. By 2000 it was estimated that the number of Internet users was
around 30,000 – 50,000 with projected monthly growth of 300 people per
month (Mweu, 2000). By 2001, Kenya had several Internet Service
Providers ( IPS) with those officially registered standing at 34 (KIM, 1999).
Improvements in bandwidth were also registered .For example, the internet
no longer relied on 9.6 kbps capillary leased lines as was the case in the

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early years. Instead, 4 Mbps bandwidth and a symmetric VSAT ( Very
Small Aperture Terminal) satellite configurations were employed (Mutula,
2001)

Kenya is ranked as one of the leading countries in Internet growth in

Africa. According to Research Markets, an international investment
consultancy firm, internet penetration in Africa in 2006 was estimated at
4% up from 2.6% in 2005. Kenya together with Nigeria and Morocco
were reported to present some of the greatest opportunities for growth.
However, in terms of penetration. Reunion and Seychelles are reported to
have the highest Internet penetration, where 20% of the population has
access to the worldwide web, followed by Mauritius and Morocco. This
compasses to penetration of 50% in most developed countries (The East
African, 2006)

1.1 Background of Study Institution

The Ministry of Health is responsible for promotion, regulation and
promotion of healthcare services in the country. The core functions include
formulation and implementation of healthcare and sanitation policies;
provision of preventive, promotive, curative and rehabilitation health
services; registration of doctors and paramedics practitioners in the country;
provision of maternal and child health services and, health inspection.

The vision of the Ministry of Health is to be an efficient and high quality

healthcare system that is accessible, equitable and affordable for every
Kenyan. On the other hand, the mission is to promote and participate in the
provision of integrated, high quality promotive, preventive, curative and
rehabilitative health care services to all Kenyans.

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1.1 Organizational Structure
The Ministry of Health is headed by permanent secretary who is the
Accounting Officer and the Chief Executive Officer. Directly under him is
the Director of Medical Services who is in charge of all technical issues in
the Ministry.
Error: Reference source not found

KEY
KEMSA - Kenya Medical Supplies Agency
KEMRI - Kenya Medical Research Institution
KNH - Kenyatta National Hospital
NHIF - National Hospital Insurance Fun

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1.3 Department of Study
The study was done at Kenyatta National Hospital which is the oldest
hospital in the Country having been found in 1901 as the Native Civil
Hospital and then largest King George VI in 1952. It is currently the largest
National Referral, Teaching and Research Hospital. KNH was established
a state Corporation in 1987 through a legal notice No. 109.

KNH mandate include receiving patients on referral from other hospitals or

institutions within Kenya or outside for specialized healthcare. Provision of
facilities for medical education for the University of Nairobi and for
research either directly or through other cooperating health institutions.

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 CHAPTER TWO
LITERATURE REVIEW
2.0 Theoretical Review
2.0.1 Information Communications Technology (ICT)
ICT is defined by Lucey (2005) as the acquisition, process, storage and
dissemination of vocal, pictorial, textual and numeric information by a
micro-electronics based combination of computing and
telecommunications.
According to Jessup & Valacich (2003) ICT can be viewed as facilitating,
replacement and enhancement technologies as outlined below:

1 Facilitating – the internet and the World Wide Web (WWW) facilities
people in communicating and accessing remote information from world
sources and hence remove the constraints of time and distance. ICT also
facilitates the emergence of virtual forms of business operation e.g. E-
commerce
2 Replacement –computer automation where computers replace people in
certain business process. ICT can be programmed to automate certain
routine mechanical and business operations and thus replace
humans, totally or partially.

3 Enhancement-ICT based computer systems enhance the effectiveness of

managers through enabling effective information management,
business co-ordination, control, decision making and strategic planning.
ICT also enhances organizational communication through e-mail,
Video conferencing and chart room facilities on the internet . In
addition they enhance the ability of human to access and analyze data
more effectively.

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The rapid developments in ICT have a profound impact across all sectors
of human life. Broadly defined, ICT covers any product that stores,
retrieves, manipulates, transmits or receives information in a digital form.
It includes computer, the rapidly changing communication technologies
(radio, television, mobile, and internet), networking and data processing
capabilities, and the software for using the technologies (Primo N.2003).
ICT is a general-purpose technology that has wide applicability in various
sectors. It has strong spread effects and extensive linkages with the rest of
the economy by imbuing greater information and development content in
products and processes. ICT provides new and faster ways of delivering
and accessing information that can improve productivity and earning
opportunities, provide effective ways for communication, create new jobs
and bring about improvements in the delivery of education and other
social services (WWW. Adb.org/ Documents/ conference/ technology
poverty)

Despite the vast, new unprecedented opportunities offered by ICT for

human development, there are inequalities across different social and
economic groups in reaping such opportunities. It has been revealed that
differences in the ability of countries, regions, sectors and socio-economic
groups to access the use ICT often follows and reinforces the existing
inequality and poverty patterns. The disadvantaged socio- economics
groups of the society are also the ones with the lowest access to ICT
(WWW. World Bank. Org/ afr/ wps/ wpzo htm. In general, the benefit of
ICT are unevenly spread between and within countries resulting in to
what is termed as the digital divide” Basically, digital divide refers to the
gap between those who have access to and control of technology and
those who do not. In the process of soliciting efforts to bridge the digital

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divide, actions from development agencies, stake holders and the
government are needed. Universities are the type of such institutions that
can play big roles in developing and utilizing ICT as well as bridging
digital by creating ICT awareness, literacy and expertise in most cases,
one of these activities leads to achieving another. For example, in the
course of achieving ICT expertise, one is exposed to the awareness and
literacy.

ICT awareness involves knowing about the existence and importance of

the ICT tools and their application. Potential users should be enriched
with a number of ICT awareness programmes in order to increase the
usage of ICT facilities. This can be achieved through promotional
programmes which include electronic media resources such as radio, TV,
and web site, print media such as newspapers, magazines, newsletters,
and notice boards, conferences and public lectures.(Kiondo 2003)

The use of information communication technologies (ICT) in developed

countries has tremendous changes in the economy and even the way
people live. However, in the developing countries development of ICT
capabilities is still limited and faces a wide range pf constraints and
challenges (Wanyembi et al, 2000; Moyo , 1996 and Valantin , 1996)

These constraints includes those associated with the historical background

and culture, such as poor infrastructure and education, poor social, legal
and political attitude and preparedness towards use of ICT,view trained
personnel severe financial constraints such problems lead to many
challenges, especially when it comes to implementation in particular for
management, control and maintenance (Wanyembi et al 2000). He points
out that the rapid diffusion of ICT in many organizations in developing

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countries is a new and growing phenomenon, which presents serious
challenges. He further asserts that while vast amount of hardware and
software are acquired in increasing qualities, user, expectations of
improved services are not fulfilled, partly due to the low quality of
management and maintenance of ICT. (Moyo, 1996) and (Valantin, 1996)
argues that the infrastructure, especially communication infrastructure,
bandwidth size and power interruption as the source of the problem in the
application of ICT in the developing world. People’s literacy level,
language ability and cultural background, as well as their age and altitude
towards modern technologies are also inhibiting factors in appreciating
the use of ICT. Massingue (2003) states that the knowledge necessary for
effective use and exploitation is not being transferred at the same speed as
the technology itself.

Wanyembi (2000) of particular interest is the observation that

organizations in this part of the world are investing much in design,
procurement and to some extent deployment of computers and building
local area networks (LANS), referred to as “computerization”.
Deployment of ICT is not part and parcel of organizational reform or
business re- engineering very little or no attention at all is paid to how to
use these ICT. More serious is the security of critical ICT assets, and
consequently their effect on the organization’s objectives

Most of the present ICT security controls measures are only on an ad hoc
basis and users have expressed frustration of the performance of the new
technology. In order to address these challenges, organizations in
developing countries are attempting to use existing solutions (standards,
framework, models etc) that promise to solve these problems, which are
similar to those found in the developed world. However, the study of

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 many of these available solutions reveals that most of them have
themselves inherent limitations and are largely costly, impractical,
consume a lot of time to implement and do not address the situation –
specific problems that are unique to organizations in the developing world
(Wanyembi et al: 2000)

2.0.2 ICT and Information Literacy

The term computer literacy has long been used as a description of people’s
skills and predisposition to the use of computers and information
technologies (Augustino, 2000)
Computer literacy is defined as an understanding of computer
characteristics, capabilities and applications, as well as an ability to
implement this knowledge in the skillful and productive use of computer
application s suitable to the individual roles in society (Simonson et
al:1987) ICT literacy has emerged as a result of the recent technological
advances, which have led to multiple convergences of content, computing,
telecommunication and broadcasting. The use of a range of communication
tools such as e- mail, video – conferencing and the World Wide Web
(WWW) for locating information, and the subsequent dissemination of
information are considered to be components of ICT literacy. Therefore,
ICT literacy is defined as the use of digital technology, communication
tools, and / or networks to access, manage, integrate, evaluate, and create
information in order to function in a knowledge society (Augustino 2000).
He argues that it is the set of skills and understanding required by people to
enable meaningful use of ICT appropriate to their needs.

According to Kaluvya (2003), the concept of literacy first appeared in the

literature during 1970s. Its roots emanate from the emergence of the
information society that is characterized by rapid growth in the available

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information and accompanying changes in technology used to generate,
disseminate, access and manage that information. These developments have
thus created challenges such as the complexity in finding selecting, and
using information. Information users/ seekers encounter diverse and
abundant information choices in their various endeavors. An individual
processes skills that would allow them to evaluate, understand and use
information intelligently and ethically (Chisenga, 2004). Information
literacy is therefore, a transformational process in which the learner finds,
evaluates, uses and creates information in many forms for personal, social
or global purposes ( Simonson et al; 1987)

According to Mulindwa (2004) information age, information literacy is

increasingly being equated to ICT literacy. Although ICT literacy includes
skills outside the concept of information literacy, such as word processing
there is some remarkable overlap (Wanyembi 2002). Thus, there is a narrow
boundary between the two concepts implying that they should be treated
together. Both ICT and information literacy are important not only to
students and staff but to general citizens to enable them to undertake life
long learning and participate effectively in the information society.

In developing countries, ICT is now becoming a valuable vehicle for

supporting lifelong learning and other socio- economic activities, though its
use demands appropriate ICT skills, which are still very low. One major
way of imparting ICT skills is through ICT based curricula not only in
tertiary education but only in other levels of education. Through students’
ICT curricula, skills can be imparted in the following areas: ability to
independently operate personal computer systems; ability to use soft ware
for preparing and presenting work; ability to use internet effectively and
efficiently; and ability to access and use information from the WWW

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(Augustino, 2000)

Lack of information searching skills is the main hindrance to the utilization

of available facilities to retrieve electronic information. Information user
spends long time searching for literature with limited relevant results if
there is absence of information skills. Information literacy skills should be
conveyed by a clear curriculum, either via separates module(s) or clearly
identified and assessed elements within a core subject curriculum (Yeboah,
1999)

2.0.3 The Growth of Internet

Lucey (2005) the internet has opened up numerous possibilities for doing
business at local and global level. It enables business organization to
interact with other businesses or B2C more directly. Information on
orders , Invoices , approval of credit , shipping notices and
confirmations sent between business partners can be exchanged
directly through the internet . Because of continual developments and
its diffusion into society at large , the internet is no longer just
viewed as another technology amongst many , it has become an
invaluable and integral part of business and personal life in the
modern world.

According to Lucey (2005) although the growth of e- commerce and

the use of internet have increased enormously , profit s have been
elusive and there have been spectacular failures . The main problems
for established businesses are that the new technology must link
efficiently with other existing systems and they must ensure that the
new ideas and people necessary (web designers ,e-commerce
specialists , security , reliability and lack of privacy , although these is

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evidence that actual use of e-commerce means tends to build up
trust .

2.0.4 Digital Divide and E-readiness

In the same way that there are economic and social divides between rich
and poor countries, in ICT such divides also affects those who have access
and those who do not
(Bridges. Org 2006). The digital divides exists between countries
(international divide) and between technology “haves” and “have-nots” is
painfully wide. For example only 1.1% of African’s population has internet
access compared to 66.1% in North America (Internet world stat, 2004)
within the Africa continent South Africa is relatively well connected for
example, it has 60 times the number of lines than its neighbour
Mozambique (International Telecommunication Union, 2004)

Because the “haves” are better equipped to use ICT and adopt new
technologies, the gap between the “have nots” grows exponentially as new
technologies appears, further compounding the problem (Bridges. Org,
2006)

There no one- size – fits – all solution to bridging the digital divides for
countries. An important first step is to establish how e- ready a given
population currently is ( Kirkman, Osorio & Sachs, 2002). Kirkman,
Osorio & Sachs, (2002) defines e- readiness as the degree to which a
certain community is prepared, and has the potential to participate in the
networked world. They state that, since 1998 a number of e- readiness
assessment model and measures have been developed, some even include
indicators to compare the e- readiness of different countries.

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 When Harvard University’s networked readiness index (NRI) was
originally created, a short-term goal was created to enhance public policy
makers’ understanding of the factors contributing to ICT advancement, so
that business practice and public policy could be shaped in the most
informed manner possible (Kirkman, Osorio & Sachs, 2002). In
comparison of e- readiness assessment models and tools, Bridges. Org
(2001) showed that while there is an overlap between them- e.g. most
consider physical infrastructure, level of ICT use, human capacity and
training, policy environment, and the local ICT economy each has its own
definition of e- readiness and something unique about its measurement
criteria. This diversity of individual standards of e- readiness and therefore,
no one correct tool.

Bridges Org (2001) identified a need for a more comprehensive model that
was a variable, one that offers holistic view of the need for ICT and the
constraints that hamper ICT access and use. The organization realized that
the actual nuts and bolts of computers and network, cables are only one
small part that may limit the growth of the ICT sector; these are just some
of the other important issues to consider. The concept of real interrelated
factors, was thus proposed

2.1 Empirical Review

Kenya’s Internet Connectivity’s slow progress , especially during the later
past of 1990s can be attributed in part to the negative impact of SAPS .
SAPS largely failed to remedy the major structural and institutional
weakness that affected the recurrent government support to the
allocation (Waihenya & siringi,2001.)

According to the Standard (2007), Kenya, like the rest of East Africa, region

14
lacks terrestrial internet connection to the International bad width .The
World Bank observes that East Africa is the only region that still relies
mostly on expensive and poor quality satellite infrastructure with costs
ranking amongst the highest in the world. It estimates that the regions
international wholesale bandwidth prices are 20 to 40 times higher than
those in the U.S.A. Consequently , businesses are unable to compete in
the global economy ,University Students suffer because the cannot access
internet , and government agencies cannot communicate effectively with
each other because they are not connected.

Eldon (2005) enumerates the following problems facing Kenya’s

telecommunication’s sector to include among others:

-High cost of hardware and software.

-Poor basic telecommunication infrastructure
-Lack of national ICT Policy.
-Slow pace of liberalization of telecommunication sector.

Brain drain of skilled staff to lucrative destinations especially Europe and

America is a national concern. Kelly (2005) citing a world Bank report
noted that nearly 40% of highly skilled Kenyans emigrates to rich
countries and such brain drain significantly impedes national
development .The reports notes that the rate of migration in Kenya’s
case is about double that 38.4% of University educated Kenyans are said
to be living in Europe , North America or their antipodes. The report
observes that the degree of brain drain experienced by Kenya and
some other low –income countries is also much greater than for larger
and rapidly developing countries such as China , Indonesia and Brazil.

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Poor Internet connectivity has also been identified as key factor to the
deteriorating quality of education offered in University in Kenya. The
Kenyan Minister for Education ,Professor George Saitoti noted that it
was depressing that both public and private Universities continued to
lank poorly internationally saying it was pastry due to the fact that
researches conducted were never posted on the internet and other avenues
where their done by scholars (Daily Nation ,2007)

The minister said that the internet sponsored by forces of globalization

enables foreign Universities especially in developed countries to
effectively market their academic programs thus fast grabbing a sizeable
chuck of Kenyan studies.
Kenyan government has not removed value added tax on internet charges
to spur wide adoption of the technology in the country (Daily Nation ,
2007) .In Kenya most internet users have for a long time relied on dial
-up technology that wholly depends on availability of a telephone line .
This exposes the users to the danger of running huge telephone bills
despite quality hiccups that come with the model .Such dial-up can offer
maximum speeds of up to 56kbs under ideal conditions (The Standard
2006) . Such speeds are considered too low for efficient internet access
besides the fact that they can support very limited applications for
research and teaching purposes. Peer can access them globally, leading to
the assumption that not much is being

In Kenya the information and communication technology usage profile has

been dominated by the telephone, fax, postal services, television and
community radio. Until 1997, this infrastructure was controlled and owned by
the government. The government gradually has been reducing its control over

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this infrastructure by liberalizing the market for television and community
radio broadcasting. Community radio broadcasting has also been liberalized
but only Fm stations are permitted to broadcast in the liberalized economy
(Kinyanjui & McCormick 2002)

According to Kinyanjui & McCormick (2002) the government still holds a

strong grip on the telephone, postal and electronic infrastructure. It has split the
telecommunications and postal services organization into three organizations,
namely, the Postal Corporation of Kenya (postal), Telkom and the
Communication Commission of Kenya (CCK). Telkom controls all
telecommunications traffic in Kenya. Safaricom and Zain, providers of cellular
mobile telephone service, are, however, challenging telkoms dominance. In
2002, Telkom had 330,000 telephone connections in urban and rural area and
the ratio of urban to rural connections was 60: 40 despite the fact that 80% of
the population of Kenya is located in the rural areas. About 70% of the
telephone connections were based on analogue technology and the remaining
connections were based on digital technology. Although World Bank has
emphasized the need to privatize Telkom; the Kenya government has been
procrastinating. The current supply of telephone lines is but a drop of water in
the ocean in a country with a population of over 33 million people. Besides, the
existing telephone lines are congested, unreliable and very expensive. Telkom
suffers from bureaucratic inertia and the process of obtaining a telephone line
is protracted and difficult. Kane (2001) argues that the cellular industry has
managed to connect 70% more subscribers since it began operating in 1999
than Telkom had achieved in the past thirty years.

According to Kane (2001) electronic communication using computer networks

began to gain ground in Kenya in 1990s and have expanded rapidly, however,
computer based communication depends on the availability of the

17
telecommunication infrastructure and on the rate at which Telkoms and the
regulator CCK promotes investment in affordable digital network. Telkom
owns and manages Jambonet, a satellite network that is used to transmit data
communication services. Inter- country flows of data communication traffic
have been relatively slow and expensive because of the lack of an Internet
Exchange Point (IxP), which would serve as a clearing house for local internet
traffic between Internet Service Providers (ISP). Until early 2002, all email
message traffic and access to locally hosted web sites where routed via North
America or Europe (Kane, 2003). An IXP was formed early in 2002 and was
providing interconnection for 6 of the main ISPs in Kenya.

ISPs play a key role in handling the flow of data communication traffics
between Jambonet and consumers. The ISPs are private organizations that are
licensed to download traffic from Jambonet and to distribute it to consumers.
There has been a proliferation of ISPs, especially in Nairobi. In 1996 there
were nine licensed ISPs and this number had risen to 70 by 2002. Some of the
main ISPs operating in Kenya are: Swift Global, Nairobi net, Africa Online,
Wanainchi Online, and Kenya Web (Kane, 2001,)

2.2 Critical Review

Internet adoption in third World countries has been challenged by language and
cultural pertinence whereby many of new ICTs rely on capability to understand
English while most Africans are comfortable speaking their own local
languages such as Kiswahili. The poor need to have access to information in
their own language and presented in a format they can easily understand,
culturally appropriate and that does not threaten the existence of indigenous
knowledge.

The initial internet connectivity in Kenya has been through a dial –up access

18
with only few digital leased lines. Dial-up connectivity is normally dismally
slow and unreliable. One issue is that in Kenya while the tradition of internet
adoption and utilization has been slow, the access has been limited and
expensive. The low adoption and use of internet in Kenya has largely been
attributable to general ignorance of its potential and limited technical capacity,
thus causing them to rely on external agencies.

There is not doubt that the internet represents and area of immense opportunity,
but without the ability to think of its potential inn an innovative way, Kenyans
will not be able to identify with, nor seize the vast potential offered by the
internet. There is need for demonstrated interventions that will provide
conditions that will enhance individual employees’ interaction, accessibility
and use of internet.

2.3 Missing Gaps

Information technology is often an expense driven activity that can directly
affect an organization’s profitability. It is no wonder that many organizations
are reluctant to view information technology as an investment that can generate
profits to their organizations if adopted at the right time and managed well.
Unless organizations change their views away from viewing information
technology as a burden they are not likely to harness the many benefits that
accompany it.

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CHAPTER THREE
3.0 Problem Specification
Kenyatta National Hospital like many other public institutions in the
country continues to face ICT challenges everyday. The institution has no
free internet access to its staff due to budgetary constraints and therefore
the staff can only access internet through cyber-cafes outside the office.
The ICT challenges facing the institution are those by extension facing the
government of Kenya today:

 lack of overall policy frameworks in government offices

 despite the liberalization of the telecommunications sector ,the cost of
bandwidth is still out of reach to many
 duties levied on ICT products are too expensive and therefore
disincentive

3.1 Proposed Solutions

 removal of duties and taxes on computers and peripherals
 use of alternative new technologies that have sprung –up with cheap
costs of entry and ownership of ICT. These include open source
software and wireless connectivity solutions using GSM networks
which have wide coverage in the country
 need for ICT policy and legislation to support e-commerce
 need to reduce barriers in deploying ICT and developing the required
human capital for sustained participation of Kenyan society in ICT
industry

3.2 Broad Objective

The primary objective of this study is to examine the awareness and

20
adoption of information communication technology (ICT) as a tool for
processing and transfer of information among the secretarial staff of the
Kenyatta National Hospital. The study tested the hypothesis that there is not
relationship between adoption of ICT and the personal characteristics of the
secretarial staff.

3.3 Specific Objectives

1 To determine the level of awareness of ICT by the secretarial
staff.
2 To determine the level of adoption of ICT by the secretarial staff
3 To examine the factors affecting the adoption of ICT by the
secretarial staff

21
CHAPTER FOUR
4.0 Research Design and Methodology
According to Cooper & Schindler (2006) research design constitutes the
blueprint for the collection, measurement, and analysis of data. This study
adopted a descriptive research design to examine the adoption and
awareness of ICT amongst secretarial staff of Kenyatta National Hospital.

Descriptive research is the type of research that explores and describes the
data or characteristics needed for the research. It has several advantages;

 The people being studied are unaware so they act naturally or they
normally do in everyday situation;

 It is less expensive and time consuming than quantitative experiments;

 Collects a large number of data for detailed studying;

 Can identify further areas of study

4.1 Sample Population

Population is the total collection of elements a bout which inferences
are made (Bryman &Bell, 2003). For the purpose of this study , target
population was drawn from 120 employees of Kenyatta National
Hospital and consisted of secretarial staff only. The researcher argues that
the size of the samples is controlled by the personnel deployed to handle
secretarial duties. Only 70 respondents returned the questionnaire
representing 58%response rate. The target population was categorized into
4 strata: Adminstration-30, Procurement-30, Clinical services_30 and
Personnel-30.

22
 Category Target Sample size %
population
Personnel 30 22 27.5
Administration 30 18 22.5
Procurement 30 20 25
Clinical services 30 20 25
Total 120 80 100

4.2 Sampling Frame

The study adopted stratified sampling to select the respondents.. The
advantage of stratified sampling is the fact that it ensures that the
resulting sample is distributed in the same way as the population in terms of
the stratifying criterion.

4.3 Data Collection

Data for this study was collected from both primary and secondary sources.
According to Kinnear &Taylor (1979), primary data is the data collected
first hand for the intended purpose while secondary is that data already
available having being collected for other purposes. They argue that the
difference between the two is defined by the purpose for which the data is
collected. Secondary data was useful in filling knowledge gaps and was
extracted from the institutions in-house publications for the period under
study. Questionnaire was the main methodological technique of data
collection while interview was a supplement. A

Advantages of questionnaires
 The responses are gathered in a standardized way so questionnaires are
more objective, certainly more than interviews.
 Generally questionnaires are relatively quick to collect information.
 Potentially information can be collected from a large proportion of a

23
 group

3.4 Data Analysis

Information was collected from 80 respondents and was based on key
socio-economic characteristics of age , education ,personal accessibility
to computer and marital status . The dependent variable was adoption
of ICT among university Secretarial staff ; adoption will be measured
under five point scale of:-

 Awareness
 Interest
 Evaluation
 Adoption

On the other hand Independent variables includes the personal

characteristics of the respondents. The data analysis was done through
tables, frequency counts, percentages and correlation analysis.

The advantages of correlation research are that it allows investigating

variables that cannot be directly manipulated. It also has many advantages
over causal or experimental design in that they enable researchers to
analyze the relationship among a large number of variables in a single
study. On the other hand, they provide information concerning the degree
of the relationship between the variables being studied.

24
CHAPTER FIVE
5.0 Data Analysis, Results and Findings
Table 1:Sex
Sex Frequency Percentage
Female 76 95

Male 4 5
Total 80 100
Source: Researcher (2008)

Table 1 shows that out of the 80 secretarial staff covered in the

survey , 95% comprised females while 4% were males. The implication
here is that secretarial duties are normally done by females.

Table2:AgeDistribution
Age Frequency Percentage
18-30 37 46.25
31-43 40 50.00

44-55 3 3.75
Totals 80 100
Source: Researcher (2008)

Table 2 shows that out of the 80 respondents covered in the survey ,

46.25% are aged between 18-30 years , 50% between 31-43% years
while 3.75% range between 44-55 years . The implication here is that
96% of the secretarial staff at the institution are in the productive
age .

25
Table 3: Length of service
Experience Frequency percentage
0-5 15 18.75
6-15 35 43.75
16-25 24 30.00
26-35 6 7.50
Total 80 100
Source: Researcher (2008)
L ength of service

8% 19 % 0-5
3 0% 6 to 15
16 to 2 5
43 % 26 to 3 5

Table 3 shows that 18.75% of the respondents have worked for 5 and
less years ,43.75% have worked for a period of 6-15 years, 30%
worked for 16-25 years while 7.5 % have service ranging between
26-35 years . .The Implication is that majority of the respondents have
adequate and experience in the profession.

Table 4: Marital Status

Marital status Frequency Percentage
Married 18 22.5
Single 62 77.5
Total 80 100
Source: Researcher (2008)

Table 5 shows that out of the 80 respondents covered in this study,

22.5% are married while 77.5% are single. the implication here is that
single persons are reasonably flexible as they do not have much marital
commitments and can be trained with ease.

26
Table 5: Access to computer.
Access to Computer Frequency Percentage

Yes 68 85
No 12 15

Totals 80 100
Source: Researcher (2008)

Out of 80 respondents covered in the survey , 85% indicated that they

have both direct and indirect access to a computer while 15% Indicated
in the opposite .The implication here is that majority of the
respondents use computer frequently while 15% have no access. Some
departments like personnel use typewriters to excute their normal
activities.

Table 6: Awareness of interest

Awareness Frequency Percentage
Yes 80 100
No 0 0
Total 80 100
Source: Researcher (2008) A wa reness o f interest

0%

10 0%
Y es
No

Table 7 shows all the 80 respondents covered in the survey, 100% agree
that they are fully aware of internet service.

Table 7: Access of Internet service

Access Frequency Percentage
Yes 24 30
No 56 70
Total 80 100
Source: Researcher (2008)

27
Table 8 shows that out of the 80 respondents covered in the survey, 70%
indicate that they do not have access to internet use whenever need arise
while 30% do have access to the same.

Table 8 : Adoption of ICT Use

Adoption Frequency Percentage
Yes 15 18.75
No 65 81.25
Total 80 100
Source: Researcher (2008)

Out of the respondents covered in the survey, 18.75% indicated that they
have adopted internet in their both personal and professional use while
81.25% only use it for official purposes.

Table 9: Reasons for non-adoption

Adoption Frequency Percentage
Cost of adoption 14 17.5
Not necessary 15 18.75
No Knowledge of 36 45
operation
Total 80 100
Source: Researcher (2007)

Out of the 80 respondents covered in the survey, 17.5% cited their

non-adoption reasons as the cost associated with its access ,45% cited
lack of knowledge to operate internet facilities as reasons for non-
adoption while the remaining 18.75% indicated that it is not
necessary in their daily secretarial operations.

28
Hypothesis testing
Table 10: Adoption of ICT and personal characteristics.

Personal characteristics Co-efficient of correction

Sex 0.913
Ag e 0.426
Education 0 .215*
Access to computer 0.686*
Awareness of internet 0.815
Access to internet 0.1011*
Source: Researcher (2008)

Table 11 shows the relationship between the personal characteristics of the

respondents and their adoption of ICT. The results have a positive
relationship with: age (r=0.426), awareness of internet (r=0.815), and
experience (r=0.215). A positive and significant relationship was
however obtained between respondents adoption and access to internet (
r=1.1011)

5.1 Conclusions
The study examined the awareness and adoption of ICT among secretarial
staff of Kenyatta National Hospital. The results reveals that a good
number of secretarial staff have access to computer facilities and
can also operate it,however majority do not have access to internet use
when they need it except in official purposes.The reasons for the above
state of affairs is attributed to lack of knowdlege,cost of adoption and also
lack of interest.

The study has also revealed a positive relationship between age, awareness

29
of internet and experience of the respondents: positive and significant
relationship does also exist between respondents and their access to
internet.

The government needs to put in place a national ICT policy that aims to
improve the livelihood of all Kenyans by ensuring the availability of
accessible, efficient, reliable and affordable ICT services in the country. .

5.2 Recommendations.
Recognizing the key role that the secretarial staff play at the
organization ,it is recommended based on the findings of this study,
that more computer facilities be provided with internet connectivity.

Training on the importance and use of ICT should also be encouraged

to all the employees as this will help enhance their productivity and
hence help the institution to be in tandem with globalization.

Proper sensitization to its productivity effect and provision of the

facility to the secretarial staff will improve their adoption since all the
respondents are already aware of the need for more training on
ICT since about 96% of the staff are in the productive age ; this will
enhance the productivity of the staff and the Institution as well.

Further research could focus on the evaluation of the problems and

challenges that impede the widespread adoption of internet in the
country.

5.3 Limitations and Suggestions for Further Improvement.

The researcher encountered several limitations in the process of doing this

30
study.

 Time and finances were limited, literature on Internet adoption in Kenya

was rare and also there was lack of co-operation from some
respondents.

 The time and finances scheduled for the study were inadequate and
therefore the study did not cover study objectives satisfactorily. Also
limited financial resources implies that the study did not use the most
appropriate data methodology but instead used the most cost effective
technique which may affect the results validity and reliability.

 Current research on Internet adoption in the country has been found rare
and the literature surveyed was relatively fragmented and diverse. This
means that the theoretical background of the study was not based on
authoritative data sources and background.

In view of the above, improvements may be done on extending the research

time so that researchers can undertake analytical studies. On the other hand,
a well-funded study will produce objective findings that can be relied on for
decision – making. Therefore there’s need to have in place adequate
financial resources before the start of the research. To supplement the
theoretical background, researchers can utilize expert’s knowledge to
provide a substantial insight into the subject. Experts such as ICT lecturers
and practitioners could provide useful information on internet awareness
and adoption. A lot of time was spent trying to persuade some busy
respondents to fill in the questionnaires. This could be mitigated through
use of electronic mail whereby the questionnaires could be sent through
email to reach the respondents who are busy. Another way to increase

31
response rate is by enlisting the assistance of colleagues to convince their
workmates the rationale of the study.

32
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36
Appendix

Questionnaire

1. Name------------------------------- (optional)

2. Sex: Male [ ]

Female [ ]

3. Age: 18-30 years [ ]

31-43 years [ ]

44-55 years [ ]

4. Service length: 0-5 years [ ]

6-15 year [ ]

16-25 year [ ]

26-35 year [ ]

5. Education level; Certificate [ ]

Ordinary National Diploma[ ]

37
 Higher National Diploma [ ]

Other (specify) [ ]

6. Marital Status: Married [ ]

: Single [ ]

7 Do you have access to a computer? Yes [ ]

No [ ]

8.Are you aware about availability of internet services in the country?

Yes [ ]

No [ ]

9. Are you accessible to the services of the internet?

Yes [ ]

No [ ]

10. Have you adopted internet use in personal level?

Yes [ ]

No [ ]

11. Have you adopted internet use in official use?

Yes [ ]

No [ ]

38
12 what are the reasons for your non- adoption of the internet use in (ii)?

Cost of adoption [ ]

Not necessary [ ]

No knowledge of operation. [ ]

39