THE ROLE OF RECORDS MANAGEMENT IN ENHANCING SERVICE DELIVERY IN NAIROBI CITY COUNTY
Abstract
The aim of this study was to investigate sound records management in Nairobi City County (N.C.C) in enhancing service delivery with the intention of making recommendations. The theoretical foundation for the study was based on systems theory. The study adopted the descriptive research design. The target population of the study included all the 22 records clerks in the various departments of Nairobi City County as well as the records manager. A census approach was used to select all the 22 records clerks staff while purposive sampling technique was used to select the records manager. The data collection tools were self-administered questionnaire and interview. Quantitative data was analyzed using descriptive statistics with the aid of SPSS. Qualitative data was organized into broad themes and the content reported in a narrative form. The researcher collected from the respondents all the questionnaires which translated to a return rate of 100%. The results of the study established that although N.C.C had a records management policy, it was rarely complied with and there was no mechanism in place to monitor the staffs’ compliance with it. The policy had also not been reviewed since its formulation. The study recommended that the records manager should establish a mechanism through which the records management policy can be complied with by the personnel.
Key Terms: Disposal, Document, Electronic record, Integrity, Preservation, Record, Records management, Records management policy, Records security, Records system
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Abonyo, J. A. (2002). Managing Housing Information in Kenya. The Architect: The Journal of Architectural Association of Kenya, 5(2), 25–27.
Asogwa, B. E. (2012). The challenge of managing electronic records in developing countries: Implications for records managers in sub Saharan Africa. Records Management Journal, 22(3), 198–211. https://doi.org/10.1108/09565691211283156
Babbie, E. R. (2013). The practice of social research (13th ed.).
Belmont, CA: Wadsworth Cengage Learning.
Banerjee, A., & Chaudhury, S. (2010). Statistics without tears: Populations and samples. Industrial Psychiatry Journal, 19(1), 60–65. https://doi.org/10.4103/0972-6748.77642
Iwhiwhu, E. (2005). Management of records in Nigerian universities: Problems and prospects. The Electronic Library, 23(3), 345–355.
Bertalanffy, V. L. (1968). General systems theory. New York: George Braziller.
Bitner, J., & Bitner, N. (2002). Integrating technology into the classroom: Eight keys to success. Journal of Technology and Teacher, 10(1), 95–100.
Cozby, P. C. (2001). Measurement concepts: Methods in behavioral research (7th ed.). California: Mayfield Publishing Company.
Creswell, J. W. (2012). Educational research: planning, conducting, and evaluating quantitative and qualitative research. Boston: Pearson.
Fowler, F. J. (2002). Survey research methods (3rd ed.). Thousand Oaks, CA: SAGE Publications, Inc.
Gall, M. D., Gall, J. P., & Borg, W. R. (2007). Educational research: an introduction (8. ed.,). Boston: Pearson/Allyn & Bacon.
George, D., & Mallery, P. (2003). SPSS for Windows step by step: A simple guide and reference 11.0 update (4th ed). Boston: Allyn & Bacon.
Gill, S. L. (1993). File management and information retrieval systems: A manual for managers and technicians (3rd Ed). Colorado: Libraries Unlimited.
International Organization for Standardization. (2001). ISO 15489-1:2001 - Information and documentation -- Records management -- Part 1: General. International Organization for Standardization. Retrieved from http://www.iso.org/iso/catalogue_detail?csnumber=3190
International Organization for Standardization (ISO). (2001). ISO 15489: Information and documentation -- Records management -- Part 1: General. Geneva: International Organization for Standardization.
International Records Management Trust. (2011). A Country Strategy for Managing Records as Reliable Evidence for ICT/ e- Government and Freedom of Information. Retrieved November 11, 2016, from www.irmt.org
International Records Management Trust (IRMT). (2000). Managing records as the basis for effective service delivery and public accountability in development: An introduction to core principles for staff of the World Bank and its partners. London: International Records Management Trust.
International Records Management Trust (IRMT). (2009). Understanding the context of electronic records. London: International Records Management Trust.
Johare, R., & Noorman Masrek, M. (2011). Malaysian archival heritage at risk?: A survey of archivists’ knowledge and skills in managing electronic records. Library Review, 60(8), 685–711. https://doi.org/10.1108/00242531111166719
Kalusopa, T. (2011). Developing an e-records readiness framework for labour organisation in Botswana (PhD thesis). University of South Africa, Pretoria.
Kalusopa, T., & Ngulube, P. (2012). Record management practices in labour organizations in Botswana. South African Journal of Information Management, 14(1), 1–15.
Kaplan, R. M., & Saccuzzo, D. P. (2008). Psychological Testing: Principles, Applications, and Issues. Boston: Cengage Learning.
Kaunda, J. M. (2005). Effective States and Engaged Societies: Capacity Development for Growth, Service Delivery, Empowerment and Security in Africa: The Case of Botswana. Botswana: Bostwana Institute for Development Policy Analysis (BIDPA). Retrieved from http://siteresources.worldbank.org/AFRICAEXT/Resources/CD_Botswana.pdf
Keakopa, S. (2006). Management of electronic records in Botswana, Namibia and South Africa: Opportunities and challenges (PhD Thesis). University College, London.
Kemoni, H. (2007). Records management practices and public service delivery in Kenya. University of KwaZulu-Natal, Pietermaritzburg.
Kemoni, H. (2008). Management of public sector records: The Kenyan picture. In Issues in Managing and Preserving the Documentary Heritage of Africa.
Kemoni, H. N. (2009). Management of electronic records: Review of empirical studies from the Eastern, Southern Africa Regional Branch of the International Council on Archives (ESARBICA) region. Records Management Journal, 19(3), 190–203. https://doi.org/10.1108/09565690910999184
Kemoni, H., & Wamukoya, J. (2000). Preparing for the management of electronic records at Moi University, Kenya: A case study. African Journal of Library, Archives and Information Science, 10(2), 125–138.
Kennedy, J., & Schauder, C. (1998). Records management: A guide to corporate record keeping (2nd ed.). South Melbourne: Longman.
Kootshabe, T. J. (2011). Preservation of records in selected ministries and departments in Botswana (MARM Dissertation). University of Bostwana, Gaborone.
Kothari, C. R. (2004). Research methodology methods & techniques. New Delhi: New Age International (P) Ltd.
Kumar, R. (2012). Research methodology: a step-by-step guide for beginners (3. ed., reprinted). Los Angeles: Sage Publ.
Kyobe, M. E., Molai, P., & Salie, T. (2009). Investigating electronic records management and compliance with regulatory requirements in a South African university. South African Journal of Information Management, 11(1), 1–16.
Lavrakas, P. (2008). Self-Administered Questionnaire. In Encyclopedia of Survey Research Methods. Thousand Oaks: Sage Publications, Inc.
Manyabula, M. (2009). Public Service Reform, Accountability and Records Management: A Case Study of Tanzania. ESARBICA Journal: Journal of the Eastern and Southern Africa Regional Branch of the International Council on Archives, 28(1). https://doi.org/10.4314/esarjo.v28i1.44395
Moloi, J. (2006). An investigation of e-records in government: Case study of Botswana (Master’s thesis). University of Botswana, Botswana.
Muemi, C., & Rotich, G. (2015). Influence of records management on service delivery in the public sector in Kenya: A case study of lands department, ministry of lands, housing and urban development. Strategic Journal of Business & Change Management, 2(69), 667–688.
Mugenda, O. M., & Mugenda, A. G. (2003). Research methods: Quantitative and qualitative approaches. Nairobi: Acts Press.
Mutula, S., & Wamukoya, J. M. (2009). Public sector information management in east and southern Africa: Implications for FOI, democracy and integrity in government. International Journal of Information Management, 29(5), 333–341. https://doi.org/10.1016/j.ijinfomgt.2009.04.004
Muzaki, F., & Okello-Obura, C. (2015). An audit of records and information management practices and ICTs utilization among SMEs in northern Uganda.Library Philosophy and Practice (E-Journal). Retrieved from http://digitalcommons.unl.edu/libphilprac/1240/
Naidain, M. (2006). Strategic management and use of government information in Africa: The case of Kenya. Presented at the International seminar of strategic management and democratic use of government information in Africa, Addis Ababa.
Neuman, W. L. (2007). Social research methods. New Delhi: Pearson.
Newton, L. (2003). The impact of quality on building life cycle costs (PhD Thesis). University of Brunswick, Fredericton.
Ngoepe, M. (2008). An exploration of records management trends in the South African public sector: A case study of provincial and local government (Masters thesis). University of South Africa, Pretoria.
Ngulube, P. (2000). Professionalism and ethics in records management in the public sector in Zimbabwe. Records Management Journal, 10(3), 161–173.
Noluvuyo, K. (2010). An investigation of the role of records management with specific reference to Amathole district municipality (Master’s thesis). Nelson Mandela Metropolitan University, South Africa.
Ondieki, E. (2014). The role of records management in public service delivery in county governments in Kenya: A case study of Kisii county government headquarters (Master’s thesis). University of Nairobi, Nairobi.
Orodho, J. A. (2008). Techniques of writing research proposals and reports in education and social sciences (2nd ed.). Maseno: Kanezja HP Enterprises.
Orr, S. (2015). Integrity in government through records management: essays in honour of Anne Thurston. Archives and Records, 36(2), 230–232.
Patton, M. Q. (2009). Qualitative research & evaluation methods (3rd ed.). Thousand Oaks, Calif.: Sage.
Popoola, S. O. (2003). Environmental scanning for strategic advantage of managers in oil companies in Nigeria. Nigeria Libraries, 37(1), 42–56.
Rexwhite, E. T., Doreen, O. Y., & Akpovoka, E. O. (2013). The Use Of Databases For Information Storage And Retrieval In Selected Banks In Delta State, Nigeria. International Journal of Scientific and Technology Research, 2(3), 11–24.
Saunders, M., Lewis, P., & Thornhill, A. (2009). Research methods for business students (5. ed). Harlow: Financial Times Prentice Hall.
Sebina, P. M. I. M. (2006). Freedom of Information, Records Management and Good Governance. Any Symbolic Relationship? ESARBICA Journal: Journal of the Eastern and Southern Africa Regional Branch of the International Council on Archives, 23(1), 45–50. https://doi.org/10.4314/esarjo.v23i1.30963
Seltiz, C., Wrightsman, L. ., & Cook, W. S. (1976). Research methods in social relations (3rd ed.). New York: Holt Rinehart & Winston.
Shah, A. (Ed.). (2005). Public service delivery: Public sector governance and accountability series. Washington DC: World Bank.
Shepherd, E. (2006). Why are records in the public sector organizational assets? Records Management Journal, 16(1), 6–12. https://doi.org/10.1108/09565690610654747
Shepherd, E., & Yeo, G. (2003). Managing records: A handbook of principles and practice. London: Facet.
Shepherd, E., & Yeo, G. (2003). Managing records: A handbook of principles and practice. London: Facet Publishing.
Siew Lin, L., Ramaiah, C. K., & Kuan Wal, P. (2003). Problems in the preservation of electronic records. Library Review, 52(3), 117–125. https://doi.org/10.1108/00242530310465924
South African National Archives and Records Service. (n.d.). Why Records Management? Retrieved February 11, 2017, from https://www.nationalarchives.gov.za/node/421
Stenbacka, C. (2001). Qualitative research requires quality concepts of its own. Management Decision, 39(7), 551–556. https://doi.org/10.1108/EUM0000000005801
Swanson, R. A. (2013). Theory Building in Applied Disciplines. San Francisco: Berrett-Koehler Publishers.
Tale, S., & Alefaio, O. (2005). Records management in developing countries: Challenges and threats - Towards a realistic plan. ACARM Newsletter, (37).
Ugwunze, I. V. (2001). An examination of records management in the University of Lagos registry. African Journal of Library, Archives and Information Science, 2(1), 39–46.
Uwaifo, S. (2004). Management use of records in Delta State University, Abraka, Nigeria. Records Management Journal, 14(2), 85–89. https://doi.org/10.1108/09565690410546136
Wamukoya, J. (1995). Records: a neglected information resource in Africa. Records Management Journal, 5(1), 15–22. https://doi.org/10.1108/eb027076
Wamukoya, J. (2000). Records and archives as a basis for good government: implications and challenges for records managers and archivists in Africa. Records Management Journal, 10(1), 23–33. https://doi.org/10.1108/EUM0000000007254
Wamukoya, J., & Mutula, S. M. (2005). Capacity‐building requirements for e‐records management: The case in East and Southern Africa. Records Management Journal, 15(2), 71–79. https://doi.org/10.1108/09565690510614210
Wisniewski, M. (1996). Measuring service quality in the public sector: The potential for SERVQUAL. Total Quality Management, 7(4), 357–366.
Wisniewski, M. (2001). Using SERVQUAL to assess customer satisfaction with public sector services. Managing Service Quality: An International Journal, 11(6), 380–388. https://doi.org/10.1108/EUM0000000006279
Yusof, Z. M., & Chell, R. W. (2000). The Records Life Cycle: an inadequate concept for technology-generated records. Information Development, 16(3), 135–141. https://doi.org/10.1177/0266666004240413
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York: Free Press.
References
Abonyo, J. A. (2002). Managing Housing Information in Kenya. The Architect: The Journal of Architectural Association of Kenya, 5(2), 25–27.
Asogwa, B. E. (2012). The challenge of managing electronic records in developing countries: Implications for records managers in sub Saharan Africa. Records Management Journal, 22(3), 198–211. https://doi.org/10.1108/09565691211283156
Babbie, E. R. (2013). The practice of social research (13th ed.). Belmont, CA: Wadsworth Cengage Learning.
Banerjee, A., & Chaudhury, S. (2010). Statistics without tears: Populations and samples. Industrial Psychiatry Journal, 19(1), 60–65. https://doi.org/10.4103/0972-6748.77642
Iwhiwhu, E. (2005). Management of records in Nigerian universities: Problems and prospects. The Electronic Library, 23(3), 345–355.
Bertalanffy, V. L. (1968). General systems theory. New York: George Braziller.
Bitner, J., & Bitner, N. (2002). Integrating technology into the classroom: Eight keys to success. Journal of Technology and Teacher, 10(1), 95–100.
Cozby, P. C. (2001). Measurement concepts: Methods in behavioral research (7th ed.). California: Mayfield Publishing Company.
Creswell, J. W. (2012). Educational research: planning, conducting, and evaluating quantitative and qualitative research. Boston: Pearson.
Fowler, F. J. (2002). Survey research methods (3rd ed.). Thousand Oaks, CA: SAGE Publications, Inc.
Gall, M. D., Gall, J. P., & Borg, W. R. (2007). Educational research: an introduction (8. ed.,). Boston: Pearson/Allyn & Bacon.
George, D., & Mallery, P. (2003). SPSS for Windows step by step: A simple guide and reference 11.0 update (4th ed). Boston: Allyn & Bacon.
Gill, S. L. (1993). File management and information retrieval systems: A manual for managers and technicians (3rd Ed). Colorado: Libraries Unlimited.
International Organization for Standardization. (2001). ISO 15489-1:2001 - Information and documentation -- Records management -- Part 1: General. International Organization for Standardization. Retrieved from http://www.iso.org/iso/catalogue_detail?csnumber=3190
International Organization for Standardization (ISO). (2001). ISO 15489: Information and documentation -- Records management -- Part 1: General. Geneva: International Organization for Standardization.
International Records Management Trust. (2011). A Country Strategy for Managing Records as Reliable Evidence for ICT/ e- Government and Freedom of Information. Retrieved November 11, 2016, from www.irmt.org
International Records Management Trust (IRMT). (2000). Managing records as the basis for effective service delivery and public accountability in development: An introduction to core principles for staff of the World Bank and its partners. London: International Records Management Trust.
International Records Management Trust (IRMT). (2009). Understanding the context of electronic records. London: International Records Management Trust.
Johare, R., & Noorman Masrek, M. (2011). Malaysian archival heritage at risk?: A survey of archivists’ knowledge and skills in managing electronic records. Library Review, 60(8), 685–711. https://doi.org/10.1108/00242531111166719
Kalusopa, T. (2011). Developing an e-records readiness framework for labour organisation in Botswana (PhD thesis). University of South Africa, Pretoria.
Kalusopa, T., & Ngulube, P. (2012). Record management practices in labour organizations in Botswana. South African Journal of Information Management, 14(1), 1–15.
Kaplan, R. M., & Saccuzzo, D. P. (2008). Psychological Testing: Principles, Applications, and Issues. Boston: Cengage Learning.
Kaunda, J. M. (2005). Effective States and Engaged Societies: Capacity Development for Growth, Service Delivery, Empowerment and Security in Africa: The Case of Botswana. Botswana: Bostwana Institute for Development Policy Analysis (BIDPA). Retrieved from http://siteresources.worldbank.org/AFRICAEXT/Resources/CD_Botswana.pdf
Keakopa, S. (2006). Management of electronic records in Botswana, Namibia and South Africa: Opportunities and challenges (PhD Thesis). University College, London.
Kemoni, H. (2007). Records management practices and public service delivery in Kenya. University of KwaZulu-Natal, Pietermaritzburg.
Kemoni, H. (2008). Management of public sector records: The Kenyan picture. In Issues in Managing and Preserving the Documentary Heritage of Africa.
Kemoni, H. N. (2009). Management of electronic records: Review of empirical studies from the Eastern, Southern Africa Regional Branch of the International Council on Archives (ESARBICA) region. Records Management Journal, 19(3), 190–203. https://doi.org/10.1108/09565690910999184
Kemoni, H., & Wamukoya, J. (2000). Preparing for the management of electronic records at Moi University, Kenya: A case study. African Journal of Library, Archives and Information Science, 10(2), 125–138.
Kennedy, J., & Schauder, C. (1998). Records management: A guide to corporate record keeping (2nd ed.). South Melbourne: Longman.
Kootshabe, T. J. (2011). Preservation of records in selected ministries and departments in Botswana (MARM Dissertation). University of Bostwana, Gaborone.
Kothari, C. R. (2004). Research methodology methods & techniques. New Delhi: New Age International (P) Ltd.
Kumar, R. (2012). Research methodology: a step-by-step guide for beginners (3. ed., reprinted). Los Angeles: Sage Publ.
Kyobe, M. E., Molai, P., & Salie, T. (2009). Investigating electronic records management and compliance with regulatory requirements in a South African university. South African Journal of Information Management, 11(1), 1–16.
Lavrakas, P. (2008). Self-Administered Questionnaire. In Encyclopedia of Survey Research Methods. Thousand Oaks: Sage Publications, Inc.
Manyabula, M. (2009). Public Service Reform, Accountability and Records Management: A Case Study of Tanzania. ESARBICA Journal: Journal of the Eastern and Southern Africa Regional Branch of the International Council on Archives, 28(1). https://doi.org/10.4314/esarjo.v28i1.44395
Moloi, J. (2006). An investigation of e-records in government: Case study of Botswana (Master’s thesis). University of Botswana, Botswana.
Muemi, C., & Rotich, G. (2015). Influence of records management on service delivery in the public sector in Kenya: A case study of lands department, ministry of lands, housing and urban development. Strategic Journal of Business & Change Management, 2(69), 667–688.
Mugenda, O. M., & Mugenda, A. G. (2003). Research methods: Quantitative and qualitative approaches. Nairobi: Acts Press.
Mutula, S., & Wamukoya, J. M. (2009). Public sector information management in east and southern Africa: Implications for FOI, democracy and integrity in government. International Journal of Information Management, 29(5), 333–341. https://doi.org/10.1016/j.ijinfomgt.2009.04.004
Muzaki, F., & Okello-Obura, C. (2015). An audit of records and information management practices and ICTs utilization among SMEs in northern Uganda.Library Philosophy and Practice (E-Journal). Retrieved from http://digitalcommons.unl.edu/libphilprac/1240/
Naidain, M. (2006). Strategic management and use of government information in Africa: The case of Kenya. Presented at the International seminar of strategic management and democratic use of government information in Africa, Addis Ababa.
Neuman, W. L. (2007). Social research methods. New Delhi: Pearson.
Newton, L. (2003). The impact of quality on building life cycle costs (PhD Thesis). University of Brunswick, Fredericton.
Ngoepe, M. (2008). An exploration of records management trends in the South African public sector: A case study of provincial and local government (Masters thesis). University of South Africa, Pretoria.
Ngulube, P. (2000). Professionalism and ethics in records management in the public sector in Zimbabwe. Records Management Journal, 10(3), 161–173.
Noluvuyo, K. (2010). An investigation of the role of records management with specific reference to Amathole district municipality (Master’s thesis). Nelson Mandela Metropolitan University, South Africa.
Ondieki, E. (2014). The role of records management in public service delivery in county governments in Kenya: A case study of Kisii county government headquarters (Master’s thesis). University of Nairobi, Nairobi.
Orodho, J. A. (2008). Techniques of writing research proposals and reports in education and social sciences (2nd ed.). Maseno: Kanezja HP Enterprises.
Orr, S. (2015). Integrity in government through records management: essays in honour of Anne Thurston. Archives and Records, 36(2), 230–232.
Patton, M. Q. (2009). Qualitative research & evaluation methods (3rd ed.). Thousand Oaks, Calif.: Sage.
Popoola, S. O. (2003). Environmental scanning for strategic advantage of managers in oil companies in Nigeria. Nigeria Libraries, 37(1), 42–56.
Rexwhite, E. T., Doreen, O. Y., & Akpovoka, E. O. (2013). The Use Of Databases For Information Storage And Retrieval In Selected Banks In Delta State, Nigeria. International Journal of Scientific and Technology Research, 2(3), 11–24.
Saunders, M., Lewis, P., & Thornhill, A. (2009). Research methods for business students (5. ed). Harlow: Financial Times Prentice Hall.
Sebina, P. M. I. M. (2006). Freedom of Information, Records Management and Good Governance. Any Symbolic Relationship? ESARBICA Journal: Journal of the Eastern and Southern Africa Regional Branch of the International Council on Archives, 23(1), 45–50. https://doi.org/10.4314/esarjo.v23i1.30963
Seltiz, C., Wrightsman, L. ., & Cook, W. S. (1976). Research methods in social relations (3rd ed.). New York: Holt Rinehart & Winston.
Shah, A. (Ed.). (2005). Public service delivery: Public sector governance and accountability series. Washington DC: World Bank.
Shepherd, E. (2006). Why are records in the public sector organizational assets? Records Management Journal, 16(1), 6–12. https://doi.org/10.1108/09565690610654747
Shepherd, E., & Yeo, G. (2003). Managing records: A handbook of principles and practice. London: Facet.
Shepherd, E., & Yeo, G. (2003). Managing records: A handbook of principles and practice. London: Facet Publishing.
Siew Lin, L., Ramaiah, C. K., & Kuan Wal, P. (2003). Problems in the preservation of electronic records. Library Review, 52(3), 117–125. https://doi.org/10.1108/00242530310465924
South African National Archives and Records Service. (n.d.). Why Records Management? Retrieved February 11, 2017, from https://www.nationalarchives.gov.za/node/421
Stenbacka, C. (2001). Qualitative research requires quality concepts of its own. Management Decision, 39(7), 551–556. https://doi.org/10.1108/EUM0000000005801
Swanson, R. A. (2013). Theory Building in Applied Disciplines. San Francisco: Berrett-Koehler Publishers.
Tale, S., & Alefaio, O. (2005). Records management in developing countries: Challenges and threats - Towards a realistic plan. ACARM Newsletter, (37).
Ugwunze, I. V. (2001). An examination of records management in the University of Lagos registry. African Journal of Library, Archives and Information Science, 2(1), 39–46.
Uwaifo, S. (2004). Management use of records in Delta State University, Abraka, Nigeria. Records Management Journal, 14(2), 85–89. https://doi.org/10.1108/09565690410546136
Wamukoya, J. (1995). Records: a neglected information resource in Africa. Records Management Journal, 5(1), 15–22. https://doi.org/10.1108/eb027076
Wamukoya, J. (2000). Records and archives as a basis for good government: implications and challenges for records managers and archivists in Africa. Records Management Journal, 10(1), 23–33. https://doi.org/10.1108/EUM0000000007254
Wamukoya, J., & Mutula, S. M. (2005). Capacity‐building requirements for e‐records management: The case in East and Southern Africa. Records Management Journal, 15(2), 71–79. https://doi.org/10.1108/09565690510614210
Wisniewski, M. (1996). Measuring service quality in the public sector: The potential for SERVQUAL. Total Quality Management, 7(4), 357–366.
Wisniewski, M. (2001). Using SERVQUAL to assess customer satisfaction with public sector services. Managing Service Quality: An International Journal, 11(6), 380–388. https://doi.org/10.1108/EUM0000000006279
Yusof, Z. M., & Chell, R. W. (2000). The Records Life Cycle: an inadequate concept for technology-generated records. Information Development, 16(3), 135–141. https://doi.org/10.1177/0266666004240413
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York: Free Press.
DOI: http://dx.doi.org/10.61426/sjbcm.v5i3.867
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