AUTOMATED QUEUING SYSTEM ON PERFORMANCE OF SELECTED STATE-OWNED COMMERCIAL ENTITIES IN KENYA: A CONCEPTUAL PAPER

Abstract

Despite the vital role of automated queuing system on organizational performance from human resource management literature, researchers have paid little attention on state-owned commercial entities and more specifically in Kenya. Studies have revealed controversial findings on the link between automated queuing system and organizational performance thus the need for further studies to bridge the knowledge gaps. The general objective of this study will be to examine the influence of automated queuing system on performance of selected state-owned commercial entities in Kenya. Three specific objectives will be examined. The first objective will be to determine the extent of adoption of automated queuing systems in the selected State-owned entities in Kenya. The second objective will be to establish the influence of automated queuing systems on performance of selected State-owned entities in Kenya. The third objective will be to assess the challenges experienced by selected State-owned entities in Kenya when implementing automated queuing system policies and the fourth objective will be to ascertain ways of mitigating the challenges of implementing automated queuing system policies in State-owned entities in Kenya. This study will be informed by Queue management theory and technology acceptance theory. Exploratory research design will be utilized in this study. Desktop research analysis will be adopted. Published materials including peer-reviewed journals, conference papers, theses and reports relevant with the topic of the current study will be reviewed. Findings, conclusions and recommendations of this study will be derived from findings of previous empirical studies. Recommendations will be made in accordance with recommended protocols and guidelines of statistical literature. Further research will be recommended in other areas using different methodologies to facilitate collaboration of the results.