Moderating Role of User Expertise on the Relationship between Smart Technology Usage and Performance: Empirical Evidence from Non-Governmental Organizations in Nairobi City County, Kenya

Although non-governmental organizations are instrumental to development of unindustrialized countries, they have received reprimands for diminished performance. In Kenya, the ratio of gross domestic product to these organizations is approximately 1% compared to the national growth of about 5% over the last decade. The constricted performance was attributed to lack of innovation and reduced technology uptake. The increase in stakeholders' needs over-time have eclipsed these organizations' performance. Therefore, this study examined the moderating effect of user expertise on the relationship between smart technology usage and performance. The study was anchored on the Information Success Model. Stratified and random sampling technique was used to sample 266 respondents, from a population of 801 organizations. A semi-structured questionnaire was used for primary data gathering. Empirical data was analyzed through descriptive and inferential statistics. The study established that user expertise moderates the relationship between smart technology usage and organizational performance. The study findings provide knowledge on smart technology deployment and the effect on organizational performance. Consequently, top managers should leverage of this technology for superior organizational performance. Strategies focusing on nurturing skills development among employees in technology use should be developed, in order toenhance their productivity and net benefits for the organizations.