Browsing by Author "Ileny, Wilson Nasike"

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    Work Environment and Service Delivery by National Police Officers in Nairobi City County Kenya
    (JAIS, 2025-04) Ileny, Wilson Nasike; Ndegwa, Priscilla
    The purpose of this study was to explore the influence of workplace conditions on police service delivery in Nairobi City County, Kenya, in response to a noted decline in assurance, tangibility, reliability, empathy, and responsiveness. The contention of the study is that quality of police service delivery in Nairobi City County, Kenya, has been deteriorating, particularly in critical aspects such as assurance, tangibility, reliability, empathy, and responsiveness. Focusing on physical work environment and work place flexibility, the research applied theories such as Person–Environment Fit (PEF), Conservation of Resources (CoR), and SERVQUAL model, among others. A descriptive design was used, targeting 6,416 officers, with a sample of 377 selected through stratified and random sampling. Data collection involved a semi-structured survey with both qualitative and quantitative elements. Validity and reliability were ensured through a pilot study, expert review, and Cronbach’s Alpha. Analysis included descriptive and inferential statistics, with qualitative responses analysed narratively. The findings showed that improved infrastructure and flexible work arrangements significantly enhanced service delivery. Recommendations emphasize workplace reforms to boost police morale, performance, and public service quality.