Browsing by Author "Wambua, Phillip P."

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    Employee Training and Delivery of Services at the Postal Corporation of Kenya
    (EdinBurg, 2024) Mutuku, Irene Ngii; Wainaina, Lawrence Warimbo; Wambua, Phillip P.
    Purpose:Service delivery is an essential aspect for an organization to gain competitive advantage, sinceservice delivery deals with how a serviceor aproduct is delivered to the client and whether it’s fairly or unfairly done hence determining prosperity or downfall of organization. A sure wayof realizing full potential of an organization is use relevant human resource development mechanisms appropriately. Human resource development mechanisms describean organization’s strategies of investing in activities andprograms that are intended to develop competence, skills, and knowledge of employees.The study aimed to examinepossible association between employee training efforts and service delivery in Postal Corporation of Kenya in Nairobi. Methods:The study is anchored on SERVIQAL model and it deployed a positive research philosophy paradigm and quantitative research design, targeting apopulation of 400 respondents comprising 300 employees and100 clients, 40% sample size is obtained from target population translating to 160 respondents. Results:Key finding of the study wasthat employee training is a significantdeterminant of service delivery at Postal Corporation of Kenya. As such, the corporation’s efforts at enhancing the capacity of its employees were established to be significantly linked to the quality of the corporation’s services. Conclusion:Thestudy recommends deliberate planning and enhancement of theemployees’ skills and knowledge to ensure continued competitiveness of the corporation.