Browsing by Author "Werimo, Ann Nekesa"

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    Human Resource Management Practices and Service Delivery: Case of Nairobi City County, Kenya.
    (Kenyatta University, 2024-10) Werimo, Ann Nekesa
    The Kenyan public sector has reported dismal and deteriorating services that at times are ineffective, inefficient and unresponsive to the needs of the general public. The poor service delivery informed part of the decision to form county governments, but complaints are still there on delayed and poor service quality. To enhance the service delivery quality, effectiveness and efficiency, focus has to shift to human capital and its management. Therefore, the study investigated human resource management aspects and effect on service delivery at the Nairobi City County. Specific objectives included determining how recruitment, compensation and training affects service delivery at Nairobi City County. The study was grounded on SERVQUAL model and supported by human capital theory as the theoretical perspective to the study variables. Descriptive design of the research was adopted to guide all the research activities and give an opportunity to the respondents to describe phenomenon and link to study aspects. The research targeted employees working at the Nairobi City County and specifically those in the human resource department and members of the public service board. These respondents are expected to have information that answers the research questions. The sample size was made up of 30% of the targeted population. Applying a questionnaire that is structured, primary information was collected. A pilot test was done to check valid and reliable aspects of the instrument before conducting the final study. On data collection it entailed obtaining clearance letter, research permit and permission from the county leaders and booking appointments. The researcher distributed the questionnaires and waited for them to be filled by respondents before collecting them. Once all the data has been collected, data analysis commenced. First by coding and entering the data into Ms. Excel and SPPS and then descriptive analysis, correlation and polynomial regression analysis was done to show association between the objectives. The study established that recruitment at (r =0.527) had a significant and positive effect on service delivery at Nairobi City County. It was also established that compensation at (r = 0.631) positively and significantly affected service delivery at Nairobi City County. The study established that trainings at (r =0.773) positively and significantly affect service delivery at Nairobi City County. Further results showed that training at (β=0.850) had the highest effect to service delivery; followed by compensation at (β=0.380) and lastly recruitment at (β=0.245). The study concluded that human resource management practices of recruitment, compensation and training resulted in 65.1% improvement of service delivery quality, timeliness and responsiveness at the Nairobi City County. The study recommends that county government should recruit employees who are qualified and motivated to deliver excellent service. This may involve using a variety of recruitment methods, such as job boards, employee referrals, and social media. The study further suggests that public sector organizations should provide competitive remuneration packages, including salaries and benefits that are on par with those offered by their private sector counterparts. The study further recommends that public sector employees should be trained on the values and ethics of public service. This training should help employees to understand their role as public servants and to make ethical decisions in their work.
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    Training as an Enabler of Service Delivery at the Nairobi City County
    (Reviewed Journal of Social Science & Humanities, 2024-08) Werimo, Ann Nekesa; Njoroge, Jane
    The Kenyan public sector has reported dismal and deteriorating services that at times are ineffective, inefficient and unresponsive to the needs of the general public. The poor service delivery informed part of the decision to form county governments, but complaints are still there on delayed and poor service quality. To enhance the service delivery quality, effectiveness and efficiency, focus has to shift to human capital management especially on training of employees. The paper was anchored on SERVQUAL model and supported by human capital theory. There was use of descriptive research design approach in targeted the human resource department staffs and members of the public service board and 30% formed the final sample size. Piloting confirmed the fitness, idealness of the questionnaire through validity and reliability testing. The respondents filled the questionnaires, later the data was entered into Ms. Excel and SPPS for descriptive, correlation and regression analysis. The study established that trainings positively and significantly affect service delivery at Nairobi City County. Drawn conclusions shared that training as a component of human resource management practices resulted in improved service delivery quality, timeliness and responsiveness at the Nairobi City County. The study recommends that county government and the public sector employees should be trained on the values and ethics of public service. This training should help employees to understand their role as public servants and to make ethical decisions in their work.