Total Quality Management on Service Delivery in Uasin Gishu County Government Ministries, Kenya
Chirchir, David Kiprotich
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The quality of service delivery offered by government depends on various agreed upon parameters. In the public sector, service delivery forms the backbone for a healthy economy of a country and when public services are well-defined, operationalized, measured and evaluated in terms of efficiency, every aspect of the public sector is called into question. However, the current situation in the public sector work place is one of low performance and poor service delivery by staff. This situation motivates this research which is intended to establish the determinants of provision of quality services in County Ministries. This study aimed at contributing to the currently existing literature in the area of quality management with a focus on the county governments in Kenya. The findings of the study shed light on gaps that exist in delivery of quality services by ministries in the counties and help County governments make informed decisions through adoption of quality management as a strategy of service delivery. Theoretically, the study used the SERVPERF and SERVQUAL models. Methodologically, the case study design was used and Uasin Gishu County Government Officials were sampled through stratified sampling technique. Data from these officials was obtained through questionnaires which they filled. The data was analysed through content analysis where huge amounts of information were condensed into meaningful generalizations recursive from the bulk of previous information. The study found out that improvement of county information systems has enhanced service delivery in the county ministries of Uasin Gishu County to a great extent. Also the county residents’ needs have averagely influenced service delivery in the ministries of Uasin Gishu County. Further to this the proximity to service delivery has not heavily influenced service delivery and the general perception is that proximity is largely circumstantial and in no way related to service delivery. The study found out that county capital resource commitment heavily influenced service delivery. The study concludes a positive correlation exists between county information systems and enhanced service delivery in the County governments. Further to the study concludes that there exists a positive correlation between needs response time and enhanced service delivery. The study was however a generalization of one County and this may not be the general case for all other Counties in the country. Therefore, the generalizations serve as a case for Uasin Gishu County but a close estimate for other Counties.