Workforce Agility Practices and Service Delivery of Police Officers in Nairobi City County, Kenya
Mburu, Maina Peter
MetadataShow full item record
Organizations currently are operating in an environment which is global and competitive where customers are frequently making higher demands for quality services. Lack of accountability, corruption cases and misuse of force are however some of the ills that police officers in Kenya have been linked with despite the reforms in policing undertaken by the government. This thus points to a need to rethink how police officers’ service delivery can be improved especially in the current dynamic and turbulent security situation by being agile. There are however very few studies done on work force agility practices and service delivery and also the ones reviewed are on direct relationship without incorporating mediating and moderating variables. It is against this backdrop that the researcher purposed to establish the influence of workforce agility practices on police officers’ service delivery in Nairobi City County, Kenya. Specifically, the study investigated the influence of organization training, reward strategies, employee involvement and information systems on service delivery of police officers in Nairobi City County, Kenya. The study also determined the mediating and moderating influence of job satisfaction and leadership style respectively on the relationship between workforce agility practices and service delivery. The study was anchored on Ability- Motivation-Opportunity Theory, Equity Theory, SERVQUAL Model, Vertical Dyad Linkage Theory and Technology Acceptance Model and will be underpinned on positivism philosophy with causal and descriptive designs being adopted. The target population comprised of 6,945 police officers drawn from eleven police sub counties in Nairobi City County. A sample of 247 police officers was drawn from six sub counties obtained using multistage probability sampling. A questionnaire was used while collecting primary data. A pilot study was conducted on 25 police officers using a questionnaire which was pretested for reliability and validity prior to data collection. Tests for multicollinearity, normality, heteroscedasticity, linearity and sampling adequacy were the diagnostic tests performed. The standard deviation and mean were the descriptive statistics that described the data while multiple linear regression analysis was employed in testing the hypotheses at 0.05 level of significance. Analysis of qualitative data was by use of content analysis. Presentation of results was by use of graphs and tables. The study findings were that organization training, reward strategies, employee involvement and information systems have a significant positive effect on service delivery of police officers in Nairobi City County, Kenya. There was also a finding that job satisfaction has a complete mediating influence on the relationship between workforce agility practices and service delivery of police officers in Nairobi City County while leadership styles were found to have a statistically significant moderating influence on the relationship between workforce agility practices and of police officers’ service delivery in Nairobi City County, Kenya. The study thus recommends that the management of the KPS should focus on employee service delivery improvement by employing workforce agility practices through interventions such as organization training, reward strategies, employee involvement and information systems. The management should in addition employ both transactional and transformational leadership styles based on the particular task to be executed. Job satisfaction policies in the organization should also be enhanced by considering employees’ wellbeing, work life balance and proper supervision strategies with an aim of service delivery betterment.