Performance Management Practices and Service Delivery of the National Police Service Employees in Nairobi City County, Kenya
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Date
2023
Authors
Wekesa, Henry Kisaka
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
The successful delivery of services resulted in full consultation and the exploration of the
local people’s main problems. Public interaction ensured that the content was constructive
and sensitive, set goals, provided input, discussed events and illustrated intervention. In
responding to service to the general population, policemen played a vital role. The weak
delivery of service in the National Police Service had risen to disproportionate strength;
Kenyan police brutality also led to needless deaths, abuse and weak police oversight. The
main objective of the study was to determine the influence of Performance Management
practices and Service Delivery guided by specific objectives of; to determine the influence
of performances planning, influence of employee performance coaching, the influence of
employee performance assessment, the relationship between employee performance
recognition on service delivery of the National Police Service employees in Nairobi City
County, Kenya. Positivism Research Philosophy was the research philosophy used in the
study; Descriptive analysis design was also used. The target population of this study
consisted of 133 employees from the National Police Service under 10 selected police
formations in Nairobi City County. Census approach was adopted and all of them were
considered in the study. The questionnaire was chosen as the data Collection instrument and
was self-administered to all the respondents. A pilot test was carried out to test the data
collection tool. The analysis used the most common metric of internal accuracy known as
the cronbach’s alpha. Collected data was checked and coded for any errors or omissions, and
entered into the SPSS version 24. Correlation analysis, ANOVA, and regression analysis
both provided inferential statistical data and explained the impact of the interaction between
the Success Assessment and Service Delivery. The hypotheses were tested at 95%
confidence interval. The study established that during performance planning, the National
Police Service objectives and performance goals were communicated to the employees and
necessary training, resources, and support provided. The study concluded that Coaching at
work required National Police Service to provide clarity by discussing and reviewing the
gap between performance expectations and actual performance with the employees. The
study recommended the use of performance appraisal for chalking out compensation
packages for employees. Merit rating and compensation packages like bonus, high salary
rates, extra benefits, allowances and pre-requisites were dependent on performance appraisal
Description
A Thesis Submitted to the School of Business, Economics and Tourism in Partial Fulfillment of the Requirement for the Award of the Degree of Master of Science (Human Resource Management) Kenyatta University, March 2023.
Keywords
Performance Management Practices, Service Delivery, National Police Service Employees, Nairobi City County, Kenya