Performance Contracting Strategy and Service Delivery by Management Staff in County Government of Bomet, Kenya
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Date
2023-11
Authors
Yegon, Gideon
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
The County Government of Bomet has implemented performance contracting to address challenges in service delivery, particularly in areas such as service accountability, client satisfaction, and feedback structure. This approach outlines the responsibilities and expectations of all involved parties to collaboratively achieve mutually agreed-upon targets and enhance overall performance. The objective of this research was to evaluate the influence of performance contracting strategy on the Service delivery by management staff in County Government of Bomet. The specific focus was on examining the effect of performance measurement, organizational commitment, communication, and organizational efficiency strategies in the County Government of Bomet. The study employed expectancy theory, goal-setting theory, SERVQUAL model and new public management theory. Explanatory research design was utilized. The target population was 260 management staff and stratified random sampling technique was used to select 70 respondents. The study employed a semi-structured questionnaire to gather both qualitative and quantitative data. A semi-structured questionnaire was utilized to gather data. A pilot study was conducted on 10% of the respondents prior to the actual data collection. The investigator’s supervisor peers and expert’s opinions determined validity of the research instrument. Reliability was determined using Cronbach’s alpha formula. The gathered data was analysed using descriptive and inferential statistics with the aid of Social Package for Statistical Science. Data analysed was presented using tables, and figures. Validity was determined by giving the questionnaires to the experts in the field of strategic management whose comments and advice were incorporated during drafting of the research instruments. Reliability was tested using Cronbanch’s alpha at alpha value of greater than 0.70. The findings indicated that organizational efficiency had the most substantial favourable impact on service delivery. Conversely, performance measurement had a noteworthy adverse effect, while effective communication had a constructive effect. Organizational commitment, however, was not significant in explaining the variation in service delivery. Specifically, project prioritization was realized as a result of timely completion of projects, and effective leadership increased citizen satisfaction. The study concluded that service delivery is notably influenced by organizational efficiency, accountability, innovation, and effective leadership. The study found out that service delivery is influenced by improving communication strategy in the county. The county government need to recheck the performance evaluation strategies so as to benefit in improving delivery of services. Proper systems were required to improve service delivery. Furthermore, the research's findings have policy implications for effective and efficient service delivery not only in the County Government of Bomet but also in other Kenyan county governments.
Description
A Research Project Submitted to the School of Business, Economics and Tourism in Partial Fulfilment of the Requirement for the Award of the Degree in Master of Business Administration (Strategic Management Option) of Kenyatta University, November, 2023
Keywords
Performance Contracting Strategy, Service Delivery, Management Staff, County Government of Bomet, Kenya