Effect of Performance Management on Quality Service Delivery of National Government Administration Offices, Nakuru County, Kenya
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Date
2024
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IJPAMR
Abstract
Despite the National Government Administrative Officers of Kenya making diligent efforts
to address dissatisfaction with public services by revising their performance contracting
policy, these attempts have consistently fallen short of meeting public expectations. The
specific objective outlined below formed the basis of this research project: assessing the
influence of performance management on quality service delivery of national government
administration offices, Nakuru County Kenya. The Resource-Based View theory and
SERVQUAL Model were the theories used in this study. This study used descriptive research
approach. The 111 National Government Administration officers in Nakuru County were
target population for this study. The research employed census technique in order to
incorporate all individuals of the target group. Data collection was done using
questionnaires, and the information obtained was quantitative in nature. The piloting
process aided in enhancing the validity of the study instrument by identifying potentially
confusing components and refining them. Cronbach's Alpha was utilized as an indicator of
internal consistency. A pilot study was conducted in Nyamira County. A dependability
threshold of values greater than 0.7 was employed. The data collected was predominantly
quantitative in nature. The analysis of the quantitative data was performed using SPSS
version 25 (Statistical Package for Social Sciences). The study encompassed both descriptive
and inferential statistical techniques. Descriptive statistics involved the use of percentages,
frequencies, measures of central tendency (mean), and measures of dispersion (standard
deviation). The analysis of the study revealed a positive correlation between performance
management and the quality service delivery of national government administration offices,
Nakuru County Kenya with a Pearson correlation coefficient of r = 0.006 and a significance
value of 0.959. Furthermore, a positive relationship was found between the effect of career
development on quality service delivery of national government administration offices at
Nakuru County, Kenya, with a correlation coefficient of r = 0.141 and a significance value
of 0.205. Furthermore, a significant association was noted between effect of training on
quality service delivery of national government administration offices Nakuru County Kenya
(r = 0.332, sig-value = 0.002). Finally, there was a positive correlation between the effects
of compensation on quality service delivery of national government administration offices
Nakuru County Kenya (r = 0.248, sig-value = 0.024). Based on the findings, several
conclusions were drawn: that majority of respondents believe that process inefficiencies can
be identified by considering employee views on the accuracy and fairness of performance
management procedures. The adoption of 360-degree feedback for performance monitoring
might not effectively cover all essential components of an efficient performance.
management system. The study concluded that the assertion that on-the-job training
programs are more likely to enhance employee capability suggests that practical, hands-on
learning experiences contribute significantly to skill development. This type of training is
considered more effective compared to theoretical or classroom-based approaches. The
study recommends that a similar study to be done on the influence of human resource policies
on service delivery in Kenya. This study recommends that other researchers should explore
on other sustainable Human Resource Management practices that can influence
performance of organizations in the public service sector. Future studies could also explore
the relative importance of human resources management practices across East African
countries.
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Citation
Ongere, B. M., & Muchemi, A. (2024). Effect of Performance Management on Quality Service Delivery of National Government Administration Offices, Nakuru County, Kenya. International Journal of Public Administration and Management Research, 10(3), 67-83.