Human Resource Management Practices and Service Delivery: Case of Nairobi City County, Kenya.
Loading...
Date
2024-10
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
The Kenyan public sector has reported dismal and deteriorating services that at times are
ineffective, inefficient and unresponsive to the needs of the general public. The poor service
delivery informed part of the decision to form county governments, but complaints are still there
on delayed and poor service quality. To enhance the service delivery quality, effectiveness and
efficiency, focus has to shift to human capital and its management. Therefore, the study
investigated human resource management aspects and effect on service delivery at the Nairobi
City County. Specific objectives included determining how recruitment, compensation and
training affects service delivery at Nairobi City County. The study was grounded on
SERVQUAL model and supported by human capital theory as the theoretical perspective to the
study variables. Descriptive design of the research was adopted to guide all the research
activities and give an opportunity to the respondents to describe phenomenon and link to study
aspects. The research targeted employees working at the Nairobi City County and specifically
those in the human resource department and members of the public service board. These
respondents are expected to have information that answers the research questions. The sample
size was made up of 30% of the targeted population. Applying a questionnaire that is structured,
primary information was collected. A pilot test was done to check valid and reliable aspects of
the instrument before conducting the final study. On data collection it entailed obtaining
clearance letter, research permit and permission from the county leaders and booking
appointments. The researcher distributed the questionnaires and waited for them to be filled by
respondents before collecting them. Once all the data has been collected, data analysis
commenced. First by coding and entering the data into Ms. Excel and SPPS and then descriptive
analysis, correlation and polynomial regression analysis was done to show association between
the objectives. The study established that recruitment at (r =0.527) had a significant and positive
effect on service delivery at Nairobi City County. It was also established that compensation at (r
= 0.631) positively and significantly affected service delivery at Nairobi City County. The study
established that trainings at (r =0.773) positively and significantly affect service delivery at
Nairobi City County. Further results showed that training at (β=0.850) had the highest effect to
service delivery; followed by compensation at (β=0.380) and lastly recruitment at (β=0.245). The
study concluded that human resource management practices of recruitment, compensation and
training resulted in 65.1% improvement of service delivery quality, timeliness and
responsiveness at the Nairobi City County. The study recommends that county government
should recruit employees who are qualified and motivated to deliver excellent service. This may
involve using a variety of recruitment methods, such as job boards, employee referrals, and
social media. The study further suggests that public sector organizations should provide
competitive remuneration packages, including salaries and benefits that are on par with those
offered by their private sector counterparts. The study further recommends that public sector
employees should be trained on the values and ethics of public service. This training should help
employees to understand their role as public servants and to make ethical decisions in their work.
Description
A Research Project Submitted to the School of Law, Arts And Social Sciences in Partial Fulfillment of the Requirements for the Award of the Degree of Master of Arts (Public Policy And Administration) of Kenyatta University, October 2024.
Supervisor
Jane G Njoroge