Factors affecting provision of quality service in public sector. a case of Ministry of Immigration and registration of persons Kenya.

Abstract

The purpose of this study was to investigate the factors affecting the provision of quality service delivery in Public Sector a Case of MIRP. Specific objectives was; finding out if working environment affects Provision of quality service in MIRP, determine if staff capacity affects provision of quality services in MIRP, investigate whether technology affects provision of quality service in Ministry of Immigration and Registration of Persons and establish if operating statutes/legislation affects provision of quality service in Ministry of Immigration and Registration of Persons. The study covered a sample of 7S employees of the Ministry of Immigration and Registration of Persons. Primary data was collected using structured questionnaires administered to top management, middle and juniors officers in the Ministry. The study reviewed literature on the factors affecting provision of quality service. Data was analyzed by the use of quantitative and qualitative methods, which included the use of descriptive statistics. Rank correlation was used to test the hypothesis that working environment, staff capacity, technology and operating statutes are not important factors that affect provision of quality service in the Ministry of Immigration and Registration of Persons. This study is of importance to the Public Sector in Kenya, specifically the MIRP as it shows the factors that affect provision of quality service within the Ministry. The study is relevant for academicians and researchers, and forms the basis for further research on the topic of the study. The stakeholders who are usually interested in understanding what affects the workings of the MIRP and the problems associated with it. This also go a long way in enhancing the reforms that are being introduced in the building and maintaining a comprehensive and responsive population data management for the realisation of vision 2030.