Total Quality Management Practices and Operational Performance of Kenya Revenue Authority
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Date
2018
Authors
Kiprotich, Alfred Maritim
Njuguna, Reuben
Kilika, James
Journal Title
Journal ISSN
Volume Title
Publisher
IJCAB Publishing Group
Abstract
In the context of global competition, changing consumer demands and influence of
technology, public and private organization are striving to achieve their goals by embracing
Total Quality Management practices such as strategic leadership, research and development,
employee training, continous improvement and technology integration in the system to
enhance their operational perform. However, despite the fact that TQM practices enhance
operational performance, it is noted the public organization and more specifically Kenya
Revenue Authority is experiencing deteriorating operational performance due to internal and
external challenges. Some of the challenges range from inadequate financial resources,
employee resistance, poor leadership and lack of appropriate technology. It is on this
premise that this study sought to investigate the influence of Total Quality Mangement
practices and operational performance of Kenya Revenue Authotity. The first objective of the
study was to determine the influence of employee training and operational performance of
KRA. The second objective was to establish the influence of continous improvment and
operational performance of KRA and the third objective was to determine the influence of
system automation and operational performance of KRA. This study adopted descriptive
research design to investigate the problem that was under investigation. The target
population of the study consisted of 557 employees of Kenya Revenue Authority working at
Nairobi Headquarters. Purposive sampling technique was adopted to select the sample size
of the study that comprised of 228 employees of Kenya Revenue Authority. Respondents of the
study were selected from commissioners, managers, supervisors and officers. The ideal
sample size was arrived by using Krejcie and Morgan scientific formula.Both primary and
secondary data was used. Primary data was collected self-administered questionnaires with
both open-ended and close-ended questions. Secondary data was also sourced from quality
assurance reports, Government economic reports, customer satisfactory survey reports,
journal articles and related academic research papers. Validity of research was determined
by the researcher through seeking opinions of industry experts and Lecturers in the
department of Business Administration at Kenyatta University and scholars.Reliability of the
research instrument was was determined using Cronbach Alpha coefficient of 0.7.
Qualitative data was anayzed using key themes of published content to make deductive
arguments about the research findings. Quantitiatve data was analyzed using descriptive
statistics such as mean scores, standard devaitions and percentages and inferential statistics
such as correlation and multiple regression analysis method to test the statistical
relationship between variables of the study. Data presentation was done in form of tables.The
study established that there is a positive relationship between employee training, continous
improvement and system automation and operational performance of KRA. The study
concludes that unless KRA adopts TQM practices such as employee training, continous
improvement and system automation in the changing business environment, achieving
operational excellence will be a difficult task.The study recommends that KRA top management should embrace technology, create a customer centric culture by providing a
conducive working environment that promotes employee creativity, innnovation and
motivation thus enhanced operational performance
Description
An Article Published in International Journal of Contemporary Aspects in Strategic Management (IJCASM)