Implementation of Training and Development Programs and Service Quality in the Public Sector: A Case of Kenya Revenue Authority
| dc.contributor.author | Mumbi, Yvonne | |
| dc.date.accessioned | 2025-07-25T12:42:08Z | |
| dc.date.available | 2025-07-25T12:42:08Z | |
| dc.date.issued | 2025-04 | |
| dc.description | A Research Proposal Submitted to the School of Law and Social Sciences in Partial Fulfilment of the Requirements for the Award of the Degree of Master of Public Policy and Administration of Kenyatta University, April 2025. Supervisor David Minja | |
| dc.description.abstract | The study aims to explore the impact of Training and Development programs on service quality within the public sector, with a specific focus on the Kenya Revenue Authority. While the significance of T&D initiatives in enhancing service quality is widely recognized, there exists a gap in understanding the specific mechanisms through which these programs influence service quality, particularly within organizations like the KRA. Existing research emphasizes the importance of T&D programs in equipping employees with the requisite skills and competencies to address evolving service demands, yet limited empirical evidence exists regarding the direct effects of planning, execution, and monitoring and evaluation of these programs on service quality outcomes within the context of the KRA. To address this gap, this study aimed to achieve three objectives: firstly, to examine the effect of planning of T&D programs on service quality; secondly, to investigate the effect of execution of T&D programs on service quality; and thirdly, to establish the effect of monitoring and evaluation of T&D programs on service quality. The study was based upon theories of Human Capital, Service Quality, and Organizational Learning to provide theoretical underpinnings. A descriptive survey research design was employed, targeting a population of 200 employees within the KRA directly involved in or affected by T&D programs. This includes finance officers, Human Resource personnel, ICT staff, Legal Service and Board Coordination officers, marketing and communication officers, and operation officers. From this target population, a census was adopted for the sample size. Total population, was selected using convenience sampling. Data was collected using a semi-structured questionnaire, and necessary permissions obtained from the University and the National Commission for Science, Technology, and Innovation (NACOSTI), Kenya Revenue Authority (KRA) for conducting the study within its premises as well as from the county commissioner. The Statistical Package for Social Scientists (SPSS) was utilized for data analysis, employing descriptive statistics (mean and standard deviation) for quantitative data. Fisher's test will also be employed to analyse the effect of variables on each other, while qualitative data was analysed using content analysis. Data presentation involved the use of tables, charts, and graphs to visually represent the quantitative data, making it easier to interpret the findings. Qualitative data will be presented in a narrative format, highlighting key themes and patterns that emerge from the content analysis. Through this comprehensive approach, the study aimed to provide valuable insights into the relationship between T&D programs and service quality within the KRA, thus contributing to both theoretical understanding and practical implications for organizational development and management. | |
| dc.identifier.uri | https://ir-library.ku.ac.ke/handle/123456789/30867 | |
| dc.language.iso | en | |
| dc.publisher | Kenyatta University | |
| dc.title | Implementation of Training and Development Programs and Service Quality in the Public Sector: A Case of Kenya Revenue Authority | |
| dc.type | Thesis |