Effects of Work Stress on Service Delivery, Productivity, Service Quality and Corporate Image in Kenya Disciplined Services
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Date
2022-02-02
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Journal International of Business Managemen
Abstract
The study objective was to identify the effects of work stress on service delivery, productivity, service quality
and corporate image in Kenya disciplined services. The study would be useful in the design of effective
strategies for reducing job stress that would in turn result in improved job performance among Kenya
disciplined services. The study target population included all NYS employees based in all NYS six Stations in
Nairobi Kenya. Stratified random sampling was utilized in drawing a representative sample of 111 employees
from a population of 557 for the study. Structured questionnaires were administered by obtaining the
respondents sentiments regarding the research topic. The researcher used statistical package for Social
Scientists (SPSS) data analysis program to help generate statistical analysis further. From the study findings
it was very clear that work stress had a significant effect on service delivery, productivity, service quality and
corporate image of Kenya disciplined services. Further the study identified that work stress had a positive and
significant effect on organizational performance, the researcher found that 50.5% of staff was exposed to
stress arising from excessive work pressure also record negative concentration of work; 2.97% of staff who
suffer stress triggered by frequent abuse by supervisors had their concentration of work impaired. Also 58.1%
of staff who were exposed to frequent run-ins with supervisors experienced impaired creativity. Adequate job
control enhanced work creativity as posited by 59.2% of participating NYS staff. Findings also supported that
staff exposure to sexual harassment in the office impacted negatively on creativity. In conclusion, NYS staff
were largely exposed to stress arising from quantitative and qualitative work overload working during odd
hours, over enrolment of students in various courses, working under strict deadlines; inadequate reward
system(pay/promotion/recognition);” unnecessary” and frequent transfers especially to hardship areas;
inadequate tools and equipment, bullying by senior officers( harassment, degradation, humiliation, shame,
intimidation, coercion and threats of transfers); unclear task definition, guidelines, scheduling and job
definition; lack of training opportunities irrelevant training not matched to skill requirements ; poor
placements( role not matched to competence); poor working relation (lack of staff cooperation, arguments
and quarrels); and unsupportive working environment from both coworker and supervisors in that order. The
study findings recommended that NYS has to realign its vision, mission and long-term objective for the
challenges of becoming a premier disciplined Service will be reflected on the quality of service delivery,
corporate image, staff productivity and efficiency in service delivery
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Citation
Muchiri, C. T. (2022). Effects of work stress on service delivery, productivity, service quality and corporate image in Kenya Disciplined Services. Reviewed Journal International of Business Management, 3(1), 38-52.