Work Environment and Service Delivery by National Police Officers in Nairobi City County, Kenya
| dc.contributor.author | Wilson Ileny Nasike | |
| dc.date.accessioned | 2026-02-18T13:15:40Z | |
| dc.date.available | 2026-02-18T13:15:40Z | |
| dc.date.issued | 2025-09 | |
| dc.description | A Research Project Submitted to the School of Business Economics and Tourism in Partial Fulfilment of the Requirements for the Award of the Degree of Master of Business Administration (Human Resource Management) of Kenyatta University. September, 2025 Supervisor; 1.Priscilla Ndegwa | |
| dc.description.abstract | Police officers' provision of services in Nairobi City County, Kenya, has been declining in key areas such as assurance, tangibility, reliability, empathy, and responsiveness. Examining how the workplace affects the county's police service delivery was the goal of this study. In particular, the research evaluated how police service delivery is affected by the physical, psychological, social, and flexible work environments. The research was guided by the Person–Environment Fit Theory, Conservation of Resources Theory, Human Relations Theory, Social Exchange Theory, and the SERVQUAL Model. A descriptive research design was employed, targeting a population of 6,416 police officers across various ranks in the twelve police sub-counties of Nairobi City County. The population was divided into twelve groups using stratified sampling, and a representative sample of 377 officers were then be chosen using simple random selection. A semi-structured survey was used to gather data, incorporating both quantitative and qualitative responses. Because the population is heterogeneous, Pilot study was carried out in Kiambu County, Kenya, to determine validity of the collection instrument. Face validity was ensured by examining all items representing the study variables. Evaluating content validity entails checking a survey tool to ensure it contained all the needed items or questions for the study. Ensuring construct validity in this study was achieved by using relevant theories, operationalizing of study variables, and a five-point Likert scale. Reliability was evaluated using the Cronbach Alpha Coefficient, where a threshold of 0.7 is deemed acceptable. Both descriptive and inferential statistics were used to analyse quantitative data. The descriptive statistics encompassed the mean and standard deviation, whereas the inferential analysis consisted of Pearson correlation and multiple linear regression. Qualitative data was analysed through content analysis and conveyed in a narrative format. Results from the quantitative analysis were presented through tables and pie charts. The researcher guaranteed that involvement stems from informed consent, with every participant engaging voluntarily. The study found that the physical work environment significantly influenced service delivery, with better infrastructure improving efficiency. Workplace flexibility positively impacted performance by reducing burnout and enhancing officers’ work-life balance. The psychological work environment played a crucial role in officers' effectiveness, while a positive social work environment fostered teamwork and job satisfaction. Recommendations include improving police infrastructure, implementing flexible scheduling, strengthening psychological support systems, and fostering a positive social work culture. Enhancing these factors will improve officer morale, productivity, and overall service quality, ultimately leading to better law enforcement outcomes in Nairobi City County, Kenya | |
| dc.description.sponsorship | Kenyatta University | |
| dc.identifier.uri | https://ir-library.ku.ac.ke/handle/123456789/32498 | |
| dc.language.iso | en | |
| dc.publisher | Kenyatta University | |
| dc.title | Work Environment and Service Delivery by National Police Officers in Nairobi City County, Kenya | |
| dc.type | Thesis |