Human Resource Development Mechanisms and Service Delivery in Postal Corporation of Kenya Nairobi City County.
| dc.contributor.author | Mutuku, Irene Ngii | |
| dc.date.accessioned | 2026-03-10T09:25:24Z | |
| dc.date.available | 2026-03-10T09:25:24Z | |
| dc.date.issued | 2025-07 | |
| dc.description | A Thesis Submitted to the School of Business, Economics and Tourism in Partial Fullfilment of the Requirements for the Award of the Degree of Doctor of Philosophy (Human Resource Management Option) of Kenyatta University. July, 2025 Supervisors Peter Philip Wambua Lawrence Wainaina | |
| dc.description.abstract | Service delivery deals with how service product is delivered to client and whether it is fairly or unfairly done service delivery is an essential aspect for postal corporation of Kenya to gain competitive advantage hence determining prosperity or down fall of the corporation. One sure way of realizing full potential of organization is use of relevant human resource development mechanisms appropriately. Human resource development mechanisms describe organization strategies of investing in activities and programs that develop competence, skills and knowledge of employees. Internationally business environment is characterized by increase in competition since time memorial. Hence raising question whether level of service delivery could be attributed to human resource development mechanisms adapted in organization. General objective aimed at determining effect of human resource development mechanisms on service delivery in Postal Corporation of Kenya in Nairobi city county. Specifically, study aimed at establishing effect of training, employee welfare, feedback and reward system on service delivery in Postal Corporation of Kenya in Nairobi. Study sought to find out moderating role of organizational resource on relationship between human resource development mechanisms and service delivery in Postal Corporation of Kenya in Nairobi city County. Lastly study evaluated mediating role of technological environment on relationship between human resource development mechanisms and service delivery in Postal Corporation of Kenya in Nairobi city County. Study was anchored on SERVIQAL model, Maslow’s Hierarchy of needs theory, Goal setting theory and Resource Based theory. Study used positivist research philosophy paradigm and descriptive cross-sectional research design. Target population of 400 respondents comprising of 300 employees and 100 clients, 60% sample size is obtained from target population using simple random sampling technique translating to 240 respondents. Structured questionnaires were used to collect primary data. Confirmatory factor analysis was done to test for validity the research instruments Cronbach alpha was used to test for reliability. Data was then subjected to statistical analyses using statistical tools such spread sheets and SPSS. Normality test was done using Kolmogorov Smirnov test to ascertain if data was normally distributed, Pearson’s Correlation coefficient was used to test assumption for linear relationship between variables, variance Inflation Factor was used to test likelihood of multicollinearity and homoscedasticity test was done using Breusch Pagan test to determine if explanatory and predictor variable variance was similar. Multiple regression models that allowed study to predict effect of independent variables on dependent variable and moderation as well as mediation effect tests were done using multiple regression models respectively. Hypothesis testing was done at p<0.000 level of significance with computed effect being statistically significant at 95%. Key finding from results of collected and analyzed data found human resource development mechanisms have significant effect on service delivery at Postal Corporation of Kenya in Nairobi City County. Inconclusion human resource development mechanisms established to be significantly linked to quality of corporation’s services include training, welfare, reward system, feedback. Both mediating and moderating effects of corporation’s technological environment and organizational resources were positively ascertained. Therefore, study recommends deliberate planning and enhancement of identified human resource development mechanisms to ensure continued competitiveness of Postal Corporation. | |
| dc.identifier.uri | https://ir-library.ku.ac.ke/handle/123456789/32682 | |
| dc.language.iso | en | |
| dc.publisher | Kenyatta University | |
| dc.title | Human Resource Development Mechanisms and Service Delivery in Postal Corporation of Kenya Nairobi City County. | |
| dc.type | Thesis |