Influence of Employee Participation on Service Delivery: A Case of Nairobi City Water and Sewerage Company, Nairobi City County, Kenya
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Date
2019
Authors
Motieri, Stanley Ontiri
Minja, David
Journal Title
Journal ISSN
Volume Title
Publisher
AJPO
Abstract
Limited employee participation witnessed in the public sector has persistently resulted in poor
service delivery. Therefore, employee participation should take centre stage as it constitutes a
powerful force for re-energising service delivery. However, this has not been the case at
NCWSSC as evidenced by the poor water supply and sewerage services delivered to the
residents of the city. The following objectives guided the study; to examine the influence of
direct individual-based employee participation on service delivery at Nairobi Water and
Sewerage Services Company. To examine the influence of financial participation on service
delivery at Nairobi Water and Sewerage Company. The study was guided by the goal-setting
theory and participatory management theory and stakeholder theory. The research adopted a
descriptive research design. The study targeted 240 employees at Nairobi Water and Sewerage
Company. The sample population for the research was148 personnel at the Nairobi Water and
Sewerage Company headquarter at Industrial Area. The study relied on primary data that was
collected using a semi-structured questionnaire. The collected data was entered into SPSS 23
for subsequent descriptive and inferential statistics. The findings of the study indicated there is
a statistically significant influence of employee participation on service delivery. The results
of the correlation analysis indicated there was a strong positive association between direct
participation and service delivery p= .721. The results also indicated a weak negative
association between financial participation with service delivery as indicated by p-value = -
.005 respectively. The study recommended that the management should incorporate more
financial-based reward and recognition systems as well as foster the adoption of indirect
employee participation tools. The organization should further empower employees to be tasksolvers and involve them more in participative decision making and delegation of duty
Description
Article
Keywords
Employee Participation, Service Delivery, Participatory Management Approach
Citation
Motieri, S. O., & Minja, D. (2019). INFLUENCE OF EMPLOYEE PARTICIPATION ON SERVICE DELIVERY: A CASE OF NAIROBI CITY WATER AND SEWERAGE COMPANY, NAIROBI CITY COUNTY, KENYA. American Journal of Public Policy and Administration, 4(2).