Implementation of Training and Development Programs and Service Quality in the Public Sector: A Case of Kenya Revenue Authority
Loading...
Date
2024-10
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
JISSH
Abstract
The study explored the impact of Training and Development (T&D) programs on service quality within the
public sector, with a specific focus on the Kenya Revenue Authority (KRA). While T&D programs are widely
recognized as vital for improving service delivery, there is limited understanding of how the planning,
execution, and monitoring and evaluation (M&E) of these programs directly influence service quality within
the KRA. This study addressed this gap by examining the following objectives: the effect of planning of T&D
programs on service quality, the impact of execution of T&D programs on service quality, and the influence of
M&E of T&D programs on service quality. The study adopted Human Capital, Service Quality, and
Organizational Learning theories as the theoretical framework. A descriptive survey design was used,
sampling 120 KRA employees through convenience sampling. Data collection involved semi-structured
questionnaires, and the analysis was conducted using the Statistical Package for Social Scientists (SPSS),
employing both descriptive and inferential statistics, including a multiple regression model. Results were
presented in tables, charts, and graphs, while qualitative data was analyzed through content analysis. The
study offered insights into the relationship between T&D programs and service quality, providing both
theoretical and practical contributions to organizational development and public sector management.
Description
Research article
Keywords
Citation
Yvonne Mumbi, Y., Minja, D. (2024). Implementation of training and development programs and service quality in the public sector: A case of Kenya Revenue Authority. Reviewed Journal of Social Science & Humanities, 5 (1), 602 – 615