Human Resource Management Practices and Service Delivery of the National Government Administration Nakuru County, Kenya
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Date
2024-11
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Kenyatta University
Abstract
Despite the National Government Administrative Officers of Kenya making diligent efforts to address dissatisfaction with public services by revising their performance contracting policy, these attempts have consistently fallen short of meeting public expectations. This study aimed to evaluate how human resource management techniques impact service delivery in Nakuru City County's administrative branches. The research focuses on factors such as career progression, remuneration, service quality and performance management that influence service provision while using various theoretical frameworks like the SERVQUAL Model, Best Fit Theory Model of Service Delivery Resource-Based View theory and Configurational theory. In this research study, a descriptive research design was utilized. A census method was used targeting 111 government employees in this region, to evaluate the questionnaires; a random sample of 11 respondents. Self-administered questionnaires were used for primary data collection. The pilot study was conducted in Nyamira County. To enhance the capacity of research instruments to yield consistent findings across multiple trials, a preliminary evaluation of the questionnaire was conducted using a sample distinct from the main study group who were not part of the final research. The data obtained included both quantitative and qualitative factors. Content analysis was utilized to conduct qualitative research, which subsequently was presented in the form of themes and narratives. Quantitative data was assessed using SPSS version 25, the Statistical Package for Social Sciences Results indicate a positive correlation between training or compensation opportunities/career Based on the results, a positive correlation was observed between performance management and on quality service delivery of national government administration offices, Nakuru County Kenya with a Pearson correlation coefficient of r = 0.006 and a significance value of 0.959. Further, a positive relationship was found between effect career development on quality service delivery of national government administration offices Nakuru County Kenya, with a correlation coefficient of r = 0.141 and a significance value of 0.205. Furthermore, a significant association was noted between effect of training on quality service delivery of national government administration offices Nakuru County Kenya (r = 0.332, sig-value = 0.002). Finally there was a positive correlation between the effects of compensation on quality service delivery of national government administration offices Nakuru County Kenya (r = 0.248, sig-value = 0.024). The researcher concluded that The adoption of 360-degree feedback for performance monitoring might not effectively cover all essential components of an efficient performance management system. This implies that organizations need to carefully consider and address gaps in their performance monitoring strategies when incorporating 360-degree feedback. Employee promotion within the ministry is positively correlated with improved service delivery. This suggests that promotions are not only recognition of individual achievements but also contribute to enhancing overall service quality. This suggests that the government values and acknowledges exceptional performance. The study recommends that the government should implement mechanisms to regularly gather and consider employee views on the accuracy and fairness of performance management procedures. The researcher recommends that the government should implement and promote transparent criteria for employee promotion within the ministry. The researcher recommended that the government should establish and promote continuous education programs that encourage officers to engage in on-going learning and skill development. Finally the researcher recommends that the government should establish clear, quantifiable performance indicators that directly reflect the impact of public services on the community. The study recommends that a similar study to be done on the influence of human resource policies on service delivery in Kenya.
Description
A Research Project Submitted to the School of Law, Arts and Social Sciences in Partial Fulfilment of the Requirements for the Award of the Degree of Master of Arts of Kenyatta University, November 2024.
Supervisor
Anne Muchemi