Human Resource Management Practice and Service Delivery of Selected Employees in Huduma Centres in Nairobi City County, Kenya
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Date
2021
Authors
Murage, Davis Muriithi
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
The Kenyan government has in the past grappled with the challenges of poor service delivery to the citizens. Efforts to remedy the situation through implementation of the concept of performance contracting in the 1990s, did not result to improved efficiency especially in the delivery of services to the citizens. The concept of Huduma centres was thus introduced in 2013 by the government with a view of transforming the public service through provision of information and efficient services conveniently to the citizens through bring together related services to point of service. In order to effectively achieve the desired results, various human resources management practices have been employed with a view of developing employees and equipping them with necessary skills to effectively deliver service to the citizens. However, there are many questions being raised on whether the practices employed have added value to service delivery in huduma centres. The study, thus, sought to examine the HRM practices that affect delivery of services of selected employees in Huduma centres, Nairobi City County, Kenya. The research study was directed by the specific objectives including: To establish the effect of employee relations on service delivery, to determine the effect of employee resourcing on service delivery, to assess the effect of compensation on service delivery, and to determine the effect of training on service delivery of selected employees in Huduma centres in Nairobi city county. This study was based on three theories including Systems Approach, Universalistic and Resource Based View theories being the theoretical foundation of the research work. The study adopted a descriptive research design, and the target population was 185 selected employees in the Huduma Centre in Nairobi City County. A sample of 65 respondents was selected using stratified random sampling. Questionnaires was the main tool for collecting data. Collected data was edited, coded, classified on the basis of similarity Multiple regression analysis was conducted at 95% confidence level and 5% significance level. Considering the study was a descriptive study, descriptive statistics in SPSS like frequencies tables, percentages, trend analysis and graphs was used to capture the summary and compare variables, as qualitative presented in narration manner. The study demonstrated that there existed a positive significance relationship between employees resourcing, training, and service delivery of selected employees in Nairobi city county, Kenya ,while employee relations and compensation did not have a significance positive relationship on service delivery of selected employees in huduma centres in Nairobi city county, Kenya. The study concludes that even though human resource management practices and service delivery had a positive significant, employee relations and compensation did not have a significance positive relationship on service delivery of selected employees in huduma centres in Nairobi city county, Kenya. The study recommends that the state considers reviewing the chain of command for staff under the huduma centres in Nairobi city county, harmonise the compensation structure and work with a uniform payroll for all employees of huduma centres in Nairobi city county. Government should also increase financial budget for training so as to facilitate capacity development with an aim of enhancing service delivery in huduma centres in Nairobi city county, while huduma secretariat develops training programmes which exposes all employees under them to different training programmes.
Description
A Research Project Submitted to the School of Business in Partial Fulfilment of the Requirements for the Award of the Degree of Master of Business Administration (Human Resource Management Option), Kenyatta University, March, 2021
Keywords
Human Resource Management, Practice, Service Delivery, Selected Employees, Huduma Centres, Nairobi City County, Kenya