Effect of Performance Management on Quality Service Delivery of National Government Administration Offices, Nakuru County, Kenya

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. The specific objective outlined below formed the basis of this research project: assessing the influence of performance management on quality service delivery of national government administration offices, Nakuru County Kenya. The Resource-Based View theory and SERVQUAL Model were the theories used in this study. This study used descriptive research approach. The 111 National Government Administration officers in Nakuru County were target population for this study. The research employed   census technique in order to incorporate all individuals of the target group. Data collection was done using questionnaires, and the information obtained was quantitative in nature. The piloting process aided in enhancing the validity of the study instrument by identifying potentially confusing components and refining them. Cronbach's Alpha was utilized as an indicator of internal consistency.  A pilot study was conducted in Nyamira County. A dependability threshold of values greater than 0.7 was employed. The data collected was predominantly quantitative in nature. The analysis of the quantitative data was performed using SPSS version 25 (Statistical Package for Social Sciences). The study encompassed both descriptive and inferential statistical techniques. Descriptive statistics involved the use of percentages, frequencies, measures of central tendency (mean), and measures of dispersion (standard deviation).  The analysis of the study revealed a positive correlation between performance management and the 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. Furthermore, a positive relationship was found between the effect of career development on quality service delivery of national government administration offices at 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). Based on the findings, several conclusions were drawn: that majority of respondents believe that process inefficiencies can be identified by considering employee views on the accuracy and fairness of performance management procedures. The adoption of 360-degree feedback for performance monitoring might not effectively cover all essential components of an efficient performance.  management system. The study concluded that the assertion that on-the-job training programs are more likely to enhance employee capability suggests that practical, hands-on learning experiences contribute significantly to skill development. This type of training is considered more effective compared to theoretical or classroom-based approaches. The study recommends that a similar study to be done on the influence of human resource policies on service delivery in Kenya. This study recommends that other researchers should explore on other sustainable Human Resource Management practices that can influence performance of organizations in the public service sector. Future studies could also explore the relative importance of human resources management practices across East African countries.