scholarly journals The Moderating Effect of Organizational Climate on the Relationship Between Performance Management Initiatives and Service Delivery in State Corporations in Kenya

2021 ◽  
Vol 7 (2) ◽  
pp. 42
Author(s):  
Damaris Monari
Keyword(s):  
Service Delivery ◽  
Organizational Climate ◽  
Performance Management ◽  
Moderating Effect ◽  
The Relationship

scholarly journals The Moderation Effect of Resource Implementation Factors on Performance Contracting and Public Service Delivery in Huduma Centres in Kenya

2020 ◽  
pp. 68-77
Author(s):  
Wesonga Justus Nyongesa ◽  
Samson Ntongai ◽  
Charles Ondoro
Keyword(s):  
Service Delivery ◽  
Case Studies ◽  
Interactive Effect ◽  
Policy Formulation ◽  
Moderating Effect ◽  
Performance Contracting ◽  
Moderation Effect ◽  
Delivery Performance ◽  
The Relationship ◽  
Implementation Factors

The Kenyan Government has pressures from its citizens to improve on service delivery and be responsive to citizen’s needs. Attempts such as privatization, voluntary early retirement and restructuring failed to improve the service delivery. Performance contracting was introduced to address the decline and is now being used together with Huduma Centres. The centres serve 30,000 customers daily against a target of 60,000 customers. On revenue, the centres collect Kshs 12 billion annually against a target of Kshs 30 billion according to a Government report of 2020. Focus from previous studies in resolving this around performance contracting have majorly been case studies and not surveys. Further from reviewed literature, performance contracting influence service delivery, performance and accountability. However other studies reveal that it does not result in increased customer care activities, effectiveness and efficiency and reduction in the number of customer complaints. These are mixed findings from case studies, an indicator of a moderation effect yet to be tested. Additionally, reviewed studies show that resource factors influence service delivery. The purpose of this research was to establish the moderating effect of resource implementation factors on the relationship between performance contracting and service delivery in the Huduma Centres of Kenya. The study was anchored on Vroom’s Expectancy Theory and Goal Setting Theory and utilized correlational survey research design. The target population was 276 workers at the 5 Huduma Centres in Western Region in a census survey. Pilot results (N=10) revealed 20-item instrument overall mean reliability α=0.898. Validity was checked and confirmed by expert review. Results revealed proportion of variance in the Service delivery explained by the resource implementation factors (∆R2=0.088; p=0.000) positively and significantly moderated the relationship significantly implying the interactive effect of resource implementation factors improved service delivery levels by 8.8%. The study concluded that performance contracting practices are significant predictors of service delivery levels; resource factors has a positive moderating effect (B= 0.197, p=0.000) on the relationship between performance contracting and service delivery. Recommendations were that firms should continue enhancing performance contracting practices by providing resource implementation factors as these efforts enhance service delivery in Huduma Centres in Kenya. The study’s significance is in contributing new literature and in government policy formulation by isolating resource implementation factors as key variables for improving public sector service delivery.

The Research on the Relationship between Absorptive Capacity and Knowledge Integration: The Moderating Effect of Organizational Climate

2014 ◽  
Vol 687-691 ◽  
pp. 4785-4789
Author(s):  
Guo Zheng Zhang ◽  
Song Zheng Zhao ◽  
Juan Ru Wang
Keyword(s):  
Empirical Study ◽  
Organizational Climate ◽  
Survey Data ◽  
Absorptive Capacity ◽  
Knowledge Integration ◽  
Positive Impact ◽  
Moderating Effect ◽  
Multiple Linear Regressions ◽  
The Relationship ◽  
Linear Regressions

This paper analyzes the moderating effect of organizational climate on the relationship between absorptive capacity and knowledge integration. 183 survey data from 5 regions including Beijing is collected for empirical study using multiple linear regressions. The results show that absorptive capacity has a significantly positive impact on knowledge integration;organizational climate positively moderates the relationship between absorptive capacity and knowledge integration.

scholarly journals ORGANIZATION CLIMATE AND JOB SATISFACTION IN COLEGIO DE SAN JUAN DE LETRAN – BATAAN

2020 ◽  
pp. 204-209
Author(s):  
AP Edessa G. Flordeliz
Keyword(s):  
Job Satisfaction ◽  
Organizational Climate ◽  
Performance Management ◽  
Significant Relationship ◽  
Basic Education ◽  
San Juan ◽  
Communication Performance ◽  
Management Leadership ◽  
Relationship Of ◽  
The Relationship

This descriptive study in nature was designed to determine the relationship of dimensions of organizational climate and job satisfaction of teachers in Colegio de San Juan de Letran-Bataan. Forty two (42) of collegiate and basic education faculty were the respondents. The study adopted Organizational Climate Descriptive Questionnaire (OCDQ) developed by (Croft, 1963) to know the type of organizational climate, were used for data collection. It is found that there is significant relationship between dimensions of transformation and diversity and Colegio’s image of organizational climate and job satisfaction while there is no significant relationship between dimensions of trust, training and development, leadership, employee’s wellness, communication, performance management, remuneration and rewards, teamwork and work environment of organizational climate and job satisfaction. KEY WORDS: Organization climate, job satisfaction, employee, management, leadership

A multilevel study on the causal relationship in association network of work stress

2019 ◽  
Vol 42 (4) ◽  
pp. 624-639 ◽  
Author(s):  
Fu-Chiang Yang ◽  
Rui-Hsin Kao ◽  
Cheng-Chung Cho
Keyword(s):  
Social Support ◽  
Organizational Behavior ◽  
Organizational Climate ◽  
Role Conflict ◽  
Work Stress ◽  
Moderating Effect ◽  
Job Burnout ◽  
Content Type ◽  
The Relationship ◽  
Level Effect

Purpose The purpose of this paper is to examine the causal correlation between the work stress of immigration officers (IOs) and the cross-level effect of social support. Design/methodology/approach A multilevel model was used to analyze the quantitative data obtained from 231 IOs in Taiwan, who served as the research objects. Findings From the results of this study, it was found that a positive significant relationship existed between role conflict and work stress, as well as between work stress and job burnout. Also, cross-level context and moderating effect for the relationship between social support and work stress, as well as between social support, work stress and job burnout were obtained. Originality/value This study only considered IOs in airports and ports. Therefore, it is necessary to determine if other topics of organizational behavior, such as the leadership of supervisors, organizational climate and work values of IOs, have a positive moderating effect. In this regard, it is recommended that a longitudinal study should be conducted in the future.

scholarly journals The Impact of Service Delivery System Process and Moderating Effect of Perceived Value in Internet Banking Adoption

2020 ◽  
Vol 24 ◽  
Author(s):  
Rajiv Kumar ◽  
Amit Sachan ◽  
Ritu Kumar
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Perceived Value ◽  
Internet Banking ◽  
Moderating Effect ◽  
Mediating Effect ◽  
Behavioural Intention ◽  
Service Delivery System ◽  
The Impact ◽  
The Relationship

This study identifies the impact of Internet banking service delivery system (IBSDS) process on consumer behaviour; the mediating effect of customer satisfaction on the relationship between IBSDS process and behavioural intention; and the moderating effect of the customer’s perceived value. The study uses a quantitative method using the data collected from 416 respondents. Mediated regression is used to examine the mediating effect of customer satisfaction. SPSS Process v2.16.3 is employed to analyse the moderating effect of the perceived value. The results indicate that IBSDS process impacts customer satisfaction and behavioural intention. Further, customer satisfaction plays a partial mediating role between the association of IBSDS process and behavioural intention. This study provides evidence that the technological capabilities embedded in the bank website processes are an important factor in determining customer satisfaction and ultimately behavioural intention. The study also reveals that perceived value moderates the relationship between IBSDS process and customer satisfaction, and between customer satisfaction, and, behavioural intention. It also adds to the existing knowledge on the adoption of Internet banking literature. Academicians and information systems researchers may use these findings for further research. Financial service providers or related agencies may consider the attributes of the IBSDS process (e.g., navigation, searching, transacting, etc.) while designing their Internet banking services to provide enhanced customer experiences. The paper also highlights the research limitations and scope for future research.

scholarly journals A reflection on the relationship between performance management and training in the South African public service

2017 ◽  
Vol 1 (2) ◽  
Author(s):  
P. Harry Munzhedzi
Keyword(s):  
Service Delivery ◽  
Performance Management ◽  
South African ◽  
Public Service ◽  
Good Governance ◽  
Skills Gap ◽  
The South ◽  
The Public ◽  
The Relationship ◽  
And Training

Orientation: Performance management plays a pivotal role in the realisation of many facets of public administration, including service delivery, good governance and organisational productivity through setting of performance targets and regular assessments of performance. In search of improved quality and productivity in the public service, the South African government introduced several legislative and policy interventions, including but not limited to the Public Service Act, 1994 (Proclamation 103 of 1994), Public Service Regulations of 2001 and the White Paper on Transforming Public Service Delivery of 1997.Research purpose: The main thrust of this conceptual paper was to explore the relationship between performance management and training in the South African public service.Motivation for the study: The lack of sufficient literature on the relationship between performance management and training. To also prove that the two are inseparably linked, meaning that one cannot exist without the other.Research design, approach and method: This article, which is conceptual in nature, reviewed existing literature on performance management and training in the public service extensively so as to arrive at a definitive conclusion.Main findings: The article contends that as much as training underpins the process of performance management, training is also fortified by performance management. Precisely, there cannot be performance management without training and vice versa.Practical/managerial implications: As much as training is imperative in the management of performance in the public service, such training must be need-based and it must be underpinned by performance management through identification of skills gap in the assessment of performance.Contribution: It is proposed that to enhance the knowledge, capacity, effectiveness and efficiency of the public service performance, needs-based training that seeks to close the skills gap, is developed and adequately implemented.

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