Perceived Influence of Performance Standard on Quality Public Service Delivery in National Government Administration in Elgeyo Marakwet County, Kenya

The provision of high-quality public service has for a long time been a challenge, especially in developing nations. There is an outcry of poor service provision in the public sector. This necessitated the government to implement performance appraisal which is an integral component of performance management strategy for the achievement of high quality of service delivery. The paper determined the perceived influence of performance standards on quality public service delivery in the National Government Administration in Elgeyo Marakwet County, Kenya. This study was anchored on Goal setting theory. An Explanatory research design was used. The study targeted a population of 219 National Government Administrative Officers (NGAOs) which yielded a sample of 141 respondents. The research utilised a stratified sampling technique while closed-ended questionnaires were used to collect data. The validity and reliability of questionnaires were realised through conducting a pilot study, Cronbach Alpha tests and guidance from research study supervisors. Mean and standard deviation was calculated, while multiple regression analysis (MRA) was used for inferential statistics. The t-test statistics was used to test the hypotheses of the study at a 5% significant level, while the f-test was applied to test the relationship between performance appraisal and quality public service delivery at a 5% significant level. The study finding revealed that performance standards had significant influence on quality of service deliver (β2 = .161; p = .046 < .05). The study concluded that performance standards influenced quality public service delivery in National Government Administration in Elgeyo Marakwet County, Kenya. The study recommends that National Government Administration should fully implement all the stages and stick to requirements of performance appraisal to achieve the provision of high-quality public service delivery. The study suggests further studies be done on performance-based compensation.

Download Full-text

Impact of Performance Contracting on Public Service Delivery in the National Government Administration in Kenya: Case of Eldoret West Sub-County

Journal of Public Administration and Governance ◽

10.5296/jpag.v9i2.14855 ◽

2019 ◽

Vol 9 (2) ◽

Author(s):

Michael Ang’anyo ◽

Januaris Mbatha

Keyword(s):

Resource Management ◽

Service Delivery ◽

Human Resource Management ◽

Human Resource ◽

Public Service ◽

National Government ◽

Public Service Delivery ◽

Performance Contracting ◽

The Public ◽

Government Administration

The main aim of this study was to assess the impact of performance contracting on public service delivery, in the National Government Administration, Eldoret West Sub-County. The study examined the effect of financial stewardship, human resource management and the role of resolution of public complaints on service delivery. Two theories informed this study: The New Public Management Theory and the Principal Agent Theory. Descriptive survey research design was utilized. The target population constituted members of the public who consume public services provided by the 63 National Government Administrative officers in Eldoret West Sub-County (NGAO), 19 Heads of Departments and officials from Non-Governmental Organizations (NGOs). A sample size of 170 respondents was selected using quota sampling technique. Both primary and secondary data were collected. Data analysis and management was done by use of SPSS Version 21 and MS Excel. The gamma measure of association between financial stewardship and service delivery was +0.5. This is a moderate strength pointing to the existence of other factors that drive service delivery. The spearman’s Rank Order measure of correlation (rs) between human resource management and service delivery was +0.67. This indicates moderate association, hence a clear pointer to a combination of other factors driving service delivery. There was minimal variability across the various dimensions of complaints handling mechanisms and their effect on improving service delivery. It was therefore recommended that National Government Administration need to continuously build capacity on both its officers and members of the public on the financial accountability framework, tie human resource management and development practices to other policies as well as engage and sensitize members of the public on performance contracting process and complaints handling mechanisms.

Download Full-text

The Dynamics of Failing Service Delivery in Nigeria and Ghana

Developments in Administration ◽

10.46996/dina.v1i1.5101 ◽

2016 ◽

Vol 1 (1) ◽

Author(s):

Mary S Mangai

Keyword(s):

Service Delivery ◽

Public Service ◽

Public Services ◽

Strong Relationship ◽

Government Performance ◽

Public Service Delivery ◽

Sub Saharan ◽

Donor Agencies ◽

Made In

This article compares the quality of service delivery in Nigeria and Ghana in the areas of healthcare, food provision and access to clean water and sanitation. Its first finding is that public service delivery in the two countries has been perceived as inadequate and deteriorating for over a decade. Therefore, this paper concludes that Nigeria and Ghana are lagging behind in the provision of basic public services for their citizens and need to re-orient their service delivery. Governments in sub-Saharan countries are working with donor agencies at the forefront of combating poverty through a number of interventions to improve the delivery of public services. Notwithstanding these good intentions, few results have been achieved so far, especially considering the massive investment made in attempts to reduce poverty in this region. The outcomes of this research suggest a strong relationship between household satisfaction and problems experienced in service delivery in these areas. They also show that satisfaction with public service delivery involves more than government performance. Political, geographical and demographic factors are also important predictors.

Download Full-text

Does Greater Accountability Improve the Quality of Public Service Delivery? Evidence from Uganda

World Development ◽

10.1016/j.worlddev.2004.09.002 ◽

2005 ◽

Vol 33 (1) ◽

pp. 171-191 ◽

Cited By ~ 66

Author(s):

Klaus Deininger ◽

Paul Mpuga

Keyword(s):

Service Delivery ◽

Public Service ◽

Public Service Delivery

Download Full-text

Impact of the New Public Management Paradigm on the Operation of Federal Establishments in Borno State, Nigeria

International Journal of Management Studies ◽

10.32890/ijms.25.1.2018.10483 ◽

2017 ◽

Author(s):

Usman D Umaru

Keyword(s):

Quality Of Service ◽

Service Delivery ◽

Public Service ◽

Public Management ◽

New Public Management ◽

Service Providers ◽

Chi Square ◽

New Public ◽

The Impact

The study examined the impact of the New Public Management Paradigm on the operation of Federal establishments in Borno State, Nigeria. To achieve this objective, the collected data were analysed using Chi-square, Correlation and ANOVA. The study revealed that there is a significant improvement in the performance of the staff and the quality of service delivery in the Federal establishments under study. The study concluded that the outsourcing of services has improved the quality of service delivery. However, the policy was not being properly implemented because in some of the Federal establishments under study, the same services outsourced were being carried out by very few retained staff. They were not enough to do the job and the outsource firms given the contract, did not provide enough qualified staff to augment the short-fall. The study recommended that qualified service providers (outsourcing firms) in the relevant cadres be allowed to do the job or as an alternative, the Federal government can encourage the setting up of Independent Units in all its establishments to compete with the outsourcing firms in carrying out outsourcing services at a fee, in order to attain qualitaty service delivery. Keywords: New Public Management, Public service, Outsourcing and Service delivery.

Download Full-text