A Study of the Intervening Effect of Political Stability on the Relationship between Performance Contracting and Measurement, and Public Service Delivery in Kenya

Ndubai, Richard E.; Mbeche, Isaac M.; Pokhariyal, Ganesh P.

doi:10.4236/oalib.1103402

Cited by 4 publications

(3 citation statements)

References 6 publications

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“…The government avers however that political stability is the advantage that Malaysia rides on, and that foreign direct investment comes to the country precisely because of this stability. This is backed by many theories and empirical studies, as mentioned in the first section of this paper, as well as by companies stating explicitly that political stability is the main reason that attracted them to Malaysia (Ndubai et al, 2017, [13]).…”

Section: Alesina Et Al (1992: 2) [9]mentioning

confidence: 76%

A Study of the Joint Effect of Performance Measurement, Political Stability and Global Competitiveness on Customer Satisfaction

Ndubai¹,

Mbeche²,

Pokhariyal³

2018

OALib

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The performance of governments in the delivery of services to the public-which constitutes the customers who are the tax payers, is affected and influenced by a multitude of factors, some controllable and others outside the control of governments. In addition, each of the diverse factors impacts uniquely on performance while others may have only tangential influence. According to Hansen (1989), there are two streams of research regarding the determinants of firm performance. One is based on the economic tradition and emphasizes external market factors that are largely outside the control of firm management, while the other builds on the behavioral and sociological paradigms focusing on organizational factors as they fit into the environment; the latter therefore focuses on factors internal to the firm. A combination of various factors working together however, has the potential to generate a blend of influences, which is a significant departure from the impact of any factor taken on its own. The ensuing study is set out to establish the joint effect of performance measurement, political stability and global competitiveness-critical internal and external factors that affect or influence the performance of governments-on public service delivery and its customer satisfaction derivative in Kenya. The study was based on the results of measurement and evaluation of the performance of 470 public agencies that operated on performance contracts between 2004 and 2011. Using regression analysis, it was found initially that each of the three factors had a uniquely significant effect on the relationship between public service delivery and customer satisfaction, with performance measurement showing a strong positive relationship (R = 0.858) with customer satisfaction. Performance measurement explained 73.6 percent (R 2 = 0.736) of customer satisfaction levels with the remaining 26.4 percent accounted for by other factors. Global competitiveness on the other hand, had a weak positive relationship with customer satisfac

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Section: Alesina Et Al (1992: 2) [9]mentioning

confidence: 76%

A Study of the Joint Effect of Performance Measurement, Political Stability and Global Competitiveness on Customer Satisfaction

Ndubai¹,

Mbeche²,

Pokhariyal³

2018

OALib

Self Cite

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show abstract

“…However, there were obstacles, such as insufficient resources, a lack of training, and a lack of official awards. Ndubai et al (2016) investigated factors influencing public service delivery in Kenya. The study found that performance contracting improved service delivery to the public by 73.6 percent (Veronesi, 2021;Seok et al, 2021;Al Harthy, 2021;Al-Mudhafar, 2021: Obenge, et al, 2014Opata, 2016 andLynch, 2021).…”

Section: Literature Reviewmentioning

confidence: 99%

The Effect of Performance Contracting on Public Service Delivery of Employees in Huduma Centres in Western Kenya

Nyongesa,

Van der Westhuizen

2023

AJIMS

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Kenya's government has faced community pressure to enhance service performance. Service delivery has not improved due to privatization, voluntary early retirement, or reorganization. Performance contracting was an option for decreasing service decreases, but only in partnership with Huduma Centres. According to a 2020 Government report, the Centres serviced less than 30,000 customers daily and earned around Kshs 12 billion in revenue. Previous studies on performance contracting were mostly case studies rather than surveys. According to the literature, performance contracting affected service delivery, but Huduma Centres had a dwindling fortune requiring further study. The study's objective was to assess the effect of performance contracting on service delivery. A correlational survey design was used in the study. The target population consisted of 276 workers. The instrument for data collection was the questionnaire, and data was analysed descriptively and using regression analysis. The results revealed that performance contracting increased service delivery by 60.1% or R2=0.601. The study recommends that attention be paid to all the stages in performance contracting to enhance service delivery, and pieces of training and incentives are crucial to performance contracting. The policymakers now know from the study that incentives, goal setting, and performance monitoring are critical to service delivery.

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“…According to the State Corporations Advisory Committee (2019), 2 out of 5 are dissatisfied with public services. This is besides instituting a transparent customer feedback and grievance redress procedure, the introduction of performance management systems and service charters in the public sector whose challenges are influenced by the history, administration and culture of managing performances within the public sector (Ndubai, 2017). The civil service is faced with the challenge of poor and deteriorating performance, which acts as a stumbling block to realization of sustainable economic growth.…”

Section: Statement Of the Problemmentioning

confidence: 99%

Performance Appraisal and Service Delivery in Huduma Centres in Nairobi County

Otonda¹,

Kyule²,

Mwangi³

2022

JHRL

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Performance appraisal is a formal management system by which the job performance of an employee is examined and evaluated, with the intent of identifying their strengths and weaknesses for improvement in future. In today’s difficult economic context, one of the main challenges for managers is to execute an effective human capital strategy to increase general performance. The aim of this study was to establish the effect of performance appraisal on service delivery in Huduma Centres in Nairobi County. The specific objectives were to determine the effect of appraisal feedback, performance rewards and appraisal method on service delivery in Huduma Centres in Nairobi County. Appraisal Theory, Performance Feedback Theory and Expectancy Theory informed this study. The study carried was out at 5 Huduma Centers in Nairobi County as they serve the highest number of citizens in the country and also because this is the total number of Huduma Centres within Nairobi County. The study adopted a descriptive approach on the 5 Huduma Centres; Huduma GPO, Huduma City Square, Huduma Eastleigh, Huduma Kibra and Huduma Makadara. The sample size was 250 staff members. The study used quantitative methods and the data collection tool was a questionnaire. The data was then analyzed using descriptive and inferential analysis. The descriptive statistics included the frequencies and the means. The regression of coefficient results show that appraisal feedback and service delivery is positively and significantly related. The results further indicated that performance rewards and service delivery is positively and significantly related. Lastly, results showed that appraisal method and service delivery is positively and significantly related. The study recommends that supervisors should provide regular and timely feedback to staff. The supervisors should ensure that appraisal feedback is free from errors based on personal bias such as stereotyping to have positive effect on staff delivery. The study recommends that rewards systems used should be regularly reviewed with the changing times. Remuneration of the staff should be reviewed according to human resources policy. Keywords: Appraisal feedback, performance rewards, appraisal method & service delivery

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A Study of the Intervening Effect of Political Stability on the Relationship between Performance Contracting and Measurement, and Public Service Delivery in Kenya

Cited by 4 publications

References 6 publications

A Study of the Joint Effect of Performance Measurement, Political Stability and Global Competitiveness on Customer Satisfaction

A Study of the Joint Effect of Performance Measurement, Political Stability and Global Competitiveness on Customer Satisfaction

The Effect of Performance Contracting on Public Service Delivery of Employees in Huduma Centres in Western Kenya

Performance Appraisal and Service Delivery in Huduma Centres in Nairobi County

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