Determinants of Efficient Service Delivery of Government Agencies at Huduma Centers
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Date
2022-09-01
Authors
CHEPKWONY, PURITY
Journal Title
Journal ISSN
Volume Title
Publisher
KESRA/JKUAT - Unpublished research project
Abstract
Service industry is been critical in provision of services to businesses as well as final consumer. Service delivery in public sector is of utmost importance to the various government agencies across the world. Most governments across the world are evaluated against the level of service delivery to citizens. Public service delivery has been the basis of formulation of various policies by governments across the world. Efficient of service delivery in public sector has been a major concern across the globe. However, government agencies or institutions face challenges that hinder them from providing efficient services to its citizens. The current study therefore seeks to establish the influence of the influence of staff competencies, electronic queue management and one-stop model on efficient service delivery. This study was guided by servqual theory that was developed by Parasuraman, Berry and Valarie to access to assess customer perceptions of service quality in service industry. This study adopted descriptive research design as the strategy for data collection, analysis and presentation of study findings. The current study target all customers visiting Huduma centers to obtain government services in a given day. On average, there are approximately 2000 citizens served on daily basis from all the 45 Huduma centers in Kenya. The sample size for the study was determined by use of Naissuma formula. In respect to this, a sample size for the study was 95 respondents. The sample size was selected using stratified random sampling. Data for the study was collected using structured questionnaires. The pilot study for this study was carried out in Huduma center in Nakuru among respondents who did not take part in the actual study to avoid data contamination. The pilot study sample was 10 respondents. To ascertain the validity of the research questionnaire, the study constructed the questions in the questionnaire in line with the research objectives. In addition, the study sought the input of the research supervisor and four KRA officers working at Huduma centers to establish the relevance of the questions in the questionnaire. Reliability was ascertained through the use of Cronbach’s Alpha test of internal consistency. Data obtained from the field through the use of questionnaires was entered into Statistical Package for Social Sciences (SPSS). Data analysis was descriptive and inferential. Frequencies, percentages, means and standard deviations was used for descriptive analysis while simple and multiple linear regressions was used for inferential statistics. The study was of great significance to both practice and theory. The study findings was used by the government agencies to evaluate policies and services offered to the citizens with an aim of improving the efficiency of public service delivery. Academicians and future researcher in the line of public service delivery may use the findings that was obtained from this study to conceptualize their studies and develop their literature review.
Description
Customs Administration
Keywords
Service Delivery, Government Agencies