Influence of Performance Management Initiatives on Service Delivery in State Corporations in Kenya

Abstract

The desire for excellent service delivery under the new public sector management mandate in Kenya and the importance of performance management in enabling organizations achieve a competitive advantage and maximize the potential for service delivery cannot be underestimated. The demand from the citizens for efficient services necessitates that state corporations in Kenya device performance measures that will enhance service delivery. Critique of existing literature on the use of performance management initiatives reveals that gaps exist on performance management initiatives and their influence on service delivery in State Corporations in Kenya. The study, therefore, was guided by four variables namely: reward programs, HR audits, performance appraisal and feedback mechanisms as performance management initiatives and their influence on service delivery in State Corporations in Kenya. The study applied a cross sectional descriptive survey research design to gather data from the sampled respondents of the state corporations. Stratified random sampling was applied to select respondents from the State Corporations to participate in the study. Information was gathered by use of questionnaires which were subjected to pre-test to ensure both validity and reliability of the instruments. Data analysis was done using both descriptive and inferential statistics with the aid of analysis tool; statistical package for social Sciences (SPSS). Confirmatory factor analysis (CFA) was used to test whether measures of a construct are consistent with the nature of that construct (or factor). Correlation and regression analysis were used to determine the relationship between the research variables. The study found that reward programs have positive influence on service delivery among state corporations in Kenya. Further, HR audit practices were found to have significant positive effect on service delivery and therefore, this means that state corporations that adopt HR audit practices will have better service delivery. Performance appraisal was also found to have positive and significant influence on service delivery among the state corporations in Kenya. When effective, the appraisal process reinforced individual’s sense of personal worth and assists in developing his/her aspirations. Additionally, feedback mechanisms were found to positively and significantly influence service delivery among the state corporations. Organisational climate was found to not to have a moderating influence xvii on the relationship between performance management initiatives and service delivery. This is not mean that organisational climate on its own has no influence on service delivery since it was found to positively influence service delivery in state corporations in Kenya. Overall, performance management initiatives were found to have positive effect on service delivery among the state corporations. The study recommended for enhanced use of performance management initiatives that are geared towards improving service delivery among the state corporations.