Influence of Outsourced Public Service Provider’s Quality Dimensions on Performance of Nairobi City County

Abstract

To ensure that public sector can fully benefit from outsourcing, Nairobi City County should adopt informed approaches in their outsourcing strategy. This study assessed the influence of outsourced public service provider’s quality dimensions on performance of Nairobi City County in Kenya. Specifically, the study investigated the influence of the outsourced public service provider’s quality dimensions, which are reliability, responsiveness, tangibles, assurance, and empathy, on performance of Nairobi City County. The study adopted a descriptive research design. Primary data was collected using structured questionnaire instruments with closed-ended questions on a five-point likert scale. The questionnaires were self-administered, and had two main sections of 26 items, one testing for expectations, and the other for perceptions. The five SERVQUAL service quality dimensions and performance guided the choice of the 26 items. Factor analysis was used to assess the validity and Cronbach’s alpha was used to assess reliability of the questionnaire. SERVQUAL analysis was used to test the difference between expectations and perceived service quality based on the service dimensions. Multiple regression analysis was performed to assess the relationship between the dependent variable (perceived quality of public service) and the independent variables (reliability, responsiveness, tangibles, empathy and assurance) and to test the research hypotheses on the influences strategic outsourced public service provider’s service quality dimensions on the quality of public services in the Nairobi City County in Kenya. The study findings revealed that all the strategic outsourced public service providers’ service dimensions that are reliability, assurance, empathy, responsiveness, and tangibles influenced the performance of Nairobi City County. However, tangibles and assurance dimensions had the most influence on performance. The study recommends that outsourced public service providers’ employees need to be more responsiveness and assuring in their service delivery. The service providers therefore need to get reliable modern machinery and equipment and ensure that their employees have all the necessary protective and work tools and equipment for performing their duties. The employees therefore need to show genuine sincerity in their interactions with their customers. The study further recommends that outsourced public service providers need to invest more in employee training programs to enhance individualized customer service delivery aimed at establishing long-term relationships with their customer and improving the service quality offering.