A survey of service quality management initiatives in the public sector: a case study of selected ministries in Kenya
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Date
2008-11Author
Momanyi, Wilson M
Type
ThesisLanguage
enMetadata
Show full item recordAbstract
This study sought to determine the service quality management initiatives adopted in the
public sector in Kenya, to evaluate the benefits, if any, that public sector entities have
derived from the adoption and application of these initiatives, and to identify challenges
that may have affected the effectiveness of these management initiatives.
A sample survey of nine (9) key ministries was taken. Data was collected using
questionnaires that were dropped and picked later and were analyzed using SPSS
statistical software Windows version 10.5. The study found that the major service quality
initiatives in use were the Rapid Results Initiative (used by 89.4% of ministries) and the
ISO certification (used by 76.6% of ministries). Most ministries (77.8%) reported that
they have realized a positive experience in their use of these quality management
initiatives. The study also found that ministries adopting these quality management
initiatives realized improvements in overall performance in the areas of speed of service,
quality of service, customer service and productivity.
Although the deployment of these initiatives had positive results on customers, the study,
however, found that employees felt a sense of alienation towards these management
initiatives. It is likely that this alienation might limit the effectiveness of existing service
quality initiatives in public sector organizations and thereby prove counterproductive to
the desired improvements in service delivery to citizens.
Citation
Masters Of Business Administration (MBA) Degree, University of NairobiPublisher
University of Nairobi School of Business
Description
A Project Report Submitted in partial fulfilment of the Requirements for the award
of the Degree of Master of Business Administration, School of Business,
University of Nairobi