Influence of employee training and development on service delivery in the registration of persons in Kenya :a case of Uasin Gishu County
Abstract
The purpose of this study was to establish the influence of training and development of
employees on service delivery in the Department of Registration of Persons’ offices in Uasin
Gishu County. The study adopted a survey and descriptive study research design which that
were therefore deemed appropriate for this study. The sample of the study consisted of 115
customers and 62 officers. The respondents were selected through simple random sampling
technique. The main data collection instrument was questionnaire which was distributed to the
respondents besides document analysis. The researcher conducted a pilot study on the
instruments by distributing twenty (20) questionnaires to the respondents in the Uasin Gishu
County, against which data obtained was analysed and interpreted to ascertain questionnaire
validity and reliability status. Data was analysed using descriptive statistics both qualitatively
and quantitatively. Cross tabulation was used in tabulating frequencies and occurrences of
some variables when analysing qualitative data. The analysed data was presented and
interpreted using simple frequency tables . The study was meant to achieve four objectives: to
establish the level of employee training and development in the registration of persons office
in Uasin Gishu County, to investigate the influence of training on service delivery in the
registration of persons offices in Uasin Gishu County, to determine the influence of employee
on customer satisfaction and to establish registration of persons clients’ perception on service
delivery. The major findings of the study were that the registration of persons offices were
mainly engaged in registration of persons and issuance of Kenya National Identity Cards; that
the level of trust in registration of persons office was low; that training was effective in
enhancing customer satisfaction; that the most popular method of training employees was on
the job training; major challenges facing the registration of persons offices was inadequate
training of staff and poor funding. Finally, customer satisfaction was low. It was therefore
concluded that the registration of person’s offices service delivery to customers was not
satisfying. Furthermore, the quality of training received by employees was poor. The study
therefore, recommends that the organization be allocated more funds for training in order to
equip employees with the necessary knowledge, skills, and competencies necessary to deliver
delightful service to customers. This study is important in that it will assist policy makers in
coming up with more effective training and development programs for employees to enhance
customer satisfaction and loyalty.
Citation
Degree of Master of Arts in Project Planning and Management, Department of Extra-Mural StudiesPublisher
University of Nairobi Facuty of Arts
Description
A Research Project Submitted In Partial Fulfilment of the Requirements for the Degree
of Master of Arts in Project Planning and Management, Department of Extra-Mural
Studies
University Of Nairobi
Collections
- Faculty of Education (FEd) [5964]