| dc.description.abstract | The objective of the study was to determine the relationship between perceived employee empowerment and perceived quality of service in the Municipal Council of Kisumu. To achieve the objective, the researcher used a cross section descriptive survey design in which a sample size of 84 respondents was drawn from a target population of 950 employees of the MCK through stratified random sampling procedure. The primary data was collected using questionnaires. Comparative data analysis was done using tables, mean - scores, percentage and correlation analysis.
The study established that the perceived employee empowerment and perceived quality of service in the MCK were positively correlated (r = 0.619) meaning that with improvement in employee empowerment, service quality also increased. The study recommends that the MCK should put in place practices and policies aimed at ensuring that the supervisors clearly define what is expected of their junior staff, giving honest feedbacks and recognizing work well done.
The study further recommends that the MCK should put time frames for employees to complete tasks or services to customers. Most customer respondents disagreed that when the employees promised to do something, they did it promptly. The study suggests that future- researchers should do the same study in other public and private institutions. This is because the findings of this study were based on an institution in the public sector and therefore the results may not be generalized to the organizations in the private sector. Future researchers should also do a longitudinal study to monitor the trends of quality of service and the determinants affecting them. This is because the state of quality is never constant but varies with time. | en_US |
