| dc.description.abstract | Quality service in the public sector has been a rare feature/occurrence in most public
organisations. Constant complaints occasioned by long queues in public offices have
become the norm rather than the exception. Slow lack caused by lack of equipment and
poorly trained and motivated staff has led to a public outcry on the quality of services
offered in the public sector. Performance has basically been low and motivation levels
have been viewed to be low in the public sector.
The researcher sought to find out the factors that influence motivation of TSC staff. The
objective of the study was to find out the factors that influence motivation of TSC staff.
The literature review was done on major variables that included motivation, theories of
motivation, factors that influence motivation, quality, quality service and the relationship
between quality service and motivation. The major dependent variable was motivation
and the semi-dependent variable was the provision of quality services. The independent
variables were the work environment, reward system, training and development,
administrative styles, empowerment, job security and achievement and recognition.
The design of the study was descriptive. The methodology used a population of
approximately 2400 but a sample of 40 of the employees at the headquarters was used.
Data was collected using structured questionnaires and analysed using descriptive
statistics.
The major findings of the study revealed that indeed motivation was low and that work
environment, training and development, administrative styles and reward systems were
indeed some of the most important factors that influenced the level of motivation of TSC
staff.
The researcher concluded that motivation was low and there was need for management to
look into ways to boost it. Relevant training, conducive work environment and better
remuneration were some of the recommendations made by the researcher. | en |
