| dc.description.abstract | This study sought to find out the effects of employee perceptions on service delivery in
public agencies. Based on empirical study of ten public agencies within Machakos County,
the study sought to establish whether employee perceptions have significant influence on
service delivery on those agencies. It was based on the social exchange theory and used
survey research method. More specifically, simple random sampling was used to select the
respondents; employees and clients. A five point scale was used to collect primary data from
both the employees and clients and analysis was done using descriptive and inferential
statistical methods to find the relationship between the variables. The study found very low
perception levels generally and equally very low service delivery levels by the agencies.
Nonetheless, there was a strong positive correlation between employee perceptions and
service delivery showing that when employees have more positive perceptions, then the
service delivery of their agencies tend to be better and vice versa. These findings therefore
strongly support the study hypothesis. | en_US |
