Employees’ Perceptions Of The Effects Of Motivation On Service Quality In The Kenyan Public Sector: A Case Study Of Public Health Department Of Thika Municipality
Wa-Mwachai, M. A.M
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All over the world, organizations exist and function in complex and dynamic environments. The dynamic environments require organizations to develop innovative ways of meeting the needs of the time and closing the gap between goals and actual performance. Most important among the measures taken by organizations, is to deliver quality services to their clients. Delivery of quality serv ices is a key determinant of the survival of organizations. However, the level of achievement of organizational goals including delivery of quality services depends on how well the human resource is motivated. This study was an inquiry into employees’ perceptions of the effect of motivation on service quality delivered to the public. The broad objective of the study was to explore the role of motivation on the quality of services provided by the public sector using Thika Municipality Department of Public Health as a case study. The specific objectives of the study included assessing the perceived levels of staff motivation in the Public Health department of Thika Municipality, investigating the perceived effects of motivation on the quality of sendees delivered to the public, assessing the perceived service quality, and exploring factors that affect staff motivation in Thika Municipality Department of Public Health The study used primary data to achieve its objectives. Primary data were obtained through direct interviews with the employees of Thika Municipality Department of Public Health. To enhance the reliability of data, triangulation of both quantitative and qualitative approaches were used. This means that survey questionnaires and interview guides were used to interview respondents and key informants respectively. Data collected were analyzed using both quantitative and qualitative techniques. The analysis of quantitative data involved use of descriptive statistics in form of percentages viii and frequencies. Content analysis technique was used to analyze qualitative data. The results of the analysis showed that motivation strongly influences the quality of services provided to the customers/clients. The study further revealed that several factors influence the level of motivation among employees. The factors identified include the work environment, tools and technology, relationships between co-workers, support by the management, salaries, and participation in decision-making and training opportunities among others. The study recommends that management should treat their employees well and fairly because the way employees are treated by the management has a direct impact on the quality of services delivered by the organization. Hence if employees are treated well, they will also treat the customers well. Organizations should also institute training programs for their employees. This should include formal classroom instruction that focuses on job skills and attitudes and the expectations of management, as well as on-the- job training that allows staff to leam about the organization and the work from interaction with co-workers. The management should also allow employees to think independently and participate in decision-making particularly those that most affect them. And finally, management should recognize and offer appropriate rewards to the employees who go an extra mile to provide good services. Similarly, those who work for extra time should be rewarded with appropriate bonuses.