Determinants of effective service delivery in the public sector: case of the huduma centre programme in Mombasa county Kenya

Abstract

Service delivery in the public sector has not been satisfactory. Unlike in the private sector where customer satisfaction is the key driver in all the activities of an entity, it is exactly the opposite in the public sector. Public service delivery points in Kenya have witnessed long queues which often leave customers unsatisfied and disappointed. This study therefore sought to establish determinants of effective service delivery in the public sector: case of the Huduma Centre Programme in Mombasa County. The following objectives formed the basis of this study: to examine the influence of strategic location on service delivery at Huduma Centre, to assess the role of strategic decision and its effects on service delivery, examine the influence of institutional factors and management practices on service delivery as well as to determine the influence of monitoring and evaluation on service delivery at Huduma Centre Mombasa. Mixed methods both qualitative and quantitative were used in this research. A random sampling technique was used in sample selection and 111 respondents were picked to whom a questionnaire was administered. Statistical package of social sciences SPSS version 20 was used to analyse data obtained from questionnaires. A response rate of 70% was achieved by this study. The study variables were then merged and correlation was done and it was found out that there existed a relationship which was insignificant and also varied. Strategic decisions and service delivery was found to have a negative correlation while strategic location, institutional factors and management and monitoring and evaluation varied positively with service delivery. The study concluded that indeed there was an insignificant relationship between the dependent and independent variables in this study. The determinants of effective service delivery were established as strategic location, institutional factors and management practice. Strategic decision was a factor but varied negatively with service delivery. The study recommends that policy makers enhance strategic location, institutional and management practices, monitoring and evaluation, and customer as the drivers of effective service delivery.