TRAINING AS AN ENABLER OF SERVICE DELIVERY AT THE NAIROBI CITY COUNTY
Abstract
The Kenyan public sector has reported dismal and deteriorating services that at times are ineffective, inefficient and unresponsive to the needs of the general public. The poor service delivery informed part of the decision to form county governments, but complaints are still there on delayed and poor service quality. To enhance the service delivery quality, effectiveness and efficiency, focus has to shift to human capital management especially on training of employees. The paper was anchored on SERVQUAL model and supported by human capital theory. There was use of descriptive research design approach in targeted the human resource department staffs and members of the public service board and 30% formed the final sample size. Piloting confirmed the fitness, idealness of the questionnaire through validity and reliability testing. The respondents filled the questionnaires, later the data was entered into Ms. Excel and SPPS for descriptive, correlation and regression analysis. The study established that trainings positively and significantly affect service delivery at Nairobi City County. Drawn conclusions shared that training as a component of human resource management practices resulted in improved service delivery quality, timeliness and responsiveness at the Nairobi City County. The study recommends that county government and the public sector employees should be trained on the values and ethics of public service. This training should help employees to understand their role as public servants and to make ethical decisions in their work.
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