IMPLEMENTATION OF TRAINING AND DEVELOPMENT PROGRAMS AND SERVICE QUALITY IN THE PUBLIC SECTOR
A CASE OF KENYA REVENUE AUTHORITY
Abstract
The study explored the impact of Training and Development (T&D) programs on service quality within the public sector, with a specific focus on the Kenya Revenue Authority (KRA). While T&D programs are widely recognized as vital for improving service delivery, there is limited understanding of how the planning, execution, and monitoring and evaluation (M&E) of these programs directly influence service quality within the KRA. This study addressed this gap by examining the following objectives: the effect of planning of T&D programs on service quality, the impact of execution of T&D programs on service quality, and the influence of M&E of T&D programs on service quality. The study adopted Human Capital, Service Quality, and Organizational Learning theories as the theoretical framework. A descriptive survey design was used, sampling 120 KRA employees through convenience sampling. Data collection involved semi-structured questionnaires, and the analysis was conducted using the Statistical Package for Social Scientists (SPSS), employing both descriptive and inferential statistics, including a multiple regression model. Results were presented in tables, charts, and graphs, while qualitative data was analyzed through content analysis. The study offered insights into the relationship between T&D programs and service quality, providing both theoretical and practical contributions to organizational development and public sector management.
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