PERFORMANCE MANAGEMENT PRACTICES AND SERVICE DELIVERY OF THE NATIONAL POLICE SERVICE EMPLOYEES IN NAIROBI CITY COUNTY, KENYA
Abstract
The main objective of this study was to determine the influence of Performance Management practices and Service Delivery guided by specific objectives of; to determine the influence of performances planning, influence of employee performance coaching, the influence of employee performance assessment, the relationship between employee performance recognition on service delivery of the National Police Service employees in Nairobi City County, Kenya. Positivism Research Philosophy was the research philosophy used in the study; Descriptive analysis design was also used. The target population of this study consisted of 133 employees from the National Police Service under 10 selected police formations in Nairobi City County. Census approach was adopted and all of them were considered in the study. The questionnaire was chosen as the data Collection instrument and was self-administered to all the respondents. A pilot test was carried out to test the data collection tool. The analysis used the most common metric of internal accuracy known as the cronbach’s alpha. Collected data was checked and coded for any errors or omissions, and entered into the SPSS version 24. Correlation analysis, ANOVA, and regression analysis both provided inferential statistical data and explained the impact of the interaction between the Success Assessment and Service Delivery. The hypotheses were tested at 95% confidence interval. The study established that during performance planning, the National Police Service objectives and performance goals were communicated to the employees and necessary training, resources, and support provided. The study concluded that Coaching at work required National Police Service to provide clarity by discussing and reviewing the gap between performance expectations and actual performance with the employees. The study recommended the use of performance appraisal for chalking out compensation packages for employees. Merit rating and compensation packages like bonus, high salary rates, extra benefits, allowances and pre-requisites were dependent on performance appraisal.
Key Words: Performances Planning, Employee Coaching, Employee Assessment, Employee Performance Recognition, Service Delivery, National Police Service
CITATION: Wekesa, H. K., Ndegwa, P., & Kiiru, D. (2023). Performance management practices and service delivery of the national police service employees in Nairobi City County, Kenya. The Strategic Journal of Business & Change Management, 10 (1), 476 – 498.
Full Text:
PDFReferences
Agusioma, N. L., Nyakwara, S., & Mite, E. (2017) Influence of Employee Procurement on Service Delivery at Public Service Commission of Kenya.
Ayachi, Z. (2015). Adult learning strategies in an onsite training program in Tunisia. The Reading Matrix: An International Online Journal, 15(2), 80-100.
Bajpai, N. (2011). Business research methods. Pearson Education India.
Barba-Sánchez, V., & Atienza-Sahuquillo, C. (2017). Entrepreneurial motivation and self-employment: evidence from expectancy theory. International Entrepreneurship and Management Journal, 13(4), 1097-1115.
Berg, M. E., & Karlsen, J. T. (2012). An evaluation of management training and coaching. Journal of Workplace Learning.
Bradler, C., Dur, R., Neckermann, S., & Non, A. (2016). Employee recognition and performance: A field experiment. Management Science, 62(11), 3085-3099.
Bweng, E. B. (2015). The perceived effects of coaching on employee performance at the Co-operative Bank of Kenya (Doctoral dissertation, University of Nairobi).
Chaponda, N. C. (2014). The effect of performance appraisal on employee motivation: a survey of slum based non-governmental organizations in Nairobi (Doctoral dissertation, United States International University-Africa).
Chebet, J. (2015). Determinants of employees’ performance in the County Governments of Kenya; a case of Bungoma County (Doctoral dissertation, University of Nairobi).
Chubb, C., Reilly, P., & Brown, D. (2011). Performance Management, Literature review. [pdf] Brighton, UK: Institute for employment studies.
Collis, J., & Hussey, R. (2013). Business research: A practical guide for undergraduate and postgraduate students. Macmillan International Higher Education.
Cooper, D. R., Schindler, P. S., & Sun, J. (2003). Business research methods.
Creswell, J. W., & Creswell, J. D. (2017). Research design: Qualitative, quantitative, and mixed methods approaches. Sage publications.
Dasgupta, S. A., Suar, D., & Singh, S. (2013). Impact of managerial communication styles on employees’ attitudes and behaviours. Employee relations.
Dobre, O. I. (2013). Employee motivation and organizational performance. Review of applied socio-economic research, 5(1), 19-30.
Drazin, R., & Van de Ven, A. H. (1985). Alternative forms of fit in contingency theory. Administrative science quarterly, 514-539.ed. Thousand Oaks, CA: Sage. Pp. 408-14 ed. Thousand Oaks, CA: Sage. Pp. 408-14
Elder Jr, G. H., & Caspi, A. (1988). Human development and social change: An emerging perspective on the life course. Persons in context: Developmental practices, 6 (14), 77-113.
Elias, V. (2015). The Quest for Ascendant Quality: An Introduction to Contemporary Philosophy and Methods for Strategically Orchestrating the Transformation towards & beyond Quality Excellence in Everything you do. Sparta, NJ USA, 51.evaluation. International Research Journal of Business and Management, 7(9), 1-8.
Govender, K. (2017). Empowering leadership and municipal service delivery: A case study of a metropolitan municipality in South Africa. International Journal of Public Administration, 40(5), 427-433.
Güngör, P. (2011). The relationship between reward management system and employee performance with the mediating role of motivation: A quantitative study on global banks. Procedia-Social and Behavioral Sciences, 24 (6), 1510-1520.
Harrison, K. (2013). Why employee recognition is so important. Cutting Edge PR. Harting, D.(2010). Employees you’re most valuable asset. Retrieved January, 3, 2013.
Heathfield, S. M. (2017). What Is a Workplace? Workplaces Come in a Variety of Settings..
Hollenbeck, J. R., & Jamieson, B. B. (2015). Human capital, social capital, and social network analysis: Implications for strategic human resource management. Academy of Management Perspectives, 29(3), 370-385.
Hope, K. R. (2019). The police corruption “crime problem” in Kenya. Security Journal, 32(2), 85-101.
Iqbal, N., Ahmad, N., Haider, Z., Batool, Y., & Ul-ain, Q. (2013). Impact of performance appraisal on employee’s performance involving the moderating role of motivation. Oman Chapter of Arabian Journal of Business and Management Review, 34(981), 1-20.
Jacobson, W. S., & Sowa, J. E. (2015). Strategic human capital management in municipal government: An assessment of implementation practices. Public Personnel Management, 44(3), 317-339.
Jonyo, D., Jonyo, B., & Manyara, D. (2018). Performance Management in Counties: A Position Paper On Devolution in Kenya.
Kang, H. J., Gatling, A., & Kim, J. (2015). The impact of supervisory support on organizational commitment, career satisfaction, and turnover intention for hospitality frontline employees. Journal of Human Resources in Hospitality & Tourism, 14(1), 68-89.
Keraro, N., & Muturi, W. (2019). Effects of Listening On Public Institutions Service Delivery: A Case Study Of Kenya Police Service-Kisii County Headquarters. Journal of Public Policy and Administration, 4(1), 1-12.
Khan, M. F. U. (2013). Role of performance appraisal system on employees motivation. IOSR Journal of business and management, 8(4), 66-83.
Khor, C. H., Leyva, M., & Marshall, V. (2011). U.S. Patent No. 7,940,897. Washington, DC: U.S. Patent and Trademark Office.
Kinyili, J. M. (2015). Role of Human Resource Management Practices on Retention of Staff in Public Health Institutions in Machakos County, Kenya (Doctoral dissertation).
Koech, K. J. (2016). Internal factors influencing service delivery within the Kenya police service in Kitui County (Doctoral dissertation).
Korir, S., Rotich, J., & Bengat, J. (2015). Performance management and public service delivery in Kenya. European Journal of Research and Reflection in Management Science, 3(4), 12-20.
Kothari, C. R. (2004). Research methodology: Methods and techniques. New Age International.
Kothari, C. R. (2011). Research Design and Methodology (published by New Age International (P) Limited).
Kumar, V., & Hundal, B. S. (2019). Evaluating the service quality of solar product companies using SERVQUAL model. International Journal of Energy Sector Management.
Lambert, V. A., & Lambert, C. E. (2012). Qualitative descriptive research: An acceptable design. Pacific Rim International Journal of Nursing Research, 16(4), 255-256.
Locke, E. A., & Latham, G. P. (Eds.). (2013). New developments in goal setting and task performance. Routledge.
Maier, C., Laumer, S., Eckhardt, A., & Weitzel, T. (2013). Analyzing the impact of HRIS implementations on HR personnel’s job satisfaction and turnover intention. The Journal of Strategic Information Systems, 22(3), 193-207.
Manroop, L. (2015). Human resource systems and competitive advantage: An ethical climate perspective. Business Ethics: A European Review, 24(2), 186-204.
Meyer, J. W., & Rowan, B. (1977). Institutionalized organizations: Formal structure as myth and ceremony. American journal of sociology, 83(2), 340-363.
Mitchell, R., Obeidat, S., & Bray, M. (2013). The effect of strategic human resource management on organizational performance: The mediating role of high‐performance human resource practices. Human Resource Management, 52(6), 899-921.
Mugenda, O. (2013). O and Mugenda (1999) Research Method-Quantitative and Qualitative approaches Nairobi.
Muriithi, C. W. (2016). Effect of Coaching On Employee Performance in Commercial Banks: A Case of Standard Chartered Bank Kenya Limited (Doctoral dissertation, United States International University-Africa).
Muriuki, C. W. (2016). Effect of performance appraisal on employee motivation at Ministry of East African Community, Labour and Social Protection (Doctoral dissertation, University Of Nairobi).
Mutindi, U. J. M., Namusonge, G. S., & Obwogi, J. (2013). Effects of strategic management drivers on organizational performance: a survey of the hotel industry in Kenyan coast.
Mutua, O. M. (2016). Challenges of strategy implementation at the national police service of kenya (Doctoral dissertation, Univeraity of Nairobi).
Mutumbu, L. M., Guyo, S. H., & Muketha, M. K. (2016). Influence of Employee Training on Employee Engagement in Non-Governmental Organizations Operating in Meru County, Kenya.
Ndungu, D. N. (2017). The Effects of Rewards and Recognition on Employee Performance in Public Educational Institutions: A Case of Kenyatta University, Kenya. Global Journal of Management and Business Research.
Njau, F. W., Mutungi, M. M., & Mutinda, R. (2019). An Integrated Servqual and Gap Model in Evaluating Customer Satisfaction in Budget Hotels in Nairobi City County, Kenya. International Journal of Current Aspects, 3(II), 41-70.
Njoroge, J. W. (2018). A Critique of police oversight mechanisms in Kenya with regard to extrajudicial killings.
Nyongesa, R. A. (2013). Challenges of strategy implementation at the Kenya Police Service
Obisanya, A. R., Bolaji, S. A., & Hassan, K. I. (2019). Total Quality Management And Service Delivery In Selected Local Government In Nigeria. From The Editor’s Desk.
Okemwa, D. O. (2016). Relationship between Flexible Work-Arrangement and Commitment of Nurses in Public Hospitals in Kenya.
Oluoch, D. (2014). The Moderating Effect of Employee Engagement in the Relationship between Strategic Planning and Organization Performance (Doctoral dissertation, United States International University-Africa).
Ongonge, J. (2013). Relationship between strategic planning and organization’s performance in Non-Governmental Organizations (NGOs): a case of Actionaid, Kenya (Doctoral dissertation, University of Nairobi).Organisation Performance in Kenya's Horticultural Sector. International Journal of Business
Organisation Performance in Kenya's Horticultural Sector. International Journal of Business Administration, 6(2), 77.
Otieno, B. B. A., Waiganjo, E. W., & Njeru, A. (2015). Effect of Employee Engagement on
Paile, N. J. (2012). Staff perceptions of the implementation of a performance management and development systems: Father Smangaliso Mkhatswa case study (Doctoral dissertation).
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, 41-50.
Parijat, P., &Bagga, S. (2014). Victor Vroom’s expectancy theory of motivation– An
Prentice Hall.
Pulakos, E. D., Hanson, R. M., Arad, S., & Moye, N. (2015). Performance management can be fixed: An on-the-job experiential learning approach for complex behavior change. Industrial and Organizational Psychology, 8(1), 51-76.
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal.
Ritzer, G. (Ed.). (2004). Encyclopedia of social theory. Sage publications.
Salaman, G., Storey, J., & Billsberry, J. (Eds.). (2005). Strategic human resource management: Theory and practice. Sage.
Saleh, F., & Ryan, C. (1991). Analysing service quality in the hospitality industry using the SERVQUAL model. Service Industries Journal, 11(3), 324-345.
Sarah, K. (2014). Employee perception of performance management practices in Kenya power and lighting company limited (Doctoral dissertation, University of Nairobi).
Saunders, M., Lewis, P., & Thornhill, A. (2009). Research methods for business students. Pearson education.
Saunders, M., Lewis, P., & Thornhill, A. (2013). Research Methods for Business Students. 3rd ed.
Saunders, M., Lewis, P., & Thornhill, A. (2014). Research Methods for Business Students (7th Edition). Pitman Publishing
Scott, W. R. (1995). Institutions and Organizations. Thousand Oak. Cal: Sage Publications.
Scott, W. Richard 2004. “Institutional theory.” in Encyclopedia of Social Theory, George Ritzer,
Sekaran, U., & Bougie, R. (2013). Research Methods for Business (6th Edition.). John Wiley &
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill building approach. John Wiley & Sons.
Sharma, J., & Dhar, R. L. (2016). Factors influencing job performance of nursing staff. Personnel Review.
Sheldon, K. M., Kashdan, T. B., & Steger, M. F. (Eds.). (2010). Designing positive psychology:
Shields, P. M., & Rangarajan, N. (2013). A playbook for research methods: Integrating conceptual frameworks and project management. New Forums Press.
Sikora, D. M., & Ferris, G. R. (2014). Strategic human resource practice implementation: The critical role of line management. Human Resource Management Review, 24(3), 271-281.
Slavić, A., Berber, N., & Leković, B. (2014). Performance management in international human resource management. Serbian Journal of Management, 9(1), 45-58.
Tariq, S., Jan, F. A., & Ahmad, M. S. (2016). Green employee empowerment: a systematic literature review on state-of-art in green human resource management. Quality & Quantity, 50(1), 237-269.
Terblanche, N. N. H., Albertyn, R. M., & van Coller-Peter, S. (2017). Designing a coaching intervention to support leaders promoted into senior positions. SA Journal of Human Resource Management, 15(1), 1-10.
Tran, H. (2015). Personnel vs. strategic human resource management in public education. Management in Education, 29(3), 112-118.
Tung, R. L. (2016). New perspectives on human resource management in a global context. Journal of World Business, 51(1), 142-152.
Wushe, T., & Shenje, J. (2019). The antecedents of employee engagement and their effect on public sector service delivery: The case study of government departments in Harare. SA Journal of Human Resource Management, 17, 11.
Zhang, Y. (2012). The impact of performance management system on employee perfomance-Analysis with WERS 2004 (Master's thesis, University of Twente).
DOI: http://dx.doi.org/10.61426/sjbcm.v10i1.2558
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution 3.0 License.
PAST ISSUES:
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.