IJSSE - International Journal of Social Sciences and Entrepreneurship Upcoming Journals: International Journal of Innovation and Management (IJIM), International Journal of Engineering and Architecture (IJEA) & International Journal of Science and Agriculture | IJAE, IJEF & IJHRP Call for Papers - Forthcoming Issue (Decemer 2014). Submission deadline: 25th December 2014 |

No images

UserInfo


18.97.14.85
United States United States
Your Time

User Statistics Info
IJSSE is one of the leading International Journals by User Statistics!

Login Form



IJSSE Newsletter Form
Full Names *
E-mail Address: *
Country *
PDF Print E-mail

THE INFLUENCEOF TRANSFORMATIONAL CHANGE ON SERVICE DELIVERY: A CASE OF THE CITIZEN SERVICE CENTRES IN NAIROBI COUNTY.

FRANCIS MWANGI

Jomo Kenyatta University of Agriculture and Technology

P. O. Box 62000 – 00200

Nairobi, Kenya

&

DR. JANE MUCHEKE NG’ETHE

Jomo Kenyatta University of Agriculture and Technology

P. O. Box 62000 – 00200

Nairobi, Kenya


CITATION: Mwangi, F. & Ng’ethe, M. J . The influence of transformational change on service delivery: a case of the citizen service centers in Nairobi County. International Journal of Human Resource and Procurement 3 (1), 38-56.

ABSTRACT

The purpose of the study was to establish the effects of transformational change on service delivery in the Citizen Service Centres in Nairobi County popularly known as Huduma Centres. The new century has been marked by a generalized sense that traditional work arrangements are inadequate to address the challenges organizations, in particular the public sector encounter today. The shifts from an industrial to an information-based society and from a manufacturing to a service economy, compounded by the forces of globalization, have propelled revolutionary changes on work place arrangements, Successful organizations remain in the learning mode in order to cope with change. The objectives of this study was to determine the effects of organizational culture on service delivery in the Citizen Service centres in Nairobi County; to determine the effects of organization structure on service delivery in the Citizen Service centres in Nairobi County; to establish the effects of Processes on service delivery in the Citizen Service centres in Nairobi County, and to determine the effects of Staff training on service delivery in the Citizen Service Centres in Nairobi County. This study adopted a descriptive design. The target population of this study was the service employees of the Citizen Service Centres of Nairobi County. The study used stratified random sampling technique. The main research instrument of primary data collection was a structured questionnaire and secondary data was obtained from published sources such as library, internet and research done by other scholars. Data collected was analyzed using Statistical Package for Social Sciences (SPSS) version 21. Correlation and regression was used to establish the relationship between independent variables and dependent variable and conclusion and recommendations were drawn.

Key words: Transformational Change on Service Delivery

 


 

View Full Text PDF Format

 
Banner
Publication Disclaimer: The accountability of the article published in IJSSE journals is entirely of the author(s) concerned and not of the publisher/editor. The view expressed in the articles of any IJSSE journal is those of the contributors, and it does not essentially correspond to the views of the publisher/editor. It is responsibility of the authors to seek copyright clearance for any part of the content of the articles. The publisher/editor of IJSSE journals is not liable for errors or any consequences arising from the exercise of information contained in it.
Free counters!
IJSSE - International Journal of Social Sciences and Entrepreneurship | Copyright 2013 | All Rights Reserved  <