INFLUENCE OF EMPLOYEE PARTICIPATION ON SERVICE DELIVERY: A CASE OF NAIROBI CITY WATER AND SEWERAGE COMPANY, NAIROBI CITY COUNTY, KENYA
DOI:
https://doi.org/10.47672/ajppa.416Keywords:
Employee Participation, Service Delivery, Participatory Management ApproachAbstract
Limited employee participation witnessed in the public sector has persistently resulted in poor service delivery. Therefore, employee participation should take centre stage as it constitutes a powerful force for re-energising service delivery. However, this has not been the case at NCWSSC as evidenced by the poor water supply and sewerage services delivered to the residents of the city. The following objectives guided the study; to examine the influence of direct individual-based employee participation on service delivery at Nairobi Water and Sewerage Services Company. To examine the influence of financial participation on service delivery at Nairobi Water and Sewerage Company. The study was guided by the goal-setting theory and participatory management theory and stakeholder theory. The research adopted a descriptive research design. The study targeted 240 employees at Nairobi Water and Sewerage Company. The sample population for the research was148 personnel at the Nairobi Water and Sewerage Company headquarter at Industrial Area. The study relied on primary data that was collected using a semi-structured questionnaire. The collected data was entered into SPSS 23 for subsequent descriptive and inferential statistics. The findings of the study indicated there is a statistically significant influence of employee participation on service delivery. The results of the correlation analysis indicated there was a strong positive association between direct participation and service delivery p= .721. The results also indicated a weak negative association between financial participation with service delivery as indicated by p-value = -.005 respectively. The study recommended that the management should incorporate more financial-based reward and recognition systems as well as foster the adoption of indirect employee participation tools. The organization should further empower employees to be task-solvers and involve them more in participative decision making and delegation of duty.
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