INFLUENCE OF PERFORMANCE APPRAISAL ON STRATEGIC SERVICE DELIVERY IN THE MINISTRY OF INTERIOR AND COORDINATION OF NATIONAL GOVERNMENT IN KENYA

Abstract

There have been persistent complaints regarding public service delivery in Kenya. Though there are several factors to which poor service delivery in the public service is attributed, there is hitherto scarcity of empirical evidence linking strategic performance appraisal to service delivery. In this regard, the main objective of this study was to determine the influence of strategic Performance appraisal on service delivery among civil servants working with the Ministry of Interior and Coordination of National Government in Nakuru North Sub-County, Kenya. The specific objectives included examining the influence of target setting and performance appraisal training on service delivery. The study was guided by the balanced scorecard and the dynamic theory of service delivery. A survey research design was adopted. The target population constituted all civil servants in Kenya. Accessible population comprised of the 283 civil servants working with the Ministry of Interior and Coordination of National Government and based at Nakuru North Sub-County. A sample of 96 respondents was drawn from the accessible population using stratified random sampling technique. The study used a research questionnaire in data collection. A pilot study was conducted before the main study with the view of assessing both the validity and reliability of the research questionnaire. Data analysis involved data screening, data coding, data analysis, and interpretation and discussion of results of analyses. The Statistical Package for Social Sciences Version 24 tool was employed in the analysis. Data analysis involved both descriptive and inferential statistics. The null hypotheses were tested at 0.05 level of significance. The study findings were presented in tables. It was established that target setting was the most important aspect of strategic performance appraisal that influenced service delivery. Strategic performance appraisal was concluded to be of significant importance to enhancement of service delivery at the Ministry. The study recommended that the Ministry and other related government ministries should at all times ensure timeliness, efficiency and reliability of the services they deliver to the members of the public.