Perceived influence of performance appraisal on quality public service delivery in national government administration in Elgeyo Marakwet County, Kenya

Abstract

Provision of high quality public service has for a long time been a challenge especially in developing nations. In Kenya, public service has undergone a series of reforms aimed at improving quality of public service delivery to be of; acceptable standards, satisfactory and that which earns approval from the citizens. There is an outcry of poor service provision in the public sector. This necessitated government to implement performance appraisal which is an integral component of performance management strategy for achievement of high quality of service delivery. This study sought to investigate the perceived influence of performance appraisal on quality public service delivery in National Government Administration in Elgeyo Marakwet County (EMC), Kenya. The specific objectives of the study were to; establish the perceived influence of job expectation, determine the perceived influence of performance standards, analyze the perceived influence of performance appraisal training and assess the perceived influence of performance-based compensation on quality public service delivery in National Government Administration in EMC, Kenya. This study was anchored on goal setting theory. Explanatory research design was used. The study targeted a population of 219 National Government Administrative Officers (NGAOs) which yielded a sample of 141 respondents. The research utilized stratified sampling technique while closed ended questionnaires were used to collect data. Validity and reliability of questionnaires was realised through conducting a pilot study, Cronbach Alpha tests and guidance from research study supervisors. The questionnaire presented Cronbach Alpha Coefficients of α=0.770, an indication of a high level of reliability of data collection instrument. Therefore, Mean and standard deviation were calculated. The study was analyzed by the use of Descriptive analysis and multiple regression analysis (MRA) was used for inferential statistics. The t-test statistics was used to test hypotheses of the study at 5%significant level while f-test was applied to test relationship between performance appraisal and quality public service delivery at 5% significant level. The study finding had R=0.553 a and R Square=0.306. Multiple Regression Analysis results indicated that performance appraisal significantly influenced quality public service delivery. Performance Based Compensation (β 4 =.344; P=.000<.05) followed by Job Expectation (β 1 =.183; P=.008<.05); and Performance Standards (β 2 =.161; P=.046<.05). Performance Appraisal Training (β 3 =.067; P=.412>.05) did not significantly influence relationship between performance appraisal and quality service delivery. The study concluded that performance appraisal influenced quality public service delivery in National Government Administration in EMC, Kenya. Performance Based Compensation was the main influencer of quality public service delivery. The study recommends that National Government Administration should fully implement all the stages and stick to requirements of performance appraisal to achieve provision of high quality public service delivery. The study suggests further studies be done on performance based compensation.