Use of Non Monetary Incentives to Improve Service Delivery in Public Institutions In Tharaka Nithi County
Journal Title: IOSR Journals (IOSR Journal of Computer Engineering) - Year 2015, Vol 17, Issue 4
Abstract
Abstract: Service delivery is of critical importance for the organisations which are offering services as their core product. It is what the clients pay for and determines their retention as well as growth and profitability ofthe organization. For public institutions, the quality of the service offered by them has not been of very keeninterest due to the monopolistic nature of the services they offer and lack of incentives. Thus this study focusedon use of non monetary incentives to improve service delivery in public institutions. The study will be useful tothe public institution as well as other private and non-governmental institution in enhancing quality services.Descriptive research design was used. The study targeted 236 university employee and 28 managers. Stratifiedrandom sampling was used with a sample size comprising of 59 employees arrived at by using 25% of 236employees and 50% of the managers (14) hence a total sample of 73 respondents. Questionnaires andinterviews were used to collect data which was analyzed using both descriptive and inferential statistic. Thefindings revealed that the institution did not apply the non monetary incentives however recognition was used toa limited extent but was not necessarily aimed at improving service delivery. Work place opportunities, tangiblerewards and job flexibility were lacking. The study recommended that job flexibility and recognition couldeasily be applied at the minimum cost to improve service delivery. Tangible rewards had cost implicationhowever the benefit override the cost and lasted longer. Use of workplace opportunities is limited howeverwhere applicable it can still work as an incentive.
Authors and Affiliations
Lucy Kagwiria Mwirigi , Florence Karambu Angaine
Keywords
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