Performance Appraisal and Service Delivery in Huduma Centres in Nairobi County


  • Annette Otonda The Catholic University of Eastern Africa
  • Dr. Alexander Kyule The Catholic University of Eastern Africa
  • Dr. Elias Mwangi The Catholic University of Eastern Africa



Performance appraisal is a formal management system by which the job performance of an employee is examined and evaluated, with the intent of identifying their strengths and weaknesses for improvement in future. In today’s difficult economic context, one of the main challenges for managers is to execute an effective human capital strategy to increase general performance. The aim of this study was to establish the effect of performance appraisal on service delivery in Huduma Centres in Nairobi County. The specific objectives were to determine the effect of appraisal feedback, performance rewards and appraisal method on service delivery in Huduma Centres in Nairobi County. Appraisal Theory, Performance Feedback Theory and Expectancy Theory informed this study. The study carried was out at 5 Huduma Centers in Nairobi County as they serve the highest number of citizens in the country and also because this is the total number of Huduma Centres within Nairobi County. The study adopted a descriptive approach on the 5 Huduma Centres; Huduma GPO, Huduma City Square, Huduma Eastleigh, Huduma Kibra and Huduma Makadara. The sample size was 250 staff members. The study used quantitative methods and the data collection tool was a questionnaire. The data was then analyzed using descriptive and inferential analysis. The descriptive statistics included the frequencies and the means. The regression of coefficient results show that appraisal feedback and service delivery is positively and significantly related. The results further indicated that performance rewards and service delivery is positively and significantly related. Lastly, results showed that appraisal method and service delivery is positively and significantly related. The study recommends that supervisors should provide regular and timely feedback to staff. The supervisors should ensure that appraisal feedback is free from errors based on personal bias such as stereotyping to have positive effect on staff delivery. The study recommends that rewards systems used should be regularly reviewed with the changing times. Remuneration of the staff should be reviewed according to human resources policy.

Keywords: Appraisal feedback, performance rewards, appraisal method & service delivery

Author Biographies

Annette Otonda, The Catholic University of Eastern Africa

Postgraduate student, The Catholic University of Eastern Africa

Dr. Alexander Kyule , The Catholic University of Eastern Africa

Lecturer, The Catholic University of Eastern Africa

Dr. Elias Mwangi, The Catholic University of Eastern Africa

Lecturer, The Catholic University of Eastern Africa


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How to Cite

Otonda, A., Kyule, A., & Mwangi, E. (2022). Performance Appraisal and Service Delivery in Huduma Centres in Nairobi County. Journal of Human Resource & Leadership, 6(2), 42–56.