Performance Appraisal and Service Delivery in Huduma Centres in Nairobi County
DOI:
https://doi.org/10.53819/81018102t2080Abstract
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
References
Admassie, A., Abebaw, D., & Woldemichael, A. D. (2019). Impact evaluation of the Ethiopian health services extension programme. Journal of Development Effectiveness, 1(4), 430-449. https://doi.org/10.1080/19439340903375724
Admassie, G. A. (2019). Impact of Rewards Management System on Employees’ Satisfaction in Case of DebreBirhan University Administrative Staffs. J Invest Manag, 8, 16-24. https://doi.org/10.11648/j.jim.20190801.13
Bheemanathini, S., Srinivasan, B., & Jayaraman, A. (2019). A Review on Performance Management System (PMS) for Employees Appraisal in an Organization. Ind Eng Manage, 8(279), 2.
Biggs, A., Brough, P., & Drummond, S. (2017). Lazarus and Folkman’s psychological stress and coping theory. The handbook of stress and health: A guide to research and practice, 351-364. https://doi.org/10.1002/9781118993811.ch21
Chand, A., & Naidu, S. (2020). New public management and performance appraisal system. Springer Nature. https://doi.org/10.1007/978-3-319-31816-5_4031-1
Daniel, C. O., & Ibrahim, A. U. (2019). Influence of Performance Appraisal Management on Employees Productivity. GSJ, 7(3).
Gruenfeld, L. W., & Weissenberg, P. (2016). Supervisory characteristics and attitudes toward performance appraisals. Personnel Psychology. 13(2), 97-107.
Hassan, A. M. (2019). Effect of E-Government on Service Delivery in the Public Service of Kenya, JKUAT.
Karani, R. M. (2019). Effect of Reward Strategies on Performance of National Police Service Employees in Tranzoia County, Kenya. Maseno University.
Kareithi, M. W. (2018). Effect of Performance Appraisal System on Performance of Secondary Schools’ Teachers in Kirinyaga West Sub-county, Kenya. KCA University.
Khalid, A., & Alwi, S. K. K. (2018). Performance Appraisal System: Its Effectiveness and Impact on Performance and Job Satisfaction. Pakistan Journal of Educational Research, 1(2).
Kihama, J. W., & Wainaina, L. (2019). Performance appraisal feedback and employee productivity in water and sewarage companies in Kiambu County, Kenya. International Academic Journal of Human Resource and Business Administration, 3(5), 376-393.
King, P. E. (2016). When do students benefit from performance feedback? A test of feedback intervention theory in speaking improvement. Communication Quarterly, 64(1), 1-15. https://doi.org/10.1080/01463373.2015.1078827
Kluger, A. N., & DeNisi, A. (1996). The effects of feedback interventions on performance: A historical review, a meta-analysis, and a preliminary feedback intervention theory. Psychological bulletin, 119(2), 254. https://doi.org/10.1037/0033-2909.119.2.254
Korir, S., Rotich, J., & Bengat, J. (2015). Performance management and public service delivery in Kenya. European Journal of Research and Reflection in Management Science, 3(4).
Lazarus, R. S., & Folkman, S. (1984). Stress, appraisal, and coping. Springer publishing company.
Lillian, G. O., Mathooko, P., & Sitati, N. (2011). The effects of performance appraisal system on civil servants job performance and motivation in Kenya: A Case study Of Ministry of State for Public Service. Kabarak Univeristy.1St Annual International Research Conference (p. 370).
Mariti, E. W. (2019). Effects of performance appraisal on employee performance of multinational companies in Nairobi County, Strathmore University.
Michael, F. K. (2018). Employee Performance Measurement: A Reform Tool for Public Sector Governance in Tanzania. Pan-African Journal of Business Management, 2(2).
Ministry of Public Service (2020). Retrieved from http://www.psyg.go.ke/
Mollel-Eliphaz, R., Mulongo, L. S., & Razia, M. (2017). The influence of performance appraisal practices on employee productivity: A case of Muheza District, Tanzania. Issues in Business Management and Economics, 5(4), 45-59.
Mosoti, J. M. (2017). Performance Appraisal System in the Public Sector: Perceptions and Challenges: A Case Study of Public Service Commission, Kenya (Doctoral dissertation, The Open University of Tanzania).
Murphy, K. R., Cleveland, J. N., & Hanscom, M. E. (2018). Performance appraisal and management. SAGE Publications. https://doi.org/10.4135/9781506352886
Mutegi, F. M. (2021). Influence of Strategic Human Resource Practices on Public Service Delivery of Huduma Centres in Kenya (Doctoral dissertation, KeMU). https://doi.org/10.24940/theijbm/2021/v9/i8/BM2108-026
Mutegi, M. F., & Ombui, K. (2016). An Investigation of the Factors that Cause Poor Performance of State Corporations in Kenya. International Journal of Scientific and Research Publications, 6(11).
Mwema, N. W., & Gachunga, H. G. (2014). The influence of performance appraisal on employee productivity in organizations: A case study of selected WHO offices in East Africa. International Journal of Social Sciences and Entrepreneurship, 1(11), 324-337.
Ndubai, R. E. (2017). A Study of the Intervening Effect of Political Stability on the Relationship between Performance Contracting and Measurement, and Public Service Delivery in Kenya. Open Access Library Journal, 4(04), 1. https://doi.org/10.4236/oalib.1103402
Patro, C. S. (2019). Performance Appraisal. In Advanced Methodologies and Technologies in Business Operations and Management (pp. 867-878). IGI Global.
Rizvi, M. A. (2017). A feedback model for an effective performance appraisal system. Journal for Global Business Advancement, 10(2), 140-157. https://doi.org/10.1504/JGBA.2017.083414
Selvarajan, T. T., Singh, B., & Solansky, S. (2018). Performance appraisal fairness, leader member exchange and motivation to improve performance: A study of US and Mexican employees. Journal of Business Research, 85, 142-154. https://doi.org/10.1016/j.jbusres.2017.11.043
Sholihah, H. (2017). Motivating English teachers based on the basic needs theory and an expectancy theory. EduLite: Journal of English Education, Literature and Culture, 2(2), 405-414. https://doi.org/10.30659/e.2.2.405-414
Swanepoel, S., Makhubela, M., & Botha, P. A. (2016). Employees’ perceptions of the effectiveness and fairness of performance management in a South African public sector institution. SA journal of human resource management, 14(1), 1-11. https://doi.org/10.4102/sajhrm.v14i1.728
van Dam, K., Oreg, S., & Sverdlik, N. (2019). Affective and cognitive responses to organizational change: The role of appraisal processes. In Emotions 2019: 7th International conference on emotions, well-being, and health.
Venclová, K., Salkova, A., & Kolackova, G. (2013). Identification of employee performance appraisal methods in agricultural organizations. Journal of Competitiveness, 5(2). https://doi.org/10.7441/joc.2013.02.02
Vroom, V. H. (1964). Work and motivation.
Wambura, P. M. (2017). Assessing the Effectiveness of Huduma Centres (one-stop-shops) in the Delivery of Public Services: The Case of Nairobi City County, Kenya (Doctoral dissertation, Africa Nazarene University).
Zachary, D., (2017). Effective Performance Appraisal - a study into the relation between employer satisfaction and optimizing business results. University Rotterdam.
