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    Influence of Employee Training on Service Delivery in Meru County Government
    (Academic pubs, 2025) Mary, Mwiki Mukiri; Fredrick, Mutea; Nancy, Rintari
    Despite various service delivery improvement strategies employed in Meru County Government, service delivery quality remains a persistent challenge, affecting citizen satisfaction and public trust in government institutions. The county has witnessed increasing citizen complaints regarding slow service delivery, inadequate service quality, and limited responsiveness to public needs. While employee training is widely recognized as a crucial approach to service delivery improvement, its implementation in Meru County has been limited by factors such as inadequate training needs assessment, insufficient budget allocation, and lack of systematic training evaluation mechanisms. The purpose of this study was to examine the influence of employee training on service delivery in Meru County Government, identify challenges faced, and propose policy recommendations aimed at improving public service delivery through enhanced training programs. The study was anchored on the Human Capital Theory advanced by Gary Becker in 1964. The study adopted a descriptive survey design targeting 150 county staff members. Using Slovin’s formula at a 5% margin of error, a sample size of 109 was determined through random sampling. Data was collected using structured questionnaires and analyzed using SPSS with descriptive and inferential statistics including Pearson’s correlation, coefficient of determination, and multiple regression analysis. The study achieved an 84.4% response rate. Results revealed that employee training significantly influences service delivery outcomes (β = 0.342, p = 0.001), with training explaining 68.1% of the variance in service delivery outcomes (R 2 = 0.681). Employee training emerged as a fundamental driver of successful service delivery in Meru County Government. Regular training programs effectively enhance technical skills and competencies, particularly improving service quality and efficiency. The study recommended that Meru County Government should strengthen its employee training framework by establishing comprehensive training policies, systematic needs assessment mechanisms, competency-based development initiatives, and training evaluation systems that measure impact on service delivery outcomes.
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    Employee Training and Public Service Delivery of Huduma Centres in Kenya
    (THE INTERNATIONAL JOURNAL OF BUSINESS & MANAGEMENT, 2021-08) Faith, Mwende Mutegi; Susan, Nzioki; George, King’oriah
    The study examined whether Huduma centres are a success in eliminating corruption, petty bureaucracy and inefficiency in delivery of services in the public sector. The study sought to establish influence of employee training on public service delivery of Huduma centres in Kenya, and mediating variable of government policies. The study was anchored on servqual model, human capital theory and the new public model. Descriptive research design was used. The target population included branch managers, section supervisors and public customers of all the 52 Huduma centres in Kenya. Multi-stage probability sampling was used. A sample of 46 branch managers and 314 section supervisors were included using simple random sampling method. A total of 360 public customers were sampled using purposeful sampling. The study employed primary and secondary data. Primary data was obtained through self-administered questionnaires. Validity and reliability were determined through use of a pilot study. Secondary data was obtained from reviewing relevant literature and government statistics. Data analysis was done using both descriptive statistics and inferential statistics. Descriptive analysis measured and assessed numerical values of variables such as the mean and standard deviation. Cronbach’s alpha measured reliability. Inferential data analysis involved correlation coefficient (r) and multiple linear regression analysis. Study results showed a positive significant low linear association between employee training and public service delivery (PSD). There was a moderate linear association of the mediating relationship between government policies and PSD at 99% confidence level. Hypothesis results show that employee training has significance influence on PSD. Findings also show that, a unit increase in employee training leads to a unit increase in PSD. This shows that employee training practices motivate employees to work more hard. Moreso, government policies have a mediating relationship between employees’ training and PSD. The study recommends the government to reevaluate policies. Moreso, there should be proper implementation and use of human resource practices in Huduma centres so as to increase efficiency in the delivery of public service. Public organisations are urged to use guidelines provided by the strategy for human resources in the public sector, in order to avoid every ministry, from using its own regulations, norms and standards. Further research is recommended on more human resource practices in the public service.
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    Employee Training and Public Service Delivery of Huduma Centres in Kenya
    (The International Journal of Business & Management, 2021-08) Mutegi, Faith Mwende; Nzioki, Susan; King’oriah, George
    The study examined whether Huduma centres are a success in eliminating corruption, petty bureaucracy and inefficiency in delivery of services in the public sector. The study sought to establish influence of employee training on public service delivery of Huduma centres in Kenya, and mediating variable of government policies. The study was anchored on servqual model, human capital theory and the new public model. Descriptive research design was used. The target population included branch managers, section supervisors and public customers of all the 52 Huduma centres in Kenya. Multi-stage probability sampling was used. A sample of 46 branch managers and 314 section supervisors were included using simple random sampling method. A total of 360 public customers were sampled using purposeful sampling. The study employed primary and secondary data. Primary data was obtained through self-administered questionnaires. Validity and reliability were determined through use of a pilot study. Secondary data was obtained from reviewing relevant literature and government statistics. Data analysis was done using both descriptive statistics and inferential statistics. Descriptive analysis measured and assessed numerical values of variables such as the mean and standard deviation. Cronbach’s alpha measured reliability. Inferential data analysis involved correlation coefficient (r) and multiple linear regression analysis. Study results showed a positive significant low linear association between employee training and public service delivery (PSD). There was a moderate linear association of the mediating relationship between government policies and PSD at 99% confidence level. Hypothesis results show that employee training has significance influence on PSD. Findings also show that, a unit increase in employee training leads to a unit increase in PSD. This shows that employee training practices motivate employees to work more hard. Moreso, government policies have a mediating relationship between employees’ training and PSD. The study recommends the government to reevaluate policies. Moreso, there should be proper implementation and use of human resource practices in Huduma centres so as to increase efficiency in the delivery of public service. Public organisations are urged to use guidelines provided by the strategy for human resources in the public sector, in order to avoid every ministry, from using its own regulations, norms and standards. Further research is recommended on more human resource practices in the public service.
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    Employee Training and Public Service Delivery of Huduma Centres in Kenya
    (The International Journal of Business & Management, 2021-09) Mutegi, Faith Mwende; Nzioki, Susan; King’oriah, George
    The study examined whether Huduma centres are a success in eliminating corruption, petty bureaucracy and inefficiency in delivery of services in the public sector. The study sought to establish influence of employee training on public service delivery of Huduma centres in Kenya, and mediating variable of government policies. The study was anchored on servqual model, human capital theory and the new public model. Descriptive research design was used. The target population included branch managers, section supervisors and public customers of all the 52 Huduma centres in Kenya. Multi-stage probability sampling was used. A sample of 46 branch managers and 314 section supervisors were included using simple random sampling method. A total of 360 public customers were sampled using purposeful sampling. The study employed primary and secondary data. Primary data was obtained through self-administered questionnaires. Validity and reliability were determined through use of a pilot study. Secondary data was obtained from reviewing relevant literature and government statistics. Data analysis was done using both descriptive statistics and inferential statistics. Descriptive analysis measured and assessed numerical values of variables such as the mean and standard deviation. Cronbach’s alpha measured reliability. Inferential data analysis involved correlation coefficient (r) and multiple linear regression analysis. Study results showed a positive significant low linear association between employee training and public service delivery (PSD). There was a moderate linear association of the mediating relationship between government policies and PSD at 99% confidence level. Hypothesis results show that employee training has significance influence on PSD. Findings also show that, a unit increase in employee training leads to a unit increase in PSD. This shows that employee training practices motivate employees to work more hard. Moreso, government policies have a mediating relationship between employees’ training and PSD. The study recommends the government to reevaluate policies. Moreso, there should be proper implementation and use of human resource practices in Huduma centres so as to increase efficiency in the delivery of public service. Public organisations are urged to use guidelines provided by the strategy for human resources in the public sector, in order to avoid every ministry, from using its own regulations, norms and standards. Further research is recommended on more human resource practices in the public service.