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Item Influence of Employee Training on Service Delivery in Meru County Government(Academic pubs, 2025) Mary, Mwiki Mukiri; Fredrick, Mutea; Nancy, RintariDespite 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.Item Influence of Community Policing Strategy on Service Delivery in National Police Service in Nairobi County, Kenya(INTERNATIONAL JOURNAL OF RESEARCH AND INNOVATION IN SOCIAL SCIENCE (IJRISS), 2024-07) Chachah, Marianne Wanjiru; Munga, Jane; Gichunge, EvangelineThe research examined the influence of Community Policing (CP) on service delivery in the National Police Service (NPS) in Nairobi County. The research was supported by stakeholder theory. The study adopted a quantitative research design with the target population being fourteen (14) police stations in Nairobi County having a total number of 3000 police officers attached to them. The sample size was 143 police officers. Stratified random sampling was adopted to pick the unit of observation. Data was sourced using structured questionnaires and analysed based on the Statistical Package for Social Sciences (SPSS). The regression model showed that the influence of CP on service delivery in NPS in Nairobi County was positive and significant (β 1 = .593, t= 10.13, p=.000<.05). The study concluded that CP strategy had a major influence on service delivery in NPS in Nairobi County, Kenya. The study suggests that the inspector General of NPS to ensure that all police stations in Nairobi County and Kenya as a whole have service charters legible to members of the public to ensure that police service is held accountable as regards service delivery. Further, the police service ought to train its workforce on community policing as a philosophy and a strategy for enhancing service deliveryItem EFFECT OF PROCESS INNOVATION STRATEGIES ON PERFORMANCE OF TIER ONE COMMERCIAL BANKS IN KENYA(International Academic Journal of Innovation, Leadership and Entrepreneurship (IAJILE), 2021-07) Peter, Mburu Ng’ang’a; Munga, Jane; Nzili, James MbebeThe Kenyan banking industry is experiencing very stiff competition with banks outdoing each other from the front end of products, service delivery, and employees’ retention amongst other fronts. In Kenya, Tier One Commercial Banks have been leading in the adoption of innovations including mobile banking, online banking and use of mobile applications. Scholarly evidence regarding the effects of strategic innovation on performance of commercial banks in Kenya with specific regard to tier one banks remain scanty. Against this backdrop, the present study sought to establish the effect of process innovation strategies on the performance of tier one commercial banks in Kenya. The study adopted a descriptive survey research design. The target population consisted of 494 senior, middle and lower management staff from the 8 Tier One Commercial Banks. A sample size of 221 was reached using stratified random sampling technique Primary data was collected using structured questionnaires distributed to all management staffs of the tier one commercial banks in Nairobi. Secondary data on the other hand was collected from journals and published financial statements within the period of 5 years from 2014 to 2019. Frequencies and percentages as well as measures of central tendency (means) and dispersion (standard deviation) were used. The regression and correlation analysis were used to determine both the nature and the strength of the relationship between two variables. Data was presented using tables. The study found that improved queuing; electronic funds transfer; and number and distribution of ATMs had improved the financial performance of the banks to a great extent. The study also concluded that process innovation strategies have a positive and significant effect on the performance of tier one commercial banks in Kenya. The study recommends that commercial banks should have an effective market research department that should conduct surveys in order to establish the new products by competitors, the advantages and disadvantages of the innovations. This will enable the banks to innovate and help in staying ahead of competition.Item Influence of Strategic Resource Allocation by Laikipia County Government on Service Delivery in Level 3 and 4 Public Health Facilities(Journal of Business and Strategic Management, 2021-09) Lesiyampe, Evaline Nasieku; Cherono, Vivian; Muriiki, RosemaryPurpose: The purpose of the study was to examine the influence strategic resource allocation by Laikipia county government on service delivery in level 3 and 4 public health facilities. Methodology: The target population comprised of a sample of 74 medical practitioners. The respondents were doctors, nurses, pharmacists, lab technicians, radiologists, teaching staff and administration staff. Descriptive survey design was adopted for the study. Primary data was collected through questionnaires. Simple random sampling technique was used in guiding the selection of the study sample. A pilot study was conducted in 10 percent of the study sample from Naivasha County. Before administering the instruments, they were subjected to validity checks and reliability tests. Data analysis was done using tools in the SPSS version 25. Analysis involved computation of descriptive statistics such as frequencies, percentages, means and inferential statistics such as Pearson Correlation and regression analysis. The data was then presented in tables and narrations. Results: The study established that the connection between the strategic resource allocation services and service delivery was statistically positive and significant hence the model can be used to predict the results of level 3 and 4 public health facilities in Laikipia county. It had an R value of .851 and an R square value of .723. Explained further it indicated that strategic resource allocation model forecasted 72.3% change on service delivery. Strategic resource allocation had a β=.324, P=449. Unique contribution to theory, policy and practice: Though there were resources enough to obtain various medical supplies, there was a gap in ensuring that departments got all the requirements they were in need of. The study discovered that mis-balance between departments getting required resources in which they are dispensed to. The study recommended that there should be clear resource tracking within the departments. There should be easy and less bureaucratic replenishing of the resources since these departments have generated them. There should be policies put into place to factor in quick, reliable and quality replenishing within various departments of hospitals.