Influence of employee training and development on service delivery in the registration of persons in Kenya :a case of Uasin Gishu County

Abstract

The purpose of this study was to establish the influence of training and development of employees on service delivery in the Department of Registration of Persons’ offices in Uasin Gishu County. The study adopted a survey and descriptive study research design which that were therefore deemed appropriate for this study. The sample of the study consisted of 115 customers and 62 officers. The respondents were selected through simple random sampling technique. The main data collection instrument was questionnaire which was distributed to the respondents besides document analysis. The researcher conducted a pilot study on the instruments by distributing twenty (20) questionnaires to the respondents in the Uasin Gishu County, against which data obtained was analysed and interpreted to ascertain questionnaire validity and reliability status. Data was analysed using descriptive statistics both qualitatively and quantitatively. Cross tabulation was used in tabulating frequencies and occurrences of some variables when analysing qualitative data. The analysed data was presented and interpreted using simple frequency tables . The study was meant to achieve four objectives: to establish the level of employee training and development in the registration of persons office in Uasin Gishu County, to investigate the influence of training on service delivery in the registration of persons offices in Uasin Gishu County, to determine the influence of employee on customer satisfaction and to establish registration of persons clients’ perception on service delivery. The major findings of the study were that the registration of persons offices were mainly engaged in registration of persons and issuance of Kenya National Identity Cards; that the level of trust in registration of persons office was low; that training was effective in enhancing customer satisfaction; that the most popular method of training employees was on the job training; major challenges facing the registration of persons offices was inadequate training of staff and poor funding. Finally, customer satisfaction was low. It was therefore concluded that the registration of person’s offices service delivery to customers was not satisfying. Furthermore, the quality of training received by employees was poor. The study therefore, recommends that the organization be allocated more funds for training in order to equip employees with the necessary knowledge, skills, and competencies necessary to deliver delightful service to customers. This study is important in that it will assist policy makers in coming up with more effective training and development programs for employees to enhance customer satisfaction and loyalty.