The Effects of Employee Perceptions on Service Delivery: a Case Study of Public Agencies in Machakos County.

Abstract

This study sought to find out the effects of employee perceptions on service delivery in public agencies. Based on empirical study of ten public agencies within Machakos County, the study sought to establish whether employee perceptions have significant influence on service delivery on those agencies. It was based on the social exchange theory and used survey research method. More specifically, simple random sampling was used to select the respondents; employees and clients. A five point scale was used to collect primary data from both the employees and clients and analysis was done using descriptive and inferential statistical methods to find the relationship between the variables. The study found very low perception levels generally and equally very low service delivery levels by the agencies. Nonetheless, there was a strong positive correlation between employee perceptions and service delivery showing that when employees have more positive perceptions, then the service delivery of their agencies tend to be better and vice versa. These findings therefore strongly support the study hypothesis.