Title: EMPLOYEE PERFORMANCE, STAFF TRAINING AND CUSTOMER SERVICE QUALITY IN KENYA BUREAU OF STANDARDS
Abstract: The purpose of this study was to determine the effects of employee performance and staff training on customer service quality at the Kenya Bureau of Standards. The main objectives was: To determine the relationship between Employee performance and Customer Service Quality in KEBS, To establish the mediating effect of Staff Training on the relationship between employee performance and customer service quality in KEBS and to determine the joint effect of Employee Performance and Staff Training on Customer Service Quality in KEBS. The research design used was Descriptive research design. The target population of the employees as at 2018, HR records was 1015. The sample size derived was 279 using the Cochran’s formula. The respondents ranged from Top, Middle and Operational levels from various divisions/departments. A stratified random sampling was used in the study analysis. Data collection was through a well-structured questionnaire, which was self-administered and was analyzed using percentage and frequencies. Pearson Correlation Coefficient was used for correlation analysis while simple linear regression model was used for regression. The data analysis tool used were Statistical Package of Social Scientists (SPSS) and Microsoft Excel. Findings of the study revealed that employee performance was impacted by various challenges. These were provision for fair remuneration, use of monitoring and measuring tool through favors, change in organization culture, improved communication, leadership, tribalism. The study concluded that staff training improved employees performance, increased knowledge and skills, and increased morale. The study also revealed the relevance of observing customer service quality leads to increased customer satisfaction, retention, improved productivity, increased revenue generation and possibly improved organizational reputation. The study found that employee performance, staff training and customer service quality as significantly and positively related. The study recommended that both employee performance and staff training be objectively monitored and evaluated and fair rewards aligned to it, in order to increase morale of the employees, for the employees to improve the customer service quality.
Publication Year: 2018
Publication Date: 2018-09-01
Language: en
Type: dissertation
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