Perceived effect of performance contracting on service delivery at Jomo Kenyatta University of Agriculture and Technology

Author: Sifuna, Olive Nelima

Awarding University: University of Nairobi, Kenya

Level : MBA

Year: 2012

Holding Libraries: University of Nairobi Jomo Kenyatta Memorial Library ;

Subject Terms: Perceptions/Effects/Performance contracts/Quality of service/Jomo Kenyatta University of Agriculture and Technology, Kenya/Colleges and universities ;

Pages: 51

Advisors: D Ochoro

Abstract:

Public universities play an indispensable role in the effective delivery of public services that are key to the functioning of a state economy. Despite their implementation of performance contracting, public universities in Kenya and JKUAT in particular have been confronted with many challenges which constrain their delivery capacities. There are problems in key areas such as in performance incentive systems and,monitoring and evaluation systems that have adversely affected the delivery of services at JKUAT. The purpose of the study is to determine the effects of implementation of performance contracting on service delivery at JKUAT. This research was conducted through a descriptive cross-sectional design. The study population comprised of the 316 JKUAT staff in main campus and 5213 students. The target population was divided into eleven divisions. The study adopted the stratified random sampling to select 60 staff members and 100 students. The researcher used primary data collected using a self administered semi structured questionnaire. The data was then analyzed using descriptive statistics. From the findings, the study concludes that since the Performance Contracting was introduced, there has been faster response to customer enquiries and problems, customers enjoy greater convenience and control. The study also concludes that targets set for each employee are realistic and are arrived at after consultation between employee and employer and that performance contracting has resulted in employee empowerment. The study finally concludes that there is continuous monitoring and evaluation and there is feedback of monitoring and evaluation results which enhance service delivery at the university. The study recommends that there is need to link performance contracting and compensation! reward system, and to develop a systematic monitoring and evaluation mechanisms for the corporation in order to enhance performance contracting. JKUAT should increase on the accessibility of services, improve on their customer care services, improve on facilities, diversify their services, automate their services, market their services to increase public awareness.