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Service Charter Essay

4182 words - 17 pages

KISII UNIVERSITY ELDORET CAMPUS

FACULTY OF COMMERCE

EVALUATING SERVICE CHARTERS AS AN EFFICIENCY STRATEGY ON EMPLOYEE PERFORMANCE AT WEBUYE SUB-COUNTY HOSPITAL

TIMOTHY SHALO

CBM12/10693/14

A Research Proposal Submitted in Partial Fulfillment of the Requirements of the
Award of a Master’s Degree in Business Administration - Strategic Management option, at

Kisii University, Eldoret Campus

August 2015

DECLARATION

Declaration by the Candidate

This research proposal is my original work and has not been presented for a degree in any other university or institution. No part of this project may be reproduced without prior ...view middle of the document...

I would also like to acknowledge to my family and friends for their support both financially and morally during the entire research period

ABSTRACT

Owing to the ever increasing expectations by clients seeking services at public institutions, most institutions have embraced a Results Based Management System which has great emphasis on Employee Performance. Service Charters can be used to create awareness of the services offered and inform the customers of what to expect and what is expected of them in order to be served effectively. The main objective of this study is to identify factors that contribute to the efficiency of service delivery amongst staff at Webuye Sub-county Hospital.

The specific objectives of the study are; to determine how Standard Operating Procedures (SOPs) affect the efficiency of employee performance, to investigate the extent to which the hierarchy and authority (organizational structure) influence Employee performance and to explore how Work Plans influence Employee Performance at the Hospital.

The study will use questionnaires, and document analysis as the main tool for collecting data with the target population being midlevel staff at Webuye Sub-County Hospital. Stratified random sampling will be used to identify 50 staff from a total population 150 employees, both primary and secondary methods will be used to collect data. A structured questionnaire will be administered to the respondents while Secondary data will obtained from relevant literature within and without the hospital. Data will be coded and analyzed with aid of statistical package for social sciences (SPSS), the study will employ regression analysis method to analyze and test the hypothesis. The study is expected to identify factors that contribute to the efficiency on Employee Performance.

TABLE OF CONTENT

DECLARATION i

DEDICATION ii

ACKNOWLEDGMENT iii

ABSTRACT iv

TABLE OF CONTENT v

ABBREVIATIONS AND ACRONYMS vii

CHAPTER ONE 1

10. INTRODUCTION 1

1.1 Background of the Study 1

1.3 Statement of the Problem 1

1.4 Research Objectives 2

1.4.1 General Objective 2

1.4.2 Specific Objectives 2

1.5 Research Questions 2

1.6 Research Hypothesis 2

1.7 Theoretical Framework 2

1.8 Conceptual Framework 3

1.8 Justification of the Study 5

1.9 Scope, Limitations, Delimitations and Assumptions 5

CHAPTER TWO 6

LITERATURE REVIEW 6

2.0 INTRODUCTION 6

2.1 Result Based Management System 6

2.3 Service Charter 7

2.3.1 Standard Operating Procedures 8

2.3.2 Work Plan 8

2.3.3 Staff Attitudes 9

CHAPTER THREE 10

RESEARCH DESIGN AND METHODOLOGY 10

3.0 INTRODUCTION 10

3.1 RESEARCH DESIGN 10

3.2 POPULATIONS AND SAMPLING TECHNIQUES 10

3.2.1 Target population 10

3.2.2 Sample 10

3.3 DATA COLLECTION 11

3.3.1 Instrumentation 11

...

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