Effect of organizational behaviour modification on service delivery at the immigration department, Kenya.
| dc.contributor.author | Gitau, Sankara Caroline | |
| dc.date.accessioned | 2023-06-02T10:39:35Z | |
| dc.date.available | 2023-06-02T10:39:35Z | |
| dc.date.issued | 2021 | |
| dc.description | A Research dissertation submitted in partial fulfilment of the requirements for Award of Degree of Master of Public Policy and Management of Strathmore University | |
| dc.description.abstract | This research established the effect of organizational behavior modification on service delivery at the Immigration department in Nairobi, Kenya. The specific objectives included: a) to find out the effect of reinforcement strategies on service delivery, b) to determine the effect of employees' readiness on service delivery, and c) to establish how aligning objectives of organizational behavior modification with organization goals affect service delivery. The study adopted a descriptive design with a population of 695 respondents. A scientific sampling method was adopted and data was collected using an online questionnaire survey technique. The quantitative data were analyzed using descriptive and inferential statistics. Specifically, this study conducted a linear regression analysis to illustrate the combined effect of predictor variables on service delivery. The analysis established a significant positive relationship between employees' readiness to change and service delivery (p- value = 0.000 < 0.05). Also, there exists a significant positive relationship between aligning objectives of organizational behavior modification with organization goal and service delivery (p -value = 0.000 < 0.05). However, the study established an insignificant positive relationship between reinforcement strategies and service delivery (p - value = 0.225 >0.05). The implication of the findings of this study to the Immigration department is that behavioral changes require readiness at the individual level. Importantly, the management should also find a way to align the objectives of the behavior modification to organization goals to create a comprehensive and strategic behavioral objective that employees strive to achieve, directly and indirectly, to improve service delivery. The study recommends the need to emphasize behavior modification at an individual and organizational level as it is an area that directly determines the culture of group employees and the organization in general regarding areas of further research, the study recommends other studies to be unde1iaken in other government agencies. There is also a need to identify and include other dimensions of organizational behavior modification and determine how they affect service delivery in public institutions in further research. | |
| dc.identifier.uri | http://hdl.handle.net/11071/13266 | |
| dc.language.iso | en | |
| dc.publisher | Strathmore University | |
| dc.title | Effect of organizational behaviour modification on service delivery at the immigration department, Kenya. | |
| dc.type | Thesis |