The aim of this study was to establish the factors
influencing improvement in performance and
delivery of public services. Thus, the paper studied the effect of performance contracting and measurement on public service delivery in Kenya. The public services considered in the study
included ministries, state corporations, local authorities and tertiary institutions, with a total of 470 public agencies. The cross-sectional
survey design was used. The study is based on performance evaluation results compiled over the period between 2004 and 2011. Using
regression analysis, it was found that performance measurement was critical to
improvement in public service delivery and
explained 73.6 percent of improvement in service delivery, as evidenced
by independent measurement of customer satisfaction with the services delivered
by the public sector.
Cite this paper
Ndubai, R. E. , Mbeche, I. M. and Pokhariyal, G. P. (2016). A Study of the Relationship among Performance Contracting, Measurement and Public Service Delivery in Kenya. Open Access Library Journal, 3, e2850. doi: http://dx.doi.org/10.4236/oalib.1102850.
Geniat,
M.A. and Libert, F.H. (2002) Communicating and Controlling Strategy: An
Empirical Study of the Effectiveness of the Balanced Scorecard. Journal of Management Accounting Research,13, 47-90.
Osborne, D. and Gaebler, T., Eds. (1992) Reinventing
Government. How the Entrepreneurial Spirit Is Transforming the Public
Sector. Penguin Books USA Inc., New York.
Anderson, E.W., Fornell, C. and Rust, R.T. (1997) Customer
Satisfaction, Productivity, and Profitability: Differences between Goods and
Services. Marketing Science,16, 129-145. http://dx.doi.org/10.1287/mksc.16.2.129
HU,
K.C. and Jen, W. (2010) From the
Viewpoint of Business Customers to Explore the Antecedents of Satisfaction and
Loyalty for Freight Shipping Industry in Taiwan. Journal of the Eastern Asia Society for Transportation Studies,8,10-11.
Adams, S.B., Dong,
Y., Dresner, M. and Robert, H. (2012) Linkages between Customer Service,
Customer Satisfaction and Performance in the Airline Industry: Investigation of
Non- Linearities and Moderating
Effects. Transportation Research Part E:
Logistics and Transportation Review,48,
743-754.
Guerra-López,
I. and Hutchinson, A. (2013) Measurable and Continuous Performance Improvement: The Development of a Performance
Measurement, Management and Improvement System. Performance Improvement Quarterly, 26, 159-173. http://dx.doi.org/10.1002/piq.21151