Factors Affecting Employee Service Delivery in Organizations: A Case of Agricultural Finance Corporation of Trans Nzoia County, Kenya

Abstract

This study sought to investigate the factors affecting employee service delivery in Agricultural Finance Corporation (AFC), Trans-Nzoia County.  The study was guided by the following objectives: - To find out how employee motivation affect service delivery in agricultural financial corporations, to find out how employees training influence service delivery, to assess the extent to which work schedules affect service delivery in financial institutions, and lastly to find out how work flow in financial institution affect the way services are being offered to customers. This study tried to examine the factors affecting employee service delivery on customer satisfaction in Agricultural Finance Corporation in Kenya.

The study adopted a descriptive case study. Data was collected from the population by use of questionnaires and interviews. The sample selected consisted of 165 respondents from the Agricultural Finance Corporation in Trans Nzoia County which included managers, supervisors and operational staff. Content validity of the instruments were examined and approved by experts from the field of service delivery. Furthermore, the researcher used pretest and test – retest to confirm the reliability of the research instruments. Data was analyzed using regression analysis and presented using Tables, Figures to communicate findings. The study deduced that there was a significant direct relationship between training mentioned by the firm and employee service delivery, that motivation programs are more likely to enhance employee service delivery than without, there was a significant positive relationship between work flow patterns and employee service delivery and, that there was a significant direct relationship between work scheduling maintained by the firm and employee service delivery.