EFFECTS OF LISTENING ON PUBLIC INSTITUTIONS SERVICE DELIVERY: A CASE STUDY OF KENYA POLICE SERVICE-KISII COUNTY HEADQUARTERS

Authors

  • Norah Keraro Jomo Kenyatta University of Agriculture and Technology
  • Prof. Willy Muturi Jomo Kenyatta University of Agriculture and Technology, Kenya

Keywords:

Listening, service delivery, Kenya Police Service, Kisii County Headquarters

Abstract

Purpose: To assess the effects of listening on service delivery in Kenya Police Service-Kisii County Headquarters

Methods: The study adopted a case study as research design. The study targeted 58 employees who are working in the institution and 152 clients seeking services in the Kenya Police hence the target population was 210. The study sample size comprised of a third of the 42 regular police respondents who included 14 regular police, 1 County Police Commander, 1 Officer Commanding Police Division, 1 Traffic Base Commander, 1 Officer Commanding Station, 4 clerical officers, 3 secretarial staff, 5 support staff and a third of clients seeking service at Kenya Police who were selected by purposive sampling hence 81 respondents were sampled. The researcher utilized both open and closed questionnaires in collection of data. Further descriptive statistics were used in analyzing data. This ensured that the collected data is effectively analyzed in a more organized way to effectively attain the study's objectives. The obtained data would be organized, analyzed and presented through percentages, tables, and frequencies.

Results: The study findings indicated that there were effects of listening on service delivery at the Kenya Police Service-Kisii County Headquarters which among them enhanced participation of employees in service delivery, allowing access to relevant information and passing effective information flow.

Recommendations: The study recommended that Kenya Police-Kisii County Headquarters should adopt effective communication practices through listening to improve on service delivery in their institution.

Downloads

Download data is not yet available.

Author Biographies

Norah Keraro, Jomo Kenyatta University of Agriculture and Technology

Post Graduate Student

Prof. Willy Muturi, Jomo Kenyatta University of Agriculture and Technology, Kenya

Lecturer

References

Bagozzi, R. P. (2011). Measurement and meaning in information systems and organizational research: Methodological and philosophical foundations. MIS quarterly, 261-292.
Cole, G. A. (2004) Institutional Theory and Practice6th Edition Thomson Learning: T.J International, Padstow, Cornwall.
David R. (2009). The life and work of Jay R. Gould.Journal of Technical Writing and Communication
Drunker, M. J. (2008, September). Challenges of ICT policy for rural communities: A case study from South Africa. In IFIP International Conference on Human Choice and Computers(pp. 125-137). Springer, Boston, MA.
Edwards, M., & Hulme, D. (2014). Non-governmental Organisations-Performance and Accountability: beyond the magic bullet. Routledge.
Kyberd, P,Schulzrinne, H and Wu,(2007) "Thought Communication and Control: A First Step using Radiotelegraphy", IEE Proceedings on Communications,
Lengel, J. G. (2013). Education 3.0: Seven steps to better schools. Teachers College Press.
Montana, J. &Charnov, B H. (2008) Management Edition. New York. Barron's Educational Series,
Sagimo P .S (2002) Management Dynamics In An institutions 3rd edition New York: Prentice Hall Publishers
Shannon, H. (2009). Communication Institutional Behaviour Model. In G. Dessler, Institutional Behaviour .Chicago: McGraw-Hall.
Wangai, A(2007). School Unrest report.Nairobi: Daily Nation.
Zalabak, P., & Ellis, K. (2006). The communication of trust. The IABC handbook of organizational communication, 44-55.

Downloads

Published

2019-05-06

How to Cite

Keraro, N., & Muturi, P. W. (2019). EFFECTS OF LISTENING ON PUBLIC INSTITUTIONS SERVICE DELIVERY: A CASE STUDY OF KENYA POLICE SERVICE-KISII COUNTY HEADQUARTERS. Journal of Public Policy and Administration, 4(1), 1 – 12. Retrieved from https://www.iprjb.org/journals/index.php/JPPA/article/view/875

Issue

Section

Articles