TITLE:
A Study of the Intervening Effect of Political Stability on the Relationship between Performance Contracting and Measurement, and Public Service Delivery in Kenya
AUTHORS:
Richard E. Ndubai, Isaac M. Mbeche, Ganesh P. Pokhariyal
KEYWORDS:
Performance Contracting, Performance Measurement, Performance Improvement, Political Stability, Service Delivery, Customer Satisfaction
JOURNAL NAME:
Open Access Library Journal,
Vol.4 No.4,
April
25,
2017
ABSTRACT: The
performance of public agencies is influenced and affected by many factors, both
internal and external. The internal factors are in many cases controllable,
while external factors tend to fall outside the control of public sector
managers. Moreover, the effect may serve to ameliorate performance or intervene
to weaken performance and thereby adversely affect delivery of services. This
paper explored the intervening effect of political stability, an external
factor, on the relationship between performance contracting and measurement,
and public service delivery (expressed as customer satisfaction) in Kenya. The
study was based on the results of measurement and evaluation of the performance
of 470 public agencies that operated under performance contracts between 2004
and 2011. Using regression analysis, it was found initially that on its own,
political stability had no significant relationship with or influence on
customer satisfaction. It however had an effect on the relationship between
performance contracting, measurement and public service delivery, where a unit
change in political stability contributed negatively to customer
satisfaction by a factor of 0.257, though not statistically significant.
Correlation analysis established further that social chaos and turmoil, which
result in political instability, negatively impact the attractiveness of a country
in the global arena.