EFFECTS OF WORK STRESS ON SERVICE DELIVERY, PRODUCTIVITY, SERVICE QUALITY AND CORPORATE IMAGE IN KENYA DISCIPLINED SERVICES

Abstract

The study objective was to identify the effects of work stress on service delivery, productivity, service quality and corporate image in Kenya disciplined services. The study would be useful in the design of effective strategies for reducing job stress that would in turn result in improved job performance among Kenya disciplined services. The study target population included all NYS employees based in all NYS six Stations in Nairobi Kenya. Stratified random sampling was utilized in drawing a representative sample of 111 employees from a population of 557 for the study. Structured questionnaires were administered by obtaining the respondents sentiments regarding the research topic. The researcher used statistical package for Social Scientists (SPSS) data analysis program to help generate statistical analysis further. From the study findings it was very clear that work stress had a significant effect on service delivery, productivity, service quality and corporate image of Kenya disciplined services. Further the study identified that work stress had a positive and significant effect on organizational performance, the researcher found that 50.5% of staff was exposed to stress arising from excessive work pressure also record negative concentration of work; 2.97% of staff who suffer stress triggered by frequent abuse by supervisors had their concentration of work impaired. Also 58.1% of staff who were exposed to frequent run-ins with supervisors experienced impaired creativity. Adequate job control enhanced work creativity as posited by 59.2% of participating NYS staff. Findings also supported that staff exposure to sexual harassment in the office impacted negatively on creativity. In conclusion, NYS staff were largely exposed to stress arising from quantitative and qualitative work overload working during odd hours, over enrolment of students in various courses, working under strict deadlines; inadequate reward system(pay/promotion/recognition);” unnecessary” and frequent transfers especially to hardship areas; inadequate tools and equipment, bullying by senior officers( harassment, degradation, humiliation, shame, intimidation, coercion and threats of transfers); unclear task definition, guidelines, scheduling and job definition; lack of training opportunities irrelevant training not matched to skill requirements ; poor placements( role not matched to competence); poor working relation (lack of staff cooperation, arguments and quarrels); and unsupportive working environment from both coworker and supervisors in that order. The study findings recommended that NYS has to realign its vision, mission and long-term objective for the challenges of becoming a premier disciplined Service will be reflected on the quality of service delivery, corporate image, staff productivity and efficiency in service delivery.