FOSTERING SERVICE DELIVERY OF THE NATIONAL POLICE SERVICE IN NAIROBI CITY COUNTY, KENYA THROUGH FAMILY SUPPORT PROGRAMMES
Abstract
In the international organization system, law enforcement and order contribute to the stability of communities. This role is invariably performed by various institutions among them the police. The National Police Service institution has been characterised by a myriad of challenges both at macro and micro level of the institution thus bringing to question its service delivery ability role of maintenance of law and order. Research studies have shown that organisation performance and ultimately service delivery is hinged on employees. Therefore, performance may be attained provided employees are enhanced via workplace welfare practices such as family support programs. This inquiry sought to look into how applications of Family Support Programme affect the NPS's service delivery in Nairobi, Kenya's Kasarani sub-county. In particular, the inquiry aimed at determining the effect of family support programme on service delivery. The social exchange theory, resource-based view theory, and affective events theory served as the foundation for this study. Positivism was the philosophical approach of this study and additionally explanatory and descriptive research designs were applied. The research used a survey research approach where it focused on 350 police personnel in the Kasarani sub-county. A sample of 184 respondents was served with questionnaires for data collection and interview guide using stratified and selected using stratified random sampling techniques. The respondents' sample size was used to collect primary data using semi-structured questionnaires. Face, content, and construct validity was used to ensure validity. The reliability assessment was through the Cronbach alpha at 0.7. For the determination, descriptive analysis of the quantitative data collected, along with an explanation of the characteristics of the survey responses were statistically analysed through mean and standard deviation. Inferential statistics aided the testing of the hypotheses formulated in this study supported and Statistical Package for Social Science was used (version 20) as analytical software at the significance level of 0.05. The study established that family support programme in relation to service delivery significantly influenced and had a positive effect in the NPS for Kasarani, Nairobi County. The conclusion of the study was that effective family support programmes results to lower work-to-family conflict, resulting into positive perceptions of work and family life integration for the employees’ family support by the organisation resulting into improved attitudinal ad performance outcomes in the organisation. The study suggests that in order for an organization to have effective family support programme, it institute a program that considers work schedules which support NPS employees’ work and personal life integration thus impacting positively on service delivery.
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