INFLUENCE OF TOTAL QUALITY MANAGEMENT PRACTICES ON PERFORMANCE IN NANDI COUNTY ASSEMBLY
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Date
2022-06
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Abstract
The primary goal of public organizations is to offer quality services to the
society within the constraints of available budgets; however, a number of public sectors
have not been reliable on such role. Lack of these services in the public sector is what
informed the need for the current study. This study was to evaluate if the TQM practices
in Nandi County assembly have influenced performance to the satisfaction of the
electorates. The research was guided by the following research questions: Has top
management commitment influenced performance in Nandi County assembly? Has
training of employees and elected leaders influenced performance of Nandi County
assembly? Has continuous enhancement influenced performance of Nandi County
assembly? Is customer focus influencing performance in Nandi County assembly?
The descriptive research design and inferential statistics was used in the study.
The study used a census technique on the top management staff, which included four
directorates, legislators and Ward office staff. The information was gathered through
the use of a questionnaire, which was distributed to a target population of 300 people
of which 281 people responded. The Statistical Package for Social Science SPSS
version 25.0 was used to analyze the data. A correlation analysis as well as a multiple
regression analysis were carried out.
The findings of the study evidenced by multiple regression analysis and
correlation analysis showed that TQM practices in Nandi County assembly have
significantly influenced performance to satisfaction of the electorates. The study
revealed that county assemblies need to have continuous enhancement because this will
improve customer satisfaction. Additionally, the study places a strong emphasis on staff
training because it improves organizational effectiveness. In order to improve service
delivery to electorates, the report also advises Nandi County Assembly to forge ties
with them by providing feedback. The study's concluding finding is that TQM
techniques in the Nandi County legislature undoubtedly influences performance to
client’s satisfaction.