Employee empowerment and service delivery in national water and sewerage corporation, Kampala Uganda
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Date
2018-12
Authors
Journal Title
Journal ISSN
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Publisher
Kampala International University. College of Economics and Management
Abstract
The study aimed to establish the effect of employee empowerment on service delivery
in NWSC, Kampala Uganda, three specific objectives guided this study and these were i)
determining the effect of employee autonomy on service delivery in NWSC, Kampala
Uganda; ii) establishing the effect of staff involvement in service delivery in NWSC,
Kampala Uganda and (iii) to establish the effect of psychological empowerment on
service delivery in NWSC, Kampala Uganda. The study adopted the following design;
cross-sectional survey research design was used because data was drawn/collected
from a wide spread of respondents and linear regression analysis was used to establish
the significant effect of Employee empowerment on service delivery. The study used a
sample size of 214. The findings indicated that employee autonomy significantly affects
service delivery in NWSC, the findings also proved a significant effect staff involvement
has on service delivery in NWSC, and there is a positive significant effect psychological
empowerment has on service delivery in NWSC. The researcher concluded that; staff
involvement in decision making can be used to obtain views about processes such as
job evaluation, pay determination and performance management in order to assess
their effectiveness and the degree to which employees feel they are fair, involving staff
in decision making can help to elicit views about personnel policies and how they
operate in such areas as equal opportunity, employee development, and health and
safety, psychological empowerment significantly affects service delivery by enhancing
feelings of self-efficacy among organizational members through the identification of
conditions that foster powerlessness and through their removal by both formal
organizational practices and informal techniques of providing efficacy information. The
researcher recommended that; the management of national water and Sewerage
Corporations need to give autonomy to employees for certain tasks, the employees can
be allowed to set targets and work towards achieving them.
This study is about examining the relationship between employee empowerment and
service delivery in National Water and Sewerage Corporation (NWSC), Kampala Uganda.
This chapter covers the background, problem statement, purpose, objectives, research
questions, scope and significance of the study.
Li Background to the study
The study background is presented in four major perspectives, which have been divided
as follows: historical, theoretical, conceptual, and contextual (Amin, 2005).
LL1 H store & Perspective According to Mohammad, Heidar and Asgar (2011) notes that employee empowerment
have prevailed in literature for many years. However, Mohammad et al (2011). indicates
that theoretical research on psychological empowerment is a recent thing. According to
Hancer and George (2003).the origin of empowerment can be traced to the theory
developed by Douglas McGregor that emerged in the field of organizational behavior.
McGregor developed a theory named “Theory Y,” based on the notion that employees’
motivation, productivity, and participation can be attained and enhanced by designing
more autonomous and flexible jobs. Globally, interests in improved service delivery is widespread and long standing. The
rapid expansion and uncontrolled growth of cities and urban centers have created
previously unimaginable competition and problems in the desire to offer better quality
services to the varsity clients with differing interests and backgrounds (Rondinelli,
1983). Many corporations in various countries world over have been finding difficulty in
providing solutions to the problem of poor quality of services right from the era of Monk
Lucas Pacioli (1494) to the present period of massive production and consumption.
Description
Thesis submitted to the college of economics and management in masters degree in business administration of kampala international university
Keywords
Employee empowerment, Service delivery in national water and sewerage corporation,