Employee empowerment and service delivery in national water and sewerage corporation, Kampala Uganda

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Kampala International University. College of Economics and Management
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.
Thesis submitted to the college of economics and management in masters degree in business administration of kampala international university
Employee empowerment, Service delivery in national water and sewerage corporation,