International Journal of Academic Research and Development

International Journal of Academic Research and Development


International Journal of Academic Research and Development
International Journal of Academic Research and Development
Vol. 5, Issue 3 (2020)

Effect of outsourced cleaning service empathy on service delivery in the county government of Kakamega, Kenya


Daniel Okallo Musita, Julius Miroga, Bonface Imbali Mudi

In Kenya, county governments and their agencies are mandated to provide public essential services and manage basic social and physical infrastructure without compromising quality. A gap exists between services provided by government agencies and the public expectations. In view of the foregoing, it was necessary for this study to investigate the effect of outsourced cleaning service empathy on service delivery in the county government of Kakamega. The study adopted a descriptive research design. The target population of this study consisted of 9,788 registered traders in Kakamega Municipality, Mumias Township and Khayega Market where outsourced market cleaning services were provided. This study used a sample population of 367 respondents for data collection. Before administering the questionnaire, a pilot testing of the questionnaire on 5% of the sample population was conducted and the instrument was found to be suitable. Data was analyzed using descriptive and inferential statistics. The findings indicated that outsourced cleaning service empathy is a significant predictor of service delivery in the County Government of Kakamega. The study recommends that the county Government of Kakamega engages outsourced cleaning service companies that show empathy to the public. It is also recommended that the County Government should establish a policy for outsourcing public cleaning services.
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How to cite this article:
Daniel Okallo Musita, Julius Miroga, Bonface Imbali Mudi. Effect of outsourced cleaning service empathy on service delivery in the county government of Kakamega, Kenya. International Journal of Academic Research and Development, Volume 5, Issue 3, 2020, Pages 128-136
International Journal of Academic Research and Development International Journal of Academic Research and Development