An investigation into the impact of performance management system on service delivery : A case study of the office of the prime minister, Namibia
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Date
2023
Authors
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Journal ISSN
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Publisher
University of Namibia
Abstract
The study aimed to fill a gap in the existing literature by examining the impact of
performance management systems on service delivery and employee performance.
Utilizing a rigorous quantitative research design, a simple random sample of 198
employees from the Office of the Prime Minister was selected to respond to both printed
and online questionnaires. The research objectives were to determine the impact of
performance management systems on service delivery, examine the effects of PM
systems on employee performance, and determine the relationship between employee
performance and service delivery. The results of the study provide compelling evidence
for the impact of performance management systems on service delivery and employee
performance. The findings indicate that effective performance management systems
have a significant impact on service delivery and employee performance, with improved
employee performance leading to enhanced service quality delivery. The study also
revealed a positive relationship between employee performance and service delivery,
suggesting that organizations that invest in performance management systems can expect
to see improvements in both employee performance and service delivery outcomes. The
study provides a roadmap for organizations on how to design and implement effective
performance management systems that can have a positive impact on employee
performance and service delivery outcomes. This study will be of great interest to
practitioners, policymakers, and academics in the fields of human resource management,
service delivery, and performance management. The study's methodology, results, and
conclusions will be of significant value to organizations looking to improve their
performance management systems and enhance their service delivery outcomes
Description
A thesis submitted in partial fulfilment of the requirements for the degree of master in business administration management strategy
Keywords
Service Delivery, Performance Management Systems, Office of the Prime Minister, Namibia, Employee Performance