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International Journal of Research in Social Sciences
Year : 2020, Volume : 10, Issue : 2
First page : ( 97) Last page : ( 114)
Online ISSN : 2249-2496.

Employee Training, Development and Service Delivery

Maina Peter Mburu1, Dr. Wambua Peter Philip2

1Student: Doctor of Philosophy (Human Resource Management Option), Kenyatta University, Kenya

2Lecturer: Department of Business Administration, Kenyatta University, Kenya

Online published on 20 November, 2021.


Many organizations are currently grappling with issues of poor service delivery translating into cases such as low profit margins and very high rates of staff turnover. This is in spite of the organizations spending highly on training and development of their workforce. Many researchers have thus endeavored to unravel this mystery by conducting numerous studies on the influence of training and development on service delivery of employees. The previous studies however reviewed by the researcher are on direct influence of training and development on service delivery without due consideration of moderating and mediating variables. The general objective of this study is to examine the relationship between training and development of employees and service delivery. The specific objectives of this study are to determine the relationship between training needs assessment and service delivery, to investigate the relationship between training and development methods on service delivery, to examine the relationship between training and development policy on service delivery of employees, to determine the mediating effect of motivation on the relationship between training and development and service delivery of employees and to examine the moderating effect of education level on the relationship between training and development and service delivery of employees.

The study will help in providing future scholars with literature which will provide a basis for further studies. The delimitation of the study is that the researcher endeavors to conduct the studies on both private and public sector. The study results can nevertheless be generalized for the consumption of both educators and human resource managers. The study is built on Resource Based View Theory, Human Capital Theory and Goal Setting Theory. Positivism philosophy is proposed since it is based on facts and reason. The researcher proposes the use of descriptive research design and use of questionnaires for data collection in the future. Stratified random sampling is advocated for since it minimizes biasness in the sampling procedure. The researcher concludes that although there are numerous studies on service delivery and training and development of employees, most of the studies done have been primarily on other sectors other than the public sector. The researcher recommends that each study done should have a conceptual framework that guides it and should also incorporate moderating and mediating variables for a more conclusive analysis.



Service Delivery, Training Needs Assessment, Training and Development Methods, Training and Development Evaluation, Training and Development Policy, Motivation and Education Entry Level.


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