| dc.description.abstract | This study was about managerial factors that affect service delivery in the Directorate of
Citizenship and Immigration Control (DCIC). The independent variable was the managerial factors
while service delivery was the dependent variable. Specifically, the study set out to; examine the
extent to which staffing affects service delivery in the DCIC; analyse the extent to which
Human Resource Development affects service delivery in the DCIC and; assess the effect
of supervision on service delivery in the DCIC. The study adopted a cross- sectional case
study research design with both qualitative and quantitative data collection approaches.
The study considered a sample of 226 respondents who included a director, commissioners,
immigration officers and members of the general public. Overall, the response rate of the
study was 87%. The quantitative data was analysed using descriptive statistics and Pearson
product moment coefficient, which aided in assessing the variable relationships and testing
the hypotheses. Qualitative data was summarized and paraphrased or presented using
verbatim statements. The findings revealed that the various managerial factors; staffing,
human resource development and supervision, had a positive and significant effect on
service delivery, with Pearson correlations of .449**, .589** and .553**, respectively. This
therefore meant that any improvement in the three variable dimensions would result into an
improvement in service delivery. On the basis of the study findings, it was noted that there
were limited opportunities for development, which affected service delivery, there was
laxity in supervision, the few employees were quite overwhelmed by the large numbers of
clients. The researcher therefore recommended that; management of DCIC put in place
effective policies to address the managerial concerns that were hurting service delivery, a
review of the staffing needs at DCIC be done to come up with better staffing projections
that can meet the ever growing clientele, supervisors be clearly empowered to perform their
supervisory roles. | en_US |
