INFLUENCE OF ORGANIZATION CULTURE CHANGE STRATEGIES ON SERVICE DELIVERY OF THE NATIONAL POLICE SERVICE IN KAKAMEGA CENTRAL SUB-COUNTY, KENYA.

Abstract

There have been initiatives since the passage 2010 constitution to transform the perception of the police department from one of a police force to one of a police agency that is sensitive to the needs and aspirations of the people. This study sought to examine the influence of organizational culture change on service delivery of the National Police Service in Kakamega Central Sub County, Kakamega County Kenya. The specific objectives of the study was to establish the influence of command structure on service delivery; to determine the influence of communication strategy on service delivery; to evaluate the influence of senior management support on service delivery and to establish the influence of stakeholder involvement strategy on service delivery of the National police Service in Kakamega Central Sub County. The study utilized a descriptive survey research design. The study was undertaken for three months targeting assorted officers in the National Police service in Kakamega Central Sub-County. The targeted 500 NPS officers from categories that include; The sub county has police drawn from different units that include; General duty, Traffic, Criminal Investigation Department, Critical Infrastructure Protection Unit, Dog Unit, Kenya Airports Police Unit, and General service Unit. Taro Yamane's sampling method was utilized to give a sample size of 222 respondents. Stratified sampling was used to group the respondents into service group where random sampling was utilized to choose individual respondents. A pilot study was conducted in Matayos Sub county Busia. The data collection tools were questionnaires. Reliability and validity of these instruments was established through conducting a pilot study in Matayos Sub County, Busia County, conducting Cronbach alpha test, and getting expert opinions and content validity. The gathered data was encoded and analyzed utilizing the SPSS Version 26 software. The data was evaluated using descriptive statistics, including frequencies, percentages, means, and standard deviation. In addition, inferential statistics such as Pearson's correlation coefficient test, simple and multiple regression analysis was employed. The findings were displayed in the form of tables. The findings were as follows: Command structure (0.693 and a p-value of 0.000 < 0.05), Communication strategy (r = 0.681, p-value = 0.000< 0.05) Senior management support, (r=0.558, p-value 0.000 < 0.05) (r = 0.694 p-value = 0.000 < 0.05) hence all variables had a significant effect on service delivery. The study recommends that that there should be decision making process that is employee inclusive for better service provision. The study provides that management at top level should facilitate its workers an offer amicable support for service delivery. The study recommends a moderate communication strategy whereby mode of communication from leadership to clients to lower employees should be easy. The study provides that stakeholder should be involvement in matters of National police service. In this case citizens, oversight organizations and NGOs should be in forefront to advocate for better police service. The findings of this study is anticipated to add value on policy formulation on culture change in the National Police Service as well as contribution on the scholarly body.