A ROLE OF MOTIVATION IN IMPROVING PERFORMANCE IN THE DELIVERY OF PUBLIC SERVICES

Abstract

This study aimed to find out the role of motivation in improving performance in the delivery of public services (PS) in Tanzania with a particular focus on civil servants (CS) in the Arusha City council (ACC) The study examined whether CS in the ACC are intrinsically as well as extrinsically motivated to deliver PS; explored challenges constraining motivation of CS; and suggested the best mechanisms to motivate CS. The study used probability and non probability samplings and involved 67 respondents. Primary data was collected through semi-structured questionnaire and interview guide. Descriptive and inferential statistics were used to analyse quantitative data through the SPSS software, and qualitative data was analyzed through content analysis. The outcome reveals a significant relationship (p < .05) between recognition, appreciation, communication, opportunity to take on more challenging job, and career advancement and CS performance. There is also a significant relationship (p < .05) between salary, bonus, allowances, promotions, and benefits and CS performance. Fear of failure, fear of success, lack of role clarity and comparisons are motivational challenge which significantly affects (p < .05) the performance of CS. Distractions and lack of patience have no statistical significant effect (p > .05) on the performance of CS in the delivery of PS. Fostering open communication, incentivizing workplace, rewarding civil servants for hard work and good performance, along with recognizing CS for achievements are motivations factors with significant influence (p < .05) onthe performance of CS. However, creation of career path has no statistically significant influence (p > .05) on CS performance. The government should create communication platforms through which CS ideas, concerns and thoughts can be heard. Also, the government should create a flexible and productive working environment for CS, along with incentivizing workplaces through timely provision of favorable intrinsic and extrinsic motivations.