Abstract:
This study examined the effects of employee participation on the improvement of service
delivery performance at Kigoma District Council. Specifically, the study assessed the level of
employee participation in decision-making processes, identified the factors influencing
employee participation, and determined the impact of employee participation on service
delivery performance. The study was guided by the SERVIQUAL model. This research
adopted a descriptive cross-sectional research design with a mixed-method research
approach. The target population comprised 1690 employees of Kigoma District Council. A
sample size of 284 respondents was randomly selected from the population to participate in
the study. Closed-ended questionnaires, interviews, and reviews of documents were used to
collect data from respondents. Data analysis was conducted through descriptive statistics and
regression analysis. The results of the study revealed that subordinate employees often
participate in department meetings, cross-department collaboration projects, and trade union
representation. It was further revealed that subordinate employees rarely participate in setting
strategic plans, formulating customer service charters, formulating performance targets and
offering feedback in suggestion boxes. Moreover, the study findings revealed that
compensation package (p= .000 .05), leadership (p= .021 0.05) and career development
(p= .022 0.05) have significant influence on employee participation. The study further found
that employee participation (p = .000 .05) has positive effects on the improvement of
reliability, responsiveness, empathy, and assurance in service delivery. Based on these
findings, this study concludes that the effect of employee participation on service delivery is
influenced by compensation packages, leadership approaches, and career development
opportunities. This study recommends that Kigoma District Council should enhance avenues
for subordinate employees to participate in decision-making for improving service delivery.
Avenues such as participation in strategic plans, and formulation of performance targets
should be available for subordinate employees.
