Effects of Employee Participation on Improvement of Service Delivery Performance in Tanzania

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.