An investigation into the impact of performance management system on service delivery : A case study of the office of the prime minister, Namibia

The study aimed to fill a gap in the existing literature by examining the impact of performance management systems on service delivery and employee performance. Utilizing a rigorous quantitative research design, a simple random sample of 198 employees from the Office of the Prime Minister was selected to respond to both printed and online questionnaires. The research objectives were to determine the impact of performance management systems on service delivery, examine the effects of PM systems on employee performance, and determine the relationship between employee performance and service delivery. The results of the study provide compelling evidence for the impact of performance management systems on service delivery and employee performance. The findings indicate that effective performance management systems have a significant impact on service delivery and employee performance, with improved employee performance leading to enhanced service quality delivery. The study also revealed a positive relationship between employee performance and service delivery, suggesting that organizations that invest in performance management systems can expect to see improvements in both employee performance and service delivery outcomes. The study provides a roadmap for organizations on how to design and implement effective performance management systems that can have a positive impact on employee performance and service delivery outcomes. This study will be of great interest to practitioners, policymakers, and academics in the fields of human resource management, service delivery, and performance management. The study's methodology, results, and conclusions will be of significant value to organizations looking to improve their performance management systems and enhance their service delivery outcomes

Grantor dc:publisher

University of Namibia

Year dc:date.issued

2023

Author dc:creator

• Lubinda, Richard Lifasi

• Service Delivery
• Performance Management Systems
• Office of the Prime Minister
• Namibia
• Employee Performance

Language dc:language.iso

en

Handle dc:identifier.uri

http://hdl.handle.net/11070/3769

OAI identifier oai:identifier

oai:repository.unam.edu.na:11070/3769