Employee Training and Delivery of Services at the Postal Corporation of Kenya

Purpose: Service delivery is an essential aspect for an organization to gain competitive advantage, since service delivery deals with how a service or a product is delivered to the client and whether it’s fairly or unfairly done hence determining prosperity or downfall of organization. A sure way of realizing full potential of an organization is use relevant human resource development mechanisms appropriately. Human resource development mechanisms describe an organization’s strategies of investing in activities and programs that are intended to develop competence, skills, and knowledge of employees. The study aimed to examine possible association between employee training efforts and service delivery in Postal Corporation of Kenya in Nairobi. Methods: The study is anchored on SERVIQAL model and it deployed a positive research philosophy paradigm and quantitative research design, targeting a population of 400 respondents comprising 300 employees and 100 clients, 40% sample size is obtained from target population translating to 160 respondents. Results: Key finding of the study was that employee training is a significant determinant of service delivery at Postal Corporation of Kenya. As such, the corporation’s efforts at enhancing the capacity of its employees were established to be significantly linked to the quality of the corporation’s services. Conclusion: The study recommends deliberate planning and enhancement of the employees’ skills and knowledge to ensure continued competitiveness of the corporation.