The Moderating Influence Of Work Environment On The Relationship Between Entrepreneurial Behaviour And Perceived Service Quality By Government Ministries In Kenya

Abstract

Abstract: The work environment which encompasses several factors impacts on the way employees perform their work. A comfortable and supportive workplace environment will boost the employees’ performance hence boosting the organizational performance. The objective of this study was to examine the effect of work environment on the relationship between employee entrepreneurial behaviour and perceived service quality by government ministries in Kenya. The target population was all the 4 executive officers from all the 18 government ministries resulting to a sample size of 72 executive officers. The study used purposeful sampling technique in the selection of the executive officers. Datawas analyzed using descriptive and inferential statistics. Cronbach’s alpha coefficient was used to measure the reliability of the scale which was used to assess the interval consistency among the research instrument items.The regression results showed that work environment had statistically significant moderating influence on the relationship between entrepreneurial behaviour and perceived service quality in government ministries in Kenya. The study therefore recommended that the government should pay more attention to work environment in government ministries as it was a key contributor to quality service delivery. The study is grounded on the Weiss and Cropanzano’s Affective Events Theory (AET) which explains the link between internal influences and their reactions to incidents that occur in their work environment that affect employee performance, organizational commitment and job satisfaction (Phua, 2012).