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Abstract: This study examined the
effect of shared organizational values on enhanced service delivery at the
National Registration Bureau in Meru County, Kenya. A descriptive correlational
research design was adopted. The target population comprised 1,200 customers
seeking registration services at the National Registration Bureau, from which a
representative sample was selected using Slovin's formula and probability
sampling techniques. Primary data were collected using a structured questionnaire,
while secondary data were obtained from National Registration Bureau reports
and relevant policy documents. Instrument validity was established through
expert review, whereas reliability was assessed through a pilot study involving
30 respondents from the National Registration Bureau in Tharaka Nithi County.
Quantitative data were analyzed using the Statistical Package for Social
Sciences (SPSS) version 31. Descriptive statistics, including frequencies,
percentages, means, and standard deviations, summarized respondents'
perceptions, while Pearson correlation and simple linear regression analyses
were used to examine the relationship between shared organizational values and
enhanced service delivery. The findings revealed a very strong positive and
statistically significant relationship between shared organizational values and
enhanced service delivery (r = 0.957, p < 0.001). Regression results further
established that shared organizational values had a positive and statistically
significant effect on enhanced service delivery (β = 0.957, p < 0.001),
indicating that strengthening ethical conduct, mission alignment, staff
commitment, value consistency, cultural cohesion, and accountability culture
significantly improves service speed, service accuracy, and client
satisfaction. The study concludes that shared organizational values are a
critical determinant of enhanced service delivery within public institutions.
It recommends that the management of the National Registration Bureau
strengthen ethical conduct, align employees with the Bureau's mission, foster
staff commitment, and promote an accountability culture through continuous
training and effective leadership to improve the quality of public service
delivery. DOI: https://doi.org/10.51505/IJEBMR.2026.10726 |
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