SERVQUAL Theory Research Articles

The Influence of Service Quality of the Integrated Hajj and Umrah Service Center (PLHUT) on the Satisfaction of Prospective Hajj Pilgrims in 2023 (Study at the Mojokerto Regency Ministry of Religion Office)

This research aims to analyze the influence of the quality of service provided by the Integrated Hajj and Umrah Service Center (PLHUT) of the Mojokerto Regency Ministry of Religion Office on the level of satisfaction of prospective Hajj pilgrims. Service quality is measured through dimensions/variables; tangibles, reliability, responsiveness, assurance, and empathy. The method used was a quantitative survey with a questionnaire distributed to prospective Hajj Pilgrims who used the PLHUT service at the Mojokerto Regency Ministry of Religion Office. The collected data is analyzed using statistical analysis techniques to determine service quality. Using servqual theory developed by A. Parasuraman, Valarie Zeithaml, and Leonard Berry. In this research, it can be concluded that with the management of an integrated Hajj and Umrah service center (PLHUT), the activities or activities in the service can be well coordinated or structured, so that prospective Hajj and Umrah pilgrims feel comfortable and satisfied.

TRUST AND CUSTOMER SATISFACTION BASED SERVQUAL IN SOCIAL SECURITY AWARENESS MARKETING PROGRAM


 
 
 
 Researchers examined a company in the social insurance industry with a socialization marketing program for companies and non-formal workers that aims to attract workers to become company customers. This research was conducted to assist and propose a marketing program that can be applied to companies, namely the Social Security Awareness program. The method of analysis of this research is qualitative, with direct observation, in-depth interviews, collection of documents, and secondary information from the company. Research is carried out in companies through the field of marketing. Based on the research conducted, this program can increase company membership by making employees or potential customers aware of the importance of using the company's products. This research produces a program proposal using the SERVQUAL theory through the concepts of trust and customer satisfaction, which are expected to be implemented in the company's system to support the implementation of the Social Security Awareness marketing program.
 
 
 

Pengukuran Kepuasan dan Kualitas Pelayanan terhadap Konsumen Jasa Transportasi Kereta Api

This research aims to analyze the measurement of customer satisfaction and service quality in the context of rail transportation services. The theory used in this research is the Servqual theory, which emphasizes five dimensions of service quality, namely concrete evidence, reliability, responsiveness, assurance, and empathy. The research method applied was a survey design involving 140 respondents who used rail transportation services in Surakarta. Sampling was carried out using a purposive sampling method, with the criteria being that respondents were less than 40 years old and had used train transportation services at least 4 times in the last year. The research results show that there is a positive influence of employee service behavior orientation on service quality with a T statistic of 7.041 (>1.96) and a P value of 0.000 (<0.05) and a positive influence of physical facilities on service quality with a t statistic of 4.860 (>1.96) and P value 0.000 (<0.05). Apart from that, service quality has also been proven to have a positive effect on consumer satisfaction with a T statistic of 12.942 (>1.96) and a P value of 0.000 (<0.05). The implication of these findings is that it is important for rail transportation service companies to pay attention to employee behavior and physical facilities as an effort to improve service quality, which in turn can increase consumer satisfaction and the competitiveness of transportation service companies.

Executing Quality Management Tools to Enhance Customer’s Journey at a Clothes Laundry Firm

Purpose: This paper focuses on assessing and enhancing the customer’s journey at a laundry company in Saudi Arabia. This begins from the moment the customer arrives at the car park, including the process of receiving the services and subsequently making payment. Design, Methodology, Approach: A mixed-method approach was employed and qualitative data were gathered from focus group interviews and individual interviews. Quantitative data were gathered via the survey. Quality Management Tools were used to develop the action plan and offer conclusions and recommendations that would enhance the customer’s journey and improve satisfaction. Findings: Issues relating to service quality are categorized into five types: promotions, human resources, services, detergent products, and facilities. House of Quality represents the highest 15 prioritized solutions. These recommended solutions' relative weights range between 4 to 9%. The use of these tools highlights areas for improvement and the root causes of each issue. The voice of the customer and the voice of the employees are key sources to obtain valuable input. This research proffers step-by-step practical guideline for service organizations on how they can apply the quality management tools in their business, which will help them identify issues and continue improving. Its implications to academia merge the ServQual theory and QM in customer services and satisfactions. Originality/Value: This study will add value to the literature since there are limited studies employing the seven Quality Management Tools to enhance customer satisfaction and improve their journey. The Saudi laundry market specifically has a dearth of this type of study. The leadership of an organisation in the laundry sector is established through the implementation of tailored quality solutions, the prioritisation of customer satisfaction, and the enhancement of operational efficiency.

KUALITAS PELAYANAN DINAS KEPENDUDUKAN DAN CATATAN SIPIL DALAM PEMBUATAN DOKUMEN KEPENDUDUKAN

The focus of this research is the quality services of Population and Civil Registry regarding the preparation of residence documents in Bogor City. The purpose of this research is to measure the Quality of the Service at the Population and Civil Registry in Bogor City on 2022. The theory used in this study is the Five Dimensional SERVQUAL theory according to Zeithaml, Parasuraman, and Berry in Ratminto and Winarsih which adjusted the standard operating procedures for services and policies written by the Bogor City Population and Civil Registry Service. The method used is descriptive quantitative. The population of this research is the people who make population and civil registration documents at Disdukcapil Bogor City with a sample size of 100 people. Data collection was carried out by distributing questionnaires, observation and documentation. The sampling technique uses accidental sampling. The suggestion for this research is that the Bogor City Disdukcapil is expected to be able to improve the quality of its services to the community as service users, especially in terms of speed and accuracy, the Bogor City Disdukcapil needs to provide good physical appearance and provide more adequate supporting facilities, the Bogor City Disdukcapil is expected to increase its socialization regarding the application "Si Kancil Berlari" so that people can find out and use the application so that it can facilitate and assist the community in making population documents and civil registration

Tourist Satisfaction in the Homestay of Nepal: Case Study of Namje Community Homestay

Purpose: This paper aims to examine the impact of service quality towards tourist satisfaction and analyses the impact of tourist satisfaction on re-visit intention. This article focuses on the area of Namje, Dhankuta.
 Methods: It is based on descriptive and exploratory research design following the methods of qualitative and quantitative techniques. To build a reach understanding of the phenomenon, different theories, and data collection procedures: preliminary interviews, structural interviews, Google surveys etc. have been used.
 Originality: This study is based on the SERVQUAL theory through which HOLSERV was developed for the proper evaluation of the tangibles, reliability and employees of the homestay.
 Findings: The results obtained through the data collection from 384 respondents shows that Tangibles, Reliability and Employees are a significantly strong predictor of Customer satisfaction. Customer Satisfaction is also a strong predictor of Repurchase Intention. The main conclusion drawn from this study is that Tangibles, Reliability and Employees in a homestay lead toward customer satisfaction and customer satisfaction result the repurchase intention. This article recommends that the homestay should focus on accurate service time as promised and should satisfy their employees for better service.

Energy Education Service Quality Evaluation of Primary and Secondary Schools in South Jeolla Province: A Research Based on SERVQUAL Model

The most basic purpose of this thesis is to recognize the relationship between 'energy, human rights and peace' through the energy education that young students received at school, so that 'democracy in action' for the realization of sustainable energy democracy, a common task for all mankind in the future. It helps to grow as a citizen. To this end, the specific goal set by this thesis is to evaluate the current quality of energy education services in South Jeolla Province, prepare countermeasures based on the evaluation results, and further improve the level of energy education services in South Jeolla Province elementary and secondary schools. Based on the SERVQUAL theory and combining with the personalized characteristics of energy education in South Jeolla Province, this paper constructed a 3-dimensional energy education service quality scale with 12 questions, designed a five-component Likert scale, It adopted the questionnaire Star online survey platform. A questionnaire survey was conducted by random sampling, then SPSS26.0 was used to analyze the survey results, and the quality of energy education of primary and secondary school students in South Korea was evaluated scientifically. Through the above research and analysis, the main influencing factors and gaps of energy education for primary and secondary school students in South Jeolla Province were clarified. Finally, a specific research conclusion is drawn, Namely, the quality of energy education service for elementary and middle school students in South Jeolla Province is average, and there is a large GAP in the final score in three dimensions of responsiveness, assurance and reliability, among which the largest gap value is the dimension of assurance. To this end, based on the research results, this paper puts forward specific countermeasures and suggestions, such as strengthening communication and feedback, improving energy literacy of primary and secondary school energy teachers in South Jeolla Province, and innovating community education models.

The Relationship between Sports Facility Services and Athletes' Satisfaction of National University of Malaysia

Sports facility services are an important aspect that needs to be paid attention to by the institution. This is because the facility services offered by the university can be evaluated and improved based on the views obtained from the athletes. Therefore, this study was conducted to identify the level of sports facility service with the satisfaction of athletes at the National University of Malaya (UKM) as well as to identify the relationship between facility service and athlete satisfaction. The SERVQUAL theory which involves five elements namely existence/real, reliability, assurance, responsibility and empathy has been used in this study to measure the level of user satisfaction. The study will involve randomly selected university athletes. The design of this study is a case study in the form of a survey using a quantitative approach. The survey form will be used as an instrument to obtain research data. The data obtained will be analyzed using percentage, frequency and t-test methods using statistical package for social science (SPSS) software. The expected findings of the study obtained are the level of sports facility service as well as the relationship between sports facility service and athlete satisfaction.

TRAVEL AGENCIES’ WEBPORTAL PERCEPTION BASED ON CUSTOMER REVIEW IN HOTEL LUNA, VIGAN CITY

In order to assess a hotel's performance, this study will assess customer satisfaction ratings from a sample of online travel agents for Hotel Luna in Vigan City using the SERVQUAL theory and its associated variables. In addition to this, it will enable the hotel to examine customer feedback and offer better service. Sentiment analysis was the specific qualitative research method used in this study. Additionally, non-probability purposive sampling will be employed to obtain the study's data, which will be entered into Microsoft Excel. Choosing observations from a population to include in a sample survey is referred to in this sentence. It is also a simple and inexpensive method of data collection. A five-point Likert scale will be used by the researchers to evaluate the data. This is done to gauge consumer happiness and the quality of the services provided to tourists. Guests who stayed at the Hotel Luna in Vigan City reported being satisfied in SERVQUAL questionnaires. Particularly praised by the visitors was the Hotel Luna's capacity for first-rate service. The study's respondents were most happy with the characteristics responsiveness, tangibility, and assurance. However, the percentage of positive reviews for reliability and empathy was low. Particularly praised by the visitors was the Hotel Luna's capacity for first-rate service. The study's respondents were most happy with the characteristics responsiveness, tangibility, and assurance. However, the percentage of positive evaluations for reliability and empathy was low. The majority of visitors praised the hotel's traditional decor. Hotel Luna not only serves as a place to stay but also as a museum, thus visitors were amused and educated as a result of it. Since it will be one of their key draws for customers to come back, the hotel management must preserve or enhance the beauty of their facilities and outside appearance.

Teori Servqual dan Customer Satisfaction: Studi Kepuasan Pengguna Layanan Wifi.id Corner

For a company, it is important to know the satisfaction of the users of the services that have been provided. The wifi.id corner service has many users, so it is important to know the satisfaction of users of this service because it is one of the parameters for the success of a public service. In this study, the servqual model consisting of 5 dimensions is used, namely tangibles, reliability, responsiveness, assurance, and empathy. Meanwhile, for customer satisfaction in this study, it refers to product quality, service quality, emotional factors, price, cost, and convenience. The purpose of this research is to determine the experience of wifi.id corner users by testing it using the servqual theory, and to know the expectations of users regarding their perception of wifi.id corner. The results of this study indicate that the gap analysis conducted shows that wifi.id corner available in Jambi City does not meet the expectations and standards set in the servqual theory. Therefore, overall, users consider that the wifi.id corner service has not been able to provide satisfaction to customers. In addition, positive value is given by service users towards the respondents' expectations for wifi.id corner service. This indicates that the five dimensions of service quality are considered important by service users.

EVALUATION OF THE QUALITY OF LICENSING SERVICES AT THE INVESTMENT SERVICES AND ONE DOOR INTEGRATED LICENSING SERVICES IN NORTH SUMATRA PROVINCE

Licensing services at the Investment Service and One-Stop Integrated Licensing Services of North Sumatra Province are still experiencing problems and problems related to Information and Technology systems, the absence of Regional Regulations regarding guidelines for licensing or regulations, facilities and infrastructure that are less supportive and the number of public complaints regarding licensing services which can be seen through television and internet media. This study aims to determine the quality of licensing services at the Office of Investment and One-Stop Integrated Licensing Services in North Sumatra Province. This research is descriptive research with a qualitative approach. Data collection techniques using the method of observation, interviews and documentation. The theory used is SERVQUAL Theory by Zeithaml, Parasuraman and Berry mention five dimensions in determining service quality, namely Tangibles (physical evidence), Reliability (reliability), Responsiveness (responsiveness), Assurance (guarantee) and Empathy (empathy). The results showed that the quality of service at the Investment Service and One-Stop Integrated Licensing Services of North Sumatra Province for the Tangibles and Assurance dimensions did not match what the community expected, while the service quality for the Reliability, Responsiveness and Empathy dimensions were in accordance with what the community expected.

Pos Express Delivery Services in Manado City Using Servqual Method

This study aims to measure the level of quality of Pos Express delivery services in Manado city during the pandemic of Covid19. The study using Servqual theory measurement method by Parasuraman (1985), by distributing questionnaires to consumers. Its asking their expectations and perceptions about the quality of Pos Express services in Manado city, then calculating the difference between both. The results show the magnitude of service quality. The research sample is 100 respondents, who have met the research requirements, which is at least 2 times using these services. The results obtained are the overall servqual value is -0.31, meaning that the quality of Pos Express services in Manado city still does not meet consumer expectations.

Analisis Kualitas Pelayanan Administrasi Kependudukan pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Tapanuli Selatan

This study aims to describe the quality of population administration services at the Department of Population and Civil Registration of South Tapanuli Regency. This research is a descriptive study using a qualitative approach. Data collection techniques were carried out by observation, interview, and documentation techniques. The theory used in this study uses the Five Dimension of SERVQUAL theory according to Zeithaml, Parasuraman, and Berry. Population Administration Services At the Department of Population and Civil Registration there are constraints on Human Resources that are needed to be placed in indispensable parts, including the Population Database Admin still not meeting the educational criteria and training and education training is needed, the number of population administration service operators is still lacking in serving the community where one service operator officer processes document data from more than one sub-district. Geographical and demographic location of the South Tapanuli Regency Population and Civil Registration Office which is relatively far from the sub-district village whose residents live in the area. The innovation of ball pick-up administration services through the population service car that has been running still needs to be improved. Support for the Population Service's budgetary resources is still not optimal in order to meet the Excellent Service criteria. Improving the availability and quality of Population Data and Information Improving public services in the field of population and civil registration. encourage people's awareness of the importance and ownership of population documents.

The Effects of Chatbot Service Recovery With Emotion Words on Customer Satisfaction, Repurchase Intention, and Positive Word-Of-Mouth.

This study sought to examine the effect of the quality of chatbot services on customer satisfaction, repurchase intention, and positive word-of-mouth by comparing two groups, namely chatbots with and without emotion words. An online survey was conducted for 2 weeks in May 2021. A total of 380 responses were collected and analyzed using structural equation modeling to test the hypothesis. The theoretical basis of the study was the SERVQUAL theory, which is widely used in measuring and managing service quality in various industries. The results showed that the assurance and reliability of chatbots positively impact customer satisfaction for both groups. However, empathy and interactivity positively affect customer satisfaction only for chatbots with emotion words. Responsiveness did not have an impact on customer satisfaction for both groups. Customer satisfaction positively impacts repurchase intention and positive word-of-mouth for both groups. The findings of this study can serve as a priori research to empirically prove the effectiveness of chatbots with emotion words.

Framework for enhancing students’ smartphone learning ability: a case study of Nigerian public Universities

PurposeThe importance of smartphones in enhancing students learning, research and development is well-established in many published studies. Nevertheless, due to numerous challenges, Nigerian students are yet to reap from the benefits of smartphones in terms of accessing vital information for learning and development. Therefore, this study aims to develop a framework that will enhance Nigerian students’ ability to use smartphones for learning.Design/methodology/approachThe SERVQUAL Theory Framework is adapted to actualize the research aim. Moreover, a qualitative (in-depth interview) research approach was used to interview 60 students from 3 public universities in Nigeria. Purposive sampling technique was used to select the interviewees, and the interview data were analysed using thematic content analysis.FindingsThe findings identified the critical constraints that deter Nigerian students from reaping the full potential of smartphones for learning. The constraints are categorized into three groups which include telecommunication companies’ hiccups, such as high cost of internet, poor network services and coverage; government obstacles, such as high tax policies, insufficient electricity supply and lack of basic infrastructure; and university barriers, such as unavailability of Wi-Fi connection for students, lack of equipped university libraries and poor management.Originality/valueThus, a holistic Framework for Enhancing Students Smartphones Learning Ability was established to provide fundamental recommendations to the Nigerian Government, telecommunication companies in Nigeria and Nigerian universities to tackle the pressing issues hindering Nigerian students from using their smartphones for learning. This will enhance the smartphone learning experience of Nigerian students.

AN ANALYSIS OF THE PERFORMANCE OF THE AVIATION INDUSTRY IN INDONESIA: IN PANDEMIC PERIOD WITH SERVQUAL METHOD AND IMPORTANCE PERFORMANCE ANALYSIS

The aviation industry is one of the most globally affected industries by the COVID-19 pandemic. It employs millions of people and supports tens of millions of others, as well as being the nerve center of international business and tourism. The losses of aviation industry will extend to its branches industries. The determination of policies that are not in favor of the industry related to the Avtur VAT, disharmony between ministries has caused the impact of this covid-19 adding heavy burden in industry sector. High operational costs, aircraft leasing, maintenance and others will be higher if the exchange rate also increases. This study aims to determine the analysis of the performance of national aviation industry due to the Covid19 pandemic. The results of this study are expected to be used as input in formulating policies in order to increase economic value in the aviation industry. Method of research which was done, namely comparing literature reviews from journals that discussed airlines with the use of Servqual theory and applied the Importance Performance Analysis method, and the authors made the descriptive analysis. The results of the study showed that covid 19 had a significant impact on the aviation industry, and the results of the performance analysis suggested that in order to survive in Covid-19 condition, the government needed to involve to provide a stimulus to the aviation industry.

AN ANALYSIS OF THE PERFORMANCE OF THE AVIATION INDUSTRY IN INDONESIA: IN PANDEMIC PERIOD WITH SERVQUAL METHOD AND IMPORTANCE PERFORMANCE ANALYSIS

The aviation industry is one of the most globally affected industries by the COVID-19 pandemic. It employs millions of people and supports tens of millions of others, as well as being the nerve center of international business and tourism. The losses of aviation industry will extend to its branches industries. The determination of policies that are not in favor of the industry related to the Avtur VAT, disharmony between ministries has caused the impact of this covid-19 adding heavy burden in industry sector. High operational costs, aircraft leasing, maintenance and others will be higher if the exchange rate also increases. This study aims to determine the analysis of the performance of national aviation industry due to the Covid19 pandemic. The results of this study are expected to be used as input in formulating policies in order to increase economic value in the aviation industry. Method of research which was done, namely comparing literature reviews from journals that discussed airlines with the use of Servqual theory and applied the Importance Performance Analysis method, and the authors made the descriptive analysis. The results of the study showed that covid 19 had a significant impact on the aviation industry, and the results of the performance analysis suggested that in order to survive in Covid-19 condition, the government needed to involve to provide a stimulus to the aviation industry.

Green behavior in organic products: policies approach

Nowadays, consumption patterns based on green products are pretty popular and have become a choice for various social strata. The study of the factors that influence consumer decisions, including how satisfaction is creating, has been widely discussed in empirical research. There are two approaches to observing this phenomenon: the Servqual theory approach and the marketing mix approach. This study empirically examines how the marketing mix elements can contribute to customer satisfaction and loyalty in green products, especially organic vegetables, in the Yogyakarta region. We want to see from this phenomenon the most substantial element that contributes to customer satisfaction. The data collecting with a questionnaire that distributing with snowball sampling with 80 respondents selected; however, only 65 questionnaires can be processing due to missing and outlier data. With Moderated Regression Analysis, this study found that satisfaction is the quasi moderator in the relationship between marketing mix variables and customer loyalty and conclude that marketing mix elements cannot affect customer loyalty directly but must moderating by satisfaction. Post hoc analysis with policy review also enriched this result of the study and found the dearth of policies supporting the trading mechanism in organic products. This study recommends that the government prepare policies about certification scheme and organics trading mechanism favours farmers.

Effect of Policy and Employee Capacity on the Provision of Quality Service among Private Security Firms for Mitigating Crime in Nairobi County in Kenya

This study assessed effect of policy and employee capacity on the provision of quality service among private security firms for mitigating crime in Nairobi County in Kenya. The specific objectives were to explore how policy and employee capacity affect the provision of quality service among PSFs for mitigating crime in Nairobi County in Kenya. The study was guided by SERVQUAL theory. This study used descriptive survey design with structured questionnaires as the instrument for data collection. The study targeted top managers, assistant managers and the immediate supervisors in 55 Private security firms registered under KISIA in Nairobi County. A census was used to sample the respondents of the study. The study employed drop and pick method to administer the questionnaires to the respondents. The study also conducted a pilot study on 10 respondents’ to check for the reliability and validity of the research instrument. The respondents who partook in the pilot study were no included in the final study. The data was analyzed using SPSS version 21 to achieve the study results. Descriptive statistics was presented using; pie charts, frequency table, and graphs. Correlation and regression analysis results were presented using tables. Results of the study revealed that policy and employee capacity has a positive and significant influence on the provision of quality service for mitigating crime among the private security firms in in Nairobi County. The study established that the adoption of the right policies such as compliance with the KISIA regulations has a positive influence on the provision of quality security service by PSFS for mitigating crime in Nairobi County. The study also established that employee capacity positively and significantly influences the provision of quality security service for mitigating crime among PSFs in Nairobi County. The study recommends the Public Security Firms to ensure they comply with KISA regulations to allow for effective provision of standard quality of security. The study recommends the PSFs to put in place proper control structures to assess the suitability of their staff. PSFs should also adopt proper training methods with the current technical skills and knowledge, and interactive skills. Key Terms: Policy, Employee Capacity, Quality Service, Crime Mitigation, Private Security Firms DOI: 10.7176/PPAR/11-6-03 Publication date: July 31 st 2021

Police Reform Practices and Service Delivery in the Kenya Police Service at Machakos County Police Headquarters, Kenya

This study focused on Police Reforms Practices and Service Delivery in the Kenya Police Service at Machakos County Police Headquarters. Police reforms in Kenya as availed from literature indicate that the colonial government in 1950 made attempts on reforming the police force. The appointment of the National Task Force on Police Reforms arose mainly from the post-election violence in 2007-2008 where hundreds of Kenyans lost their lives, thousands of people were displaced and property destroyed. This is because the police officers used excessive force, they were not trained to handle the violence that erupted and they took political sides. In order to address these concerns, the study aimed at examining police reforms practices and service delivery at Machakos county headquarters. Service delivery is a component of business that defines the interaction between providers and clients. Good service delivery provides clients with an increase in value. A well-functioning public sector that delivers quality public services consistent with citizen preferences and that fosters private market-led growth. The specific objectives were to establish the effect of personnel reforms and service delivery, establish the effect of financial reforms on service delivery and to establish the effect of legal reforms and service delivery in the Kenya Police service at Machakos County Police Headquarters Kenya. The significance of the study is as it tackled and documented the effect of police reforms practices and service delivery. It highlights the effect of personnel reforms and service deliver, financial reforms and service delivery and the legal reforms and legal reforms and service deliver. The study was guided by the Resource Based Theory, Servqual theory and the New Public Management Model in analyzing the theoretical background. A descriptive survey research design was used. The study targeted a population of 110 senior police officers in the Kenya Police Service and adopted the census approach to obtain information from every member of the population. Primary data was collected using a semi structured questionnaire, while secondary data was collected through review of literature on police reforms. Pilot study was conducted to validate the questionnaire. Data collected was subjected to quantitative analysis and data was presented using tables, graphs and pie charts inferential statistics was used in the study including correlation and multiple regressions in order to determine the relationship between the independent and dependent variables. Statistical package for social sciences (SPSS) version 22 was used to aid the analysis of the data. The findings revealed that personnel reforms and service deliver, financial reforms and service delivery and legal reforms and service delivery influence service delivery in the Kenya Police Service to a great extent. The findings conclude that personnel reforms have a positive and significant influence on service delivery in the Kenya Police Service at Machakos County Police Headquarters in Kenya. The conclusion on financial reforms and Service delivery, legal reforms and service delivery and financial reforms and service delivery have a positive and significant influence on service delivery in the Kenya Police Service. The findings recommend that the Kenya Police Service at Machakos County Police Headquarters should implement the personnel reforms. The findings also recommend that the police service should give police access to improved salary, savings Sacco and increased allowances. The findings furthermore recommend that legal reforms be instated that will assist in conducting impartial investigations, inspections, audits and monitoring of the National Police Service to enhance professionalism and discipline of the Service.