Influence of Social Awareness Competencies on Internal Service Quality among County Employees in Kenya
Keywords:
Competencies, County employees, Emotional intelligence competencies, Internal service quality, Social awarenessAbstract
The purpose of this study was to determine the influence of social awareness competencies on internal service quality among county employees in Kenya. The study drew on three key theoretical perspectives; Emotional Intelligence Theory, Learning Organization Theory, and Quality Management Theory to shape its conceptual foundation and guide the analysis. It was conducted within a positivist philosophical framework and used an explanatory correlational research design. The target population consisted of 9165 employees drawn from the 47 counties in Kenya. The sample size was determined using Yamane’s formula through which
383 respondents were obtained. Data was collected using structured questionnaire achieving a response rate of 85%. A pilot study involving 40 county employees was conducted to test reliability of the research instrument. Cronbach’s Alpha values exceeding the 0.7 threshold for all constructs was obtained. Both descriptive and inferential statistical analyses were performed using SPSS version 26. Moderation effects were tested through stepwise regression modeling. The findings indicated that social awareness competencies had a significant correlation (r = 0.418, p < 0.01), and explained 17.5% of the variation (R² = 0.175, β = 0.483, t = 8.306, F = 68.996, p < 0.001) in internal service quality. The study concludes that the relationship between social awareness competencies and internal service quality is both positive and statistically significant. The study recommends that public institutions should promote empathy, organizational sensitivity, and inclusive communication through targeted interventions aimed at enhancing social awareness.
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