Influence of Human Resources Capacity on Quality Service Delivery at Comprehensive Care Centre in Kenyatta National Hospital

Quality and timely service delivery are always and should always be the focus of any organization. According to Mallon (2019), nine out of ten organizations failed to achieve proper service delivery objectives due to a lack of proper strategy implementation. Therefore, the aim of the current study is to examine the influence of human resource capacity on quality service delivery at the Comprehensive Care Centre in Kenyatta National Hospital. The study will be anchored on Competence Theory. The target population comprised of 9,408. While the sample size of 499 was calculated using the Yamane 1967 formula. Data were collected using a well-structured questionnaire. Data was analyzed using descriptive and inferential statistics. Results revealed that the model was statistically significant at p-value=0.001. The R2 value of 0.315 revealed that 31.5% (percent) of the variation in the quality-of-service delivery can be associated with Human resource capacity. Analysis of variance shows that the calculated F-value = 53.258 at P-value 0.000<0.05 with the critical value of F (1, 441) =3.346. Since the calculated value F (75.300) is greater than the critical value (3.86). The hypothesis that there is no statistically significant effect of human resource capacity on quality service delivery at the Comprehensive Care Centre in Kenyatta National Hospital is rejected. Further, the results revealed that a unit change in human resource capacity led to a 0.680 positive change in quality service delivery, given that other factors were held constant. Thus, there was a positive relationship between human resource capacity and quality service delivery. The study recommends that the hospital management should prioritize regular training and professional development programs for continuous staff capacity development.