Electronic Compensation Management (E-CM) and Service Quality: The Interaction Role of Organization Factors

Abstract

Automating Human Resource (HR) tasks and practices is transforming the traditional paper-and-pencil, labor-intensive HR tasks, into efficient, fast-response activities that enable organizations to anticipate and break even. Even though the e-CM concept is widely used today, there is a missing link between the e-compensation management practices and service quality delivery in public universities in Western Region of Kenya. This study examined the influence of electronic compensation on service quality delivery. The study used mixed methods research design which included exploratory, correlational and survey research designs. The target population of this study comprised of 5,467 staff and student leaders drawn from the six (6) public universities. Accessible population comprised of 360 respondents drawn from teaching and administrative staffs. The study used structured questionnaire for data collection from the teaching and administrative staff; interview schedules for collecting data from HROs, while nominal group discussions were used on student leaders.The results indicated that electronic compensation had a significant positive influence on service quality delivery (íŸ = 0.0469; p < 0.05). On moderation, the results indicated that organizational factors had a negative significant effect on the relationship between electronic compensation and service quality delivery (íŸ = -0.101; p < 0.05). The study recommends that management of public universities in Kenya upgrade their commitment towards supporting implementation of e-compensation management practices; review policies so as to align them with the changing technological environment to realize better quality service delivery and also create supportive organizational environment to enhance use of e-compensation management.