Impact of Human Resource Quality and Motivation on Service Delivery in Ghana’s Local Government

Abstract

Orientation: The quality of service (QOS) delivery within Ghana’s Local Government Service plays a crucial role in the country’s socio-economic development.

Research purpose: This study investigates how human resource quality (HRQ) and employee public service (EPS) motivation affect the QOS delivery in Ghana’s Local Government Service, to identify actionable insights to enhance efficiency and effectiveness in the sector.

Motivation for the study: Ghana’s Local Government Service has faced challenges in delivering effective public services because of resource constraints and workforce-related issues.

Research approach/design and method: This study utilised a cross-sectional survey design, sampling 781 employees from the Local Government Service in Ghana. Data were analysed using descriptive and inferential statistics, including correlation and regression analyses, to assess the relationships among the variables.

Main findings: Human Resource Quality significantly predicts QOS (β = 0.6535, p < 0.001), indicating the critical role of Human Resource (HR) quality in enhancing service delivery. However, EPS did not significantly predict QOS (β = 0.0234, p > 0.05) and did not moderate the relationship between HRQ and QOS, suggesting that motivation alone does not substantially impact service quality perceptions in this setting.

Practical/managerial implications: Local Government Service should prioritise HR development through training and structured recruitment practices to improve service quality.

Contribution/value-add: This study demonstrated that HR quality is a valuable asset for service delivery. It offers a practical model for enhancing service delivery through a combined focus on skill acquisition and employee support.