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

the e-compensation system to make appropriate decisions in terms of salary bonuses and and Ramus compensation and reward management actualized many forms as packages to reward skills acquisition; 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 (ß = 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 (ß = -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. after two focus group interviews after factor analysis seven dropped and 28 items remained and five dimension of service quality were extracted as follows academic services, readiness and attentiveness, fairness and impartiality, tangibility and attitudes. Academic services concern the ability of the university to perform services dependably and accurately, and also the completeness of academic-support facilities. Readiness and attentiveness dimension is about the university willingness and attentiveness to help students, and provide prompt service at all times. Fairness and impartiality on the other hand concerns the ability of the university to implement democratic campus regulations and apply discipline to all members. Tangibility is about the appearance of the university based on complete and modern equipment, physical facilities and neatness of employees. General attitudes cover fairness of grading and courteous handling of student issues. This study used questionnaires, interview schedules and nominal group discussion schedules for data collection. A structured questionnaire with a five-point Likert scale was used to collect data from the teaching and administrative staffs. Structured questionnaire on a five point Likert scale measurement was used. Open-ended questions were used for instance, to clarify facts, verify information given or control a conversation (Gupta, 2002) and to capture participant’s views on the influence of e-training practice on service delivery in universities in Kenya. The questionnaire was divided into sections. Each section tackled an independent variable and dependent variable as listed in the conceptual framework.