Influence of Self-Management Competencies on Internal Service Quality  among County Employees in Kenya

The study sought to determine the influence of self-management competencies on internal service quality among county employees in Kenya. The study was grounded on three key theories; emotional intelligence theory, learning organization theory and quality management theory. This study adopted positivist philosophy and explanatory correlational design. The target population comprised 9,165 selected county employees working in public organizations across counties in Kenya, including County Executive staff, County Assembly Members, Directors, Sub-County Administrators, and County Public Service employees. This study employed purposive sampling to strategically select county employees who could provide the most relevant insights into the relationship between emotional intelligence competencies and internal service quality. The sample size was determined using Yamane’s formula to obtain 383 respondents. Data was collected using structured questionnaire from which a response rate of 85% was achieved. Data analysis was conducted using Statistical Package for the Social Sciences (SPSS) version 26, employing both descriptive and inferential statistical analyses. The findings indicated that self-management competencies had moderate positive correlation with significant regression effect in internal service quality. The study concludes that self-management competencies exert a significant positive influence on internal service quality among Kenyan county employees. Employees who effectively regulate their emotions, manage stress, remain adaptable, and maintain self-discipline are better positioned to deliver dependable and timely internal services. The study recommends that county governments should launch targeted self-management training programs emphasizing self-regulation, emotional control, adaptability, achievement orientation, and time management to enhance reliability, responsiveness, and collaboration in internal service delivery.