The Impact of Organizational Culture on Service Delivery. Mediation Role of Leadership: A Case Study of Ghana Police Service.

Abstract

The effective delivery of services in the public sector is influenced by various factors, with organizational culture and leadership playing pivotal roles. This study investigates the impact of organizational culture on service delivery in the Ghana Police Service, focusing on the mediation role of leadership. The aim is to explore how a positive organizational culture, characterized by shared values, collaboration, and employee empowerment, influences service delivery outcomes and the extent to which leadership practices mediate this relationship. Using a mixed-methods approach, data was collected from 160 employees within the Ghana Police Service through a structured questionnaire. The research method involved quantitative analysis, including descriptive statistics, regression analysis, and mediation analysis based on Baron and Kenny's approach. The findings reveal that a positive and values-driven organizational culture significantly influences service delivery outcomes within the Ghana Police Service. Employees' shared values, collaboration, and commitment to organizational goals play a critical role in enhancing service delivery effectiveness. Moreover, leadership practices were identified as a significant mediator in the relationship between organizational culture and service delivery. Effective leadership, including inspiring and motivating employees, coaching and mentoring, and empowering them to take ownership of their roles, amplifies the impact of a positive organizational culture on service delivery outcomes. the study highlights the interdependence of organizational culture, leadership practices, and service delivery outcomes in the public sector context. By fostering a conducive and supportive organizational culture, public sector organizations can positively influence service delivery effectiveness and build trust with the public.