Analysis of The Role of Competitive Benchmarking on Service Delivery in Multinational Pharmaceutical Companies in Nairobi City County, Kenya
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Date
2021
Authors
Murerwa, Betty Mukiri
Kinyua, Godfrey Muigai
Journal Title
Journal ISSN
Volume Title
Publisher
International Journal of Managerial Studies and Research
Abstract
The study sought to investigate the role of competitive benchmarking on service delivery of
multinational pharmaceutical firms in Nairobi City County, Kenya. Market penetration and market growth
were the indicators used to measure competitive benchmarking, while the dependent variable service delivery
was measured by reliability, assurance, responsiveness and affordability. The study adopted the descriptive
research design. The population of the study was 128 employees in the senior and middle level managerial
positions in the pharmaceutical firms. Census technique was incorporated which allowed the inclusion of the
whole target population in the survey. Structured questionnaires were used as tool for primary data
collection. SPSS software was used in the analysis of quantitative data through the descriptive statistics.
Simple linear regression analysis was run to determine the level of association between the independent and
dependent variables. The analyzed data was presented in form of mean, standard deviation and coefficient of
variations. Findings from the analysis revealed that competitive benchmarking had a positive yet statistically
insignificant effect on service delivery of the multinational pharmaceutical firms in Nairobi City County,
Kenya. The study recommended for similar study to be conducted in different industry.
Description
A research article published in International Journal of Managerial Studies and Research (IJMSR)
Keywords
Competitive benchmarking and Service Delivery
Citation
Murerwa, B. M., & Kinyua, G. M. Analysis of The Role of Competitive Benchmarking on Service Delivery in Multinational Pharmaceutical Companies in Nairobi City County, Kenya.