To investigate the factors affecting service delivery to farmers at KTDA Nyamache tea factory in Kisii County
Machuki, M. Ibrahim
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This study intended to investigate the factors affecting service delivery to farmers at KTDA Nyamache Tea Factory of Kisii County. Service delivery is an important issue for organizational survival as customers' satisfaction has been linked to business performance and profitability (Nelson, 2003). The study focused on small-scale tea sub-sector because of the critical role it plays in the socio-economic development of Kenya which is an agricultural oriented economy. It was equally important to focus on the tea sector's service delivery owing to the fact that many people depend on small-scale tea farming for survival. The research problem was that, despite the enormous contribution of the sector to the economy, the service delivery to farmers have remained poor even after the 1999 tea sector reforms outlined in Sessional Paper No.2. of 1999. The farmers' dissatisfaction and discontent is evident in the emergency of a parallel system where small-scale tea farmers in Nyamache area sold tea leaves to brokers of multinational companies from Kericho and Bomet Counties. Some have neglected their tea farms and others threaten to uproot tea bushes in favour of other cash crops. It was therefore critical to address the factors affecting service delivery to farmers in the area. The study consisted of dependent variable which represents service delivery to farmers and independent variables which represent the factors affecting service delivery in the sector. The research study was carried out using descriptive research design. In order to meet the study objectives, both primary and secondary data were collected. To obtain information from respondents a questionnaire was used. The population for the study was the 210 employees of Nyamache Tea Factory. The, sample was selected by simple random sampling method. Data collected was coded and analysed using statistical package for social sciences (SPSS). Descriptive statistics was used to analyse the data in terms of frequency tables, histograms, graphs, pie charts and percentages. The data analysis generated findings which established that training in core areas of responsibility, use of ICT, work tools and equipments and compliance to service delivery guidelines were casual factors for service delivery to farmers in the area.