Top Management Support and Quality Service Delivery by the Nairobi City County Government, Kenya
King’oo, Peninah Mwikali
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Organizations have realized the importance of providing quality services to customers. The public service is charged with the responsibility of providing quality services however; this might be difficult to achieve due to a number of reasons for example poor leadership, corruption, organizational structure and lack of a clear strategic plan. Studies done in relation to strategic change have focused on factors and challenges that affect strategy implementation. Little focus has been laid on strategic change management practices and quality services in the public sector in Kenya. The objective of this study is to determine the influence of strategic change management practices on quality services at Nairobi City County Government in Kenya. The study titled, “Top management support and delivery of Quality Services by Nairobi City County Government in Kenya” seeks to achieve the following specific objectives; to determine the influence of top management support in the delivery of quality services at Nairobi City County Government, to establish the effect of organizational structure in the delivery of quality services at Nairobi City County Government and to examine the effect of provision of facilities and resources in the delivery of quality services at Nairobi City County Government. The study has also discussed the theories that anchor the relationship between strategic change management practices and quality services. These theories include: Kurt Lewin Change Model, Lippitt’s Phases of Change theory and Social Cognitive Theory. Empirical review has been described to bring out more understanding on the study variables which are strategic change management practices and quality services. The study has also explained the strategic change management practices, the conceptual framework and a summary of the literature review. For the purposes of this study, the researcher used a descriptive research design. The researcher used primary data that was collected using self-administered questionnaire; the respondents for this study were the target population of 200 employees of the Nairobi City County Government who included: Directors, Deputy Directors, Chief Officers, Revenue Collectors and Clerks. A stratified sampling technique was used in selecting the respondents from the various sectors of NCCG. The minimum sample for this study was 61 respondents. It was arrived by taking 30% of the target population. Quantitative data collected was analyzed by the use of descriptive statistics using SPSS and presented through percentages, means, standard deviations and frequencies.The study concluded that NCCG has hierarchical organizational structure that makes it easier for decision making, management and efficient functioning of the organization leading to performance satisfaction.