Constructs of Quality Management and Organizational Performance of Nakuru Water Sanitation and Services Company in Nakuru County, Keny
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Date
2021
Authors
Koskei, Benjamin K.
Murigi, Elishiba
Journal Title
Journal ISSN
Volume Title
Publisher
International Journal of Innovative Research and Advanced Studies
Abstract
This study investigated the constructs of quality management on organizational performance of Nakuru
Water & Sanitation Services Company in Nakuru County. The specific objectives of this study were: to determine
whether constructs of strategic planning, training, customer focus and continuous improvement have an influence on
organizational performance. The researcher carried out analytical review of relevant literature. The theoretical
foundation of this study was the Resource-based view theory and Institutional theory. To achieve the study objectives, the
study adopted descriptive survey research design. The target population was 220 employees from Nakuru Water &
Sanitation Services Company. Stratified sampling technique was used to select the sample size 142 respondents from all
the sections in the company. Semi-structured questionnaire was used as a data collection instrument. A pilot study was
conducted in a neighbouring county then the reliability of the instrument was determined through the use of
Cronchbach’s alpha formula and a coefficient of 0.876 was achieved. Expert judgment was used to test the validity of the
instrument. The data collected in the field was analyzed using descriptive and inferential statistics. Data was presented
using frequencies, percentages, tables multiple linear regressions and ANOVA. Null hypotheses was tested at α= 0.05.
The findings from this study revealed that strategic planning, training, customer focus and continuous improvement
significantly influenced organizational performance. The NAWASSCO should build upon the weaknesses and strengths
of its strategic planning by becoming more effective and efficient. The company should carry out training and career
development programs to ensure capacity building and successful business operation. NAWASSCO should also ensure
that employees are always upto task in terms of service delivery to its customers. It should constantly and continuously
improve their products, services, and processes to remain efficient, productive and competitive. It is hoped that the study
may help to develop greater insights into the constructs of quality management for the purpose of improving the
organizational performance in NAWASSCO.
Description
An Article Published in International Journal of Innovative Research and Advanced Studies (IJIRAS)
Keywords
Constructs of Quality Management, Organizational Performance