Analysis of The Role of Competitive Benchmarking on Service Delivery in Multinational Pharmaceutical Companies in Nairobi City County, Kenya

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.