Constructs of Quality Management and Organizational Performance of Nakuru Water Sanitation and Services Company in Nakuru County, Kenya

Abstract

This study investigated the constructs of quality management on organizational performance of Nakuru Water and 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 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 and 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. The results from the instrument was used to determine the reliability of the instrument based on Cronchbach’s alpha formula. The instrument was reliable because it achieved a coefficient of 0.876. 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 make improvement on 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 the 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.