Corporate Affairs And Service Delivery Of Organizations: A Case Of Kenya Railways, Nairobi City County, Kenya
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Date
2024-10
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Publisher
Kenyatta University
Abstract
Public trust in businesses has been shattered by the collapse of once-highflying enterprises, which affected tens of thousands of workers and investors and generated numerous concerns about corporate practices and trustworthiness. This study therefore seeks to investigate the efficacy of corporate affairs function on service delivery of organizations: A case of Kenya Railways. The study objectives were to; determine the effect of internal communications on the service delivery by Kenya Railways, assess the contribution of public relations campaigns on the service delivery by Kenya Railways, examine the influence of corporate social responsibility on the service delivery by Kenya Railways, and to determine the influence of crisis management on the service delivery by Kenya Railways, Nairobi County, Kenya. The study was based on stakeholder theory, relational theory and agency theory. A descriptive research design was adopted. The population targeted in this study was 324 respondents including staff at the corporate affairs division of Kenya Railways Corporation and premium clients. The sample size was 286 respondents. Stratified and simple random sampling was used. A questionnaire was the main instrument. A pilot study was conducted to assess the validity and reliability of the research instruments. Both qualitative and quantitative data were collected for this study, and both approaches to data analysis were employed. The quantitative data was analyzed using descriptive statistics, such as frequencies, percentages, means, and standard deviations, utilizing SPSS (Version 27.0). Inferential statistics were also performed through regression modeling. The findings from the quantitative analysis were presented primarily in tables. On the other hand, the qualitative data was evaluated using content analysis, aiming to identify recurring themes that align with the study’s objectives. These themes provided a deeper understanding of the qualitative data collected. The study findings indicated that there was a statistically significant positive correlation between internal affairs communications on service delivery (r=0.622, p<0.05); there was a statistically significant positive effect of public relations campaigns on service delivery of KRC (r=0.631; p<0.05); there was statistically significant positive effect of corporate social responsibility on service delivery of KRC (r=0.411; p<0.05) and that there was statistically significant positive effect of crisis management on service delivery of KRC (r=0.597; p<0.05). The study concluded that the internal affairs communications (for example, email, intranet, and meetings) are easily accessible and user-friendly; PR is designed to foster a mutually-beneficial relationship with a group of people affected by the firm operations; incorporating CSR principles into service delivery processes can also help mitigate certain risks associated with social or environmental issues and effectively handling crises can mitigate the negative impacts on both the organization’s reputation and its financial performance. The study recommends that Kenya Railways enhance its internal communication and public relations strategies to build stronger relationships with stakeholders and improve service delivery. Additionally, the integration of corporate social responsibility and effective crisis management practices should be prioritized to bolster the organization’s reputation and resilience in the face of challenges.
Description
A Research Project Submitted To School Of Law Arts And Social Sciences In Partial Fulfilment Of The Requirements For The Award Of Master Of Public Policy And Administration, Kenyatta University, October, 2024
Supervisors:
1.Jane Njoroge Gakenia