The determinants of service delivery in organizations within the energy sector in Kenya: case of Kenya Power and Lighting Company
Misango, P. E.
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Delivery of quality customer service in public organizations is the main objective of most democratic Governments; profit oriented organizations appreciate the fact that the customer is the most important person to their business strategy. Studies indicate that the level of organizational service delivery is mainly determined by performance contracting (PC), improved customer focus, internal systems and need for growth through profitability. Due to poor performance of public organizations, the Government of Kenya established PC in these organizations so as to enhance service delivery to the public through its Policy Paper on Economic Recovery Strategy (ERS) for Wealth and Employment Creation (2003 - 2007). The ERS led to adoption of PC by Government departments, ministries and institutions including colleges and universities who envisaged efficient service delivery as a basic necessity for their development. However the concept of quality service delivery has not achieved much in public organizations as seen in the private sector. It is on this premises that the study was carried out to investigate the determinants of quality service delivery in consideration of PC, Customer focus, internal systems/processes and need for growth in the public sector. The study's broad objective was to investigate the determinants of quality service delivery by KPLC. A descriptive research was conducted targeting 118 KPLC's management team from whom a sample size of 60 members was randomly selected and administered with a structured open ended questionnaire for primary data collection. Secondary data was obtained from published literature, KPLC's and Government publications. Data collected was analyzed using Microsoft excel software and then presented using frequency tables, pie charts, percentages and bar charts. The study established that a well defined customer focus strategy with an enhanced feedback mechanism and complains recording through call centers greatly improves the quality of service delivery. The study recommended that in order to enhance profitability and efficiency in service delivery to its customers; KPLC's operations should be continuously re-engineered in line with new developments in ICT, new innovations, operational capacity building and automated processes.