Innovation Strategies and Service Delivery in Safaricom Public Limited Company in Kenya
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2025-08
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Strategic Journals
Abstract
Efficiency in service delivery is defined as the experience that organisations have when the proper people, procedures, and technology are used in a way that produces favourable results and is beneficial to the company, therefore lowering operating costs. The purpose of this study was to assess innovation strategies and service delivery in Safaricom public limited company in Kenya. Descriptive research was the method of choice for this investigation. This study was conducted with the firm itself serving as the unit of analysis, and the 214 managers who have direct interface with Safaricom PLC across a variety of divisions were watched. Several strong and positive correlations were discovered between various aspects of Safaricom PLC's service delivery and innovation. These included product innovation, process innovation, market innovation, technological innovation, and service delivery overall. Positive and statistically significant relationships were observed for all of these variables. Findings indicate that innovative initiatives significantly improve Safaricom PLC's service performance. As long as Safaricom continues to prioritize product innovation and invest in it, the company is expected to continue on its current growth trajectory and reaffirm its commitment to delivering exceptional service. Research shows that process innovation has helped Safaricom succeed by increasing service quality, operational efficiency, and the firm's commitment to providing exceptional value to customers. Market innovation has proven to be a vital component of Safaricom's strategy, enhancing service delivery and reinforcing its commitment to providing value to customers across Kenya. The study recommends that Safaricom should develop more targeted marketing campaigns that cater to specific demographics and customer segments, ensuring that product offerings resonate with diverse customer needs.
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Kimuhu, T. W., & Gakobo, J. (2025). Innovation strategies and service delivery in Safaricom Public Limited Company in Kenya. The Strategic Journal of Business & Change Management, 13 (1), 15 – 32.