Total Quality Management Initiatives and Service Delivery in Non-Governmental Organizations in Garissa County, Kenya
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Date
2025-10
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Kenyatta University
Abstract
Non-governmental organizations in Garissa County, Kenya, face multifaceted challenges in delivering services effectively and efficiently to their beneficiaries. Despite the growing emphasis on Total Quality Management as a means to enhance organizational performance and service delivery, there exists a dearth of empirical research investigating its influence within the Non-Governmental Organizations sector specifically in this region. Consequently, understanding the precise nature of these challenges and the extent to which Total Quality Management initiatives influence service delivery in Garissa County Non-Governmental Organizations is crucial for devising informed strategies to address them. The general objective of this study was to investigate the influence of total quality management initiatives and service delivery in NGOs in Garissa County, Kenya. The specific objectives were to ascertain the influence of leadership, customer focus, technology and staff training on service delivery in non-governmental organizations in Garissa County, Kenya. The research was dictated by the resource-based view theory, leadership contingency theory and human capital theory. The study was done through a descriptive research design. The target audience under research was 100 employees working with NGOs in Garissa County, Kenya. The study's sample size was determined through census where all the 100 employees were involved in the study. A semi-structured questionnaire was utilized in data gathering. A total of 10 people— being staff from NGOs in Wajir County which is adjacent to Garissa County were involved in the pilot study. Content validity, construct validity, and criteria validity were employed to gauge validity. Quantitative data was evaluated utilizing descriptive statistics such as means and standard deviation. Inferential statistics was analyzed using correlation analysis and multiple regression. The results were presented using frequency tables. The findings showed that total quality management elements of leadership, customer focus, technology and employee training positively influence service delivery in the NGOs in Garissa County. Multiple correlation analysis suggested that a positive and significant correlation between leadership, customer focus, technology and employee training and service delivery. The study concluded that leadership, customer focus, technology and employee training are important elements that influence service delivery by NGOs in Garissa County. The study recommended strengthening leadership, enhancing customer focus, establishing robust technology and increasing employee training as a way of further enhancing service delivery by NGOs in Garissa County. The study's beneficiaries include the local population, sponsors, employees of non-governmental organizations, and recipients of their services.
Description
A Research Project Submitted to the School of Business, Economics and Tourism in Partial Fulfilment of the Requirements for the Award of the Degree of Master of Business Administration (Strategic Management) of Kenyatta University, October 2025.
Supervisor
1. Dr. Hannah Bula