Functional Strategies and Service Delivery in Public Water Service Providers in Nakuru County, Kenya
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Date
2024-05
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Kenyatta University
Abstract
Improving access to water supply and proper sanitation is key to poverty elimination
and achieving sustainable development goals. Yet, accessing water for many urban and
rural poor individuals remain very poor in Nakuru County. The challenge of
responsiveness, assurance, reliability, and empathy persists within public water service
providers in Nakuru County, Kenya. Residents often face difficulties in accessing
timely assistance, feeling assured of service quality, relying on consistent water supply,
and experiencing empathetic treatment from service providers posing significant
hurdles in meeting the community's water needs and fostering trust in the system. The
study sought to determine the effect of functional strategies on service delivery in public
water service providers in Nakuru County, Kenya. The study sought to determine the
effect of human resource management strategy, customer service management strategy,
financial management strategy and information communication technology strategy on
service delivery in public water service providers in Nakuru County, Kenya. The study
was informed by human capital theory, resource-based view theory, actor network
theory, diffusion innovation theory and Servqual Model. This study will use descriptive
and explanatory research designs with a target population of 117 respondentsfrom three
water service provider companies in Nakuru: Nawassco, Naivawassco, Naruwassco.
Since the study population is manageable, a census method will be used to have all the
117 targeted respondents. Primary data will be collected using questionnaires where
drop and pick method will be utilized. Content validity will be used to evaluate the
validity of the research instrument. Reliability will be tested through Cronbach’s alpha
of 0.7 will be adopted. Descriptive statistics will be computed. Multiple linear
regression will be used. Results will be presented in tables and graphs. Results showed
that respondents agreed that human resource management strategy, customer service
management strategy, financial management strategy and information communication
technology strategy influenced service delivery in public water service providers of
Nakuru County, Kenya. Regression analysis showed that human resource management
strategy influenced service delivery in public water service providers positively and
insignificantly. Further, customer service management strategy influenced service
delivery positively and significantly. Additionally, financial management strategy
influenced service delivery negatively and significantly while information
communication technology strategy influenced service delivery negatively and
insignificantly in public water service providers of Nakuru County, Kenya. The study
concluded that functional strategies’ variables studied are significant factors of service
delivery in public water service providers of Nakuru County, Kenya as they were found
to affect service delivery. The study recommends that for public water service providers
in Nakuru County, Kenya to have responsiveness, assurance, reliability and empathy,
there is need for transparency in the recruitment processes, enhancement of the service
structure, prioritizing financial management and automation of services to enhance
service delivery in the public water service providers
Description
A Research Project Submitted in Partial Fulfilment of the Requirements for the Award of Masters in Business Administration (Strategic Management Option), School of Business, Economics and Tourism, Kenyatta University. May, 2024
Supervisor
Dr. Anne Muchemi,
Department of Business Administration,
School of Business, Economics and Tourism
Kenyatta University