INFLUENCE OF INSTITUTIONAL FACTORS ON SERVICE DELIVERY IN WATER CORPORATIONS IN KENYA. A CASE OF KACUWASCO

Strategic Journal of Business & Change Management Pub Date : 2020-04-29 DOI:10.61426/sjbcm.v7i2.1618

Lilian Mute Hakonga, D. Juma

{"title":"INFLUENCE OF INSTITUTIONAL FACTORS ON SERVICE DELIVERY IN WATER CORPORATIONS IN KENYA. A CASE OF KACUWASCO","authors":"Lilian Mute Hakonga, D. Juma","doi":"10.61426/sjbcm.v7i2.1618","DOIUrl":null,"url":null,"abstract":"This study focused on institutional factors influencing service delivery at Kakamega county urban water and sanitation corporation. The theories underpinning the study were system theory, equity theory and contrast theory. The study utilized simple random sampling technique to select the sample. The target population was 178 from Kakamega county urban water and sanitation corporation employees which included top management, middle level and other employees. A sample size of 125 employeees were selected. The researcher administered 125 Structured questionnaires for data collection and received back 100 dully filled questionnaires representing 80% response rate. The study generated data from questionnaire and analyzed using Statistical Package for Social Science (SPSS) software and the findings presented using descriptive statistics such as frequencies and percentages. The study finally gave recommendation and areas for further studies. The study recommended that the corporation should sufficiently offer relevant training on management competency. Secondly the study recommended training programs plant machine uses and maintenance, the corporation to enhance its strict adherence to the budget in fund utilization as this would enhance appropriate revenue allocation and collection to meet the operational cost of the urban water and sanitation corporation. Lastly, the corporation should advance their training techniques with respect to the changing technology as service delivery should be highly supported by ICT infrastructures and make the interaction between the company and the clients be fast, convenient and reliable. Key Words: Management Competency, Asset Management, Financial Utilization, Information Technology, Service Delivery CITATION: Hakonga, M. L., & Juma, D. (2020). Influence of institutional factors on service delivery in water corporations in Kenya. A case of KACUWASCO. The Strategic Journal of Business & Change Management , 7(2), 150 – 166.","PeriodicalId":507470,"journal":{"name":"Strategic Journal of Business & Change Management","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2020-04-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Strategic Journal of Business & Change Management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.61426/sjbcm.v7i2.1618","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}

引用次数: 0

Abstract

This study focused on institutional factors influencing service delivery at Kakamega county urban water and sanitation corporation. The theories underpinning the study were system theory, equity theory and contrast theory. The study utilized simple random sampling technique to select the sample. The target population was 178 from Kakamega county urban water and sanitation corporation employees which included top management, middle level and other employees. A sample size of 125 employeees were selected. The researcher administered 125 Structured questionnaires for data collection and received back 100 dully filled questionnaires representing 80% response rate. The study generated data from questionnaire and analyzed using Statistical Package for Social Science (SPSS) software and the findings presented using descriptive statistics such as frequencies and percentages. The study finally gave recommendation and areas for further studies. The study recommended that the corporation should sufficiently offer relevant training on management competency. Secondly the study recommended training programs plant machine uses and maintenance, the corporation to enhance its strict adherence to the budget in fund utilization as this would enhance appropriate revenue allocation and collection to meet the operational cost of the urban water and sanitation corporation. Lastly, the corporation should advance their training techniques with respect to the changing technology as service delivery should be highly supported by ICT infrastructures and make the interaction between the company and the clients be fast, convenient and reliable. Key Words: Management Competency, Asset Management, Financial Utilization, Information Technology, Service Delivery CITATION: Hakonga, M. L., & Juma, D. (2020). Influence of institutional factors on service delivery in water corporations in Kenya. A case of KACUWASCO. The Strategic Journal of Business & Change Management , 7(2), 150 – 166.

查看原文本刊更多论文

机构因素对肯尼亚水务公司提供服务的影响。卡库瓦斯科案例

本研究的重点是影响卡卡梅加县城市供水与卫生公司提供服务的制度因素。研究的理论基础是系统理论、公平理论和对比理论。研究采用简单随机抽样技术选择样本。目标人群为 178 名来自卡卡梅加县城市供水与卫生公司的员工，其中包括高层管理人员、中层管理人员和其他员工。选取的样本量为 125 名员工。研究人员发放了 125 份结构化问卷进行数据收集，收回了 100 份填写完整的问卷，回收率为 80%。研究使用社会科学统计软件包（SPSS）对问卷中的数据进行了分析，并使用频率和百分比等描述性统计方法展示了研究结果。研究最后提出了进一步研究的建议和领域。研究建议公司应充分提供相关的管理能力培训。其次，研究建议开展工厂机器使用和维护方面的培训计划，公司应在资金使用方面严格遵守预算，因为这将促进适当的收入分配和收集，以满足城市供水和卫生公司的运营成本。最后，该公司应根据不断变化的技术提高培训技术，因为信息和通信技术基础设施应高度支持服务的提供，并使公司与客户之间的互动更加快速、便捷和可靠。关键字管理能力、资产管理、财务利用、信息技术、服务提供参考文献：Hakonga, M. L., & Juma, D. (2020).肯尼亚水务公司机构因素对服务交付的影响。KACUWASCO 案例。 The Strategic Journal of Business & Change Management , 7(2), 150 - 166.

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

Strategic Journal of Business & Change Management

自引率

0.00%

发文量