INFLUENCE OF CUSTOMER CARE SYSTEM ON SERVICE DELIVERY IN COUNTY GOVERNMENTS IN KENYA

Abstract

The changing global business environment has also dramatically transformed the way public sector organizations operate. Consequently, new opportunities have emerged following elimination of old constraints. Central to devolved functions in County Governments delivery is the level of expectation of citizens. Citizens expectations transcend economic status, methods of service delivery, funding methods and geographical boundaries. The objective of this study was to investigate the influence of customer care System on service delivery in County Governments in Kenya. The study was anchored on the administrative management theory of Henri Fayol. This study adopted mix method referred to as concurred-explanatory design. A sample of 431 respondents was selected by first clustering them into respective counties, stratified into departments from which purposive sampling was done to select respondents with the required information for the study. Data was collected using questionnaires that were structured according to the 5 Likert scale. The data was analyzed using descriptive statistics with results displayed using figures and tables. Inferential statistics namely correlation and Chi-Square were used to test the validity of the study hypothesis at 5 % levels of significance. The Karl Pearson Correlation coefficients was found to be r (398) = 0.584, p-value=0.000. The Pearson Chi-Square was χ 2 (16, N=398) = 129.78 , p=0.000< 0.05. This revealed that there is a strong positive influence of customer care System on service delivery that is significant at 5% levels of significant. Customer service systems in the county governments should be established so as to enhance personal relationships, reduce misunderstanding and conflicts, strengthen cooperation, reduce time taken to respond to customers’ requests and foster understanding. Key Words: Devolved system of Governance, Customer Care System, Service Delivery. CITATION: Kimilu, J. M., Mwenja, D., Kiambati, K., & Mbugua, L. (2020). Influence of customer care system on service delivery in county governments in Kenya. The Strategic Journal of Business & Change Management , 7(1), 827 – 833.