Influence of Stakeholder Engagement on Service Delivery in Nairobi City Water and Sewerage Company (NCWSC), Kenya

Kidula Margaret and Njuguna Reuben
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Kidula Margaret: Department of Business Administration, School of Business, Kenyatta University, Kenya
Njuguna Reuben: Lecturer, Department of Business Administration, Kenyatta University, Kenya

International Journal of Research and Innovation in Social Science, 2025, vol. 9, issue 4, 3319-3328

Abstract: Access to reliable water services remains a challenge in many urban areas, including Nairobi, despite existing regulatory frameworks and strategic plans. This study examined the influence of stakeholder engagement on service delivery at Nairobi City Water and Sewerage Company (NCWSC), focusing on stakeholder consultation, feedback, and participation in strategic planning. Grounded in Stakeholder Theory, the study employed a descriptive research design, targeting 524 NCWSC employees, with a sample of 113 selected through stratified random sampling. Data were collected using structured questionnaires and analyzed using descriptive and inferential statistics. Descriptive findings revealed moderate satisfaction with stakeholder consultation (mean = 3.65) and strategic participation (mean = 3.45) but lower satisfaction with feedback mechanisms (mean = 3.21). Pearson correlation analysis showed strong positive relationships between stakeholder consultation (r = 0.762, p 0.05), indicating room for improvement. The study concluded that enhancing stakeholder engagement improved service efficiency, accountability, and customer satisfaction. It recommended increasing consultation frequency, strengthening feedback channels, and promoting inclusive participation in strategic planning. Future research could explore digital engagement tools and comparative analyses of stakeholder engagement practices in other urban water utilities.

Date: 2025
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