OPERATIONS MODERNIZATION STRATEGIES AND SERVICE DELIVERY AMONG NON-COMMERCIAL STATE OWNED ENT ITIES IN KENYA

Norbert Ouma Ondenge, Peterson Obara Magutu and Richard Nyaanga Ongeri
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Norbert Ouma Ondenge: Postgraduate Student, Department of Management Science, University of Nairobi, Nairobi, Kenya
Peterson Obara Magutu: Senior Lecturer, Department of Management Science, University of Nairobi, Nairobi, Kenya
Richard Nyaanga Ongeri: Postgraduate Student, Department of Management Science, University of Nairobi, Nairobi, Kenya

Noble International Journal of Social Sciences Research, 2020, vol. 5, issue 5, 75-86

Abstract: Purpose: Modern and robust operations modernization strategies are required to turn around or improve the efficiency of such non-commercial state owned entities. The study therefore aims to fill the gap by establishing the modernization strategies commonly used by non-commercial state owned entities in Kenya. Design/Research method: In conducting this study, descriptive design was adopted. The study relied on both primary and secondary data. Data analysis used both inferential and descriptive statistics. Finding: In order to achieve excellence in service delivery, the firms need to adopt strategies on operations modernization. From the research findings in this study, there is a positive relationship between the operations modernization strategies and the service delivery. Limitation: The study was able to establish the impact of such studies on the service delivery but there could be other factors such as legislation, political interference and funding constraints that would impact service delivery which need to be studied together with the identified operations modernization strategies. Implication: Improved service delivery measured by the customer satisfaction and the reduced number of customer complaints show could among other factors be influenced by modernization of operations.

Keywords: Operations Modernization; Service Delivery; Non-Commercial State Owned Entities; Kenya (search for similar items in EconPapers)
Date: 2020
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