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Operations Modernization Strategies And Service Delivery Among Non-Commercial State Owned Ent Ities In Kenya

Author

Listed:
  • 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)

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.

Suggested Citation

  • Norbert Ouma Ondenge & Peterson Obara Magutu & Richard Nyaanga Ongeri, 2020. "Operations Modernization Strategies And Service Delivery Among Non-Commercial State Owned Ent Ities In Kenya," Noble International Journal of Social Sciences Research, Noble Academic Publsiher, vol. 5(5), pages 75-86, May.
    • Handle: RePEc:nap:nijssr:2020:p:75-86
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    References listed on IDEAS

    as
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