| dc.description.abstract | This study examined the effect of strategic customer relationship management (CRM) on
service delivery within the National Police Service (NPS) in Kenya, focusing on Lamu West
Sub-County. The study investigated two key components of CRM: Customer experience
management and Customer satisfaction monitoring. The study is grounded on Stakeholder
Theory, and the study employed a descriptive design with a target population of 400 police
officers in Lamu West Sub-County, from which a sample of 200 was drawn using Slovin's
formula and proportionate stratified random sampling. Data analysis involved descriptive
statistics and regression analysis. The findings revealed that customer experience management
(β = 0.198, p = 0.003) and customer satisfaction monitoring (β = 0.274, p < 0.001) had a
positive and significant influence on service delivery at the National Police Service in Kenya.
The study concludes that CRM practices significantly influence service delivery within the
NPS, with complaint handling being particularly impactful. Recommendations include
improving customer experience within the NPS requires a shift toward citizen-centric policing.
Officers should be trained in soft skills such as courtesy, active listening, and cultural
sensitivity. The NPS should adopt structured tools such as periodic surveys, Net Promoter
Scores (NPS), and service rating kiosks to measure public satisfaction. Data should be
disaggregated by region, service type, and demographic to identify trends and disparities. These
findings contribute to both theoretical understanding and practical applications of CRM in
public sector organizations, particularly law enforcement, offering insights for enhancing
police-community relations and improving service quality | en_US |
