Journal Articles (BE)

Strategic Customer Relationship Management and Service Delivery Within the National Police Service in Kenya. A Case of Lamu West Sub-County

2026-03-24T07:07:21Z

Strategic Customer Relationship Management and Service Delivery Within the National Police Service in Kenya. A Case of Lamu West Sub-County Maeke, Charles Kyalo; Oresi, Samwel; Oteki, Evans Biraori 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

Public Service Efficiency through AGPO Implementation Among Water Companies in Murang’a County, Kenya

2026-03-24T07:02:44Z

Public Service Efficiency through AGPO Implementation Among Water Companies in Murang’a County, Kenya Nungari, Naom; Oteki, Evans B; Juma, Richard Equitable access to government procurement opportunities (AGPO) is a strategic policy mechanism aimed at promoting inclusive participation and enhancing public service delivery. Despite nearly a decade of implementation, AGPO’s impact remains mixed with persistent challenges, including limited access to procurement information, low contract absorption rates, inadequate technical and financial capacity among beneficiary groups, and weak compliance by procuring entities. This study evaluated the effect of access to government procurement opportunities on the service delivery of water companies in Murang’a County. The investigation was guided by the Agency Theory, which emphasises the importance of effective delegation and accountability between procuring entities and suppliers in achieving optimal service outcomes. The study employed a descriptive survey design, targeting management staff across licensed water companies within Murang’a County. The population of this study consisted of 240 employees working in the procurement department and heads of the user department drawn from the five water companies in Murang’a County. Yamane’s formula was used to arrive at a sample size of 150 respondents. Data was gathered through questionnaires and analysed using regression analysis to determine the statistical relationship between access to procurement opportunities and service delivery outcomes. The regression results revealed that AGPO had a positive unstandardized coefficient of 0.472, with a corresponding pvalue of 0.000, which is far below the conventional threshold of 0.05, indicating that the relationship between AGPO and service delivery is both strong and statistically significant. Hence, the null hypothesis was rejected, leading to the conclusion that AGPO implementation significantly improves service delivery in water companies. The study recommends that county governments and oversight bodies intensify AGPO policy implementation by increasing transparency, minimising access barriers, and equipping staff with procurement inclusion skills. As a policy recommendation, the Water Services Regulatory Board (WASREB) and the Public Procurement Regulatory Authority (PPRA) should jointly develop AGPO compliance guidelines tailored to water service providers to promote equity, efficiency, and improved public service outcomes

Assessing the Impact of E-Sourcing Implementation on Tendering Procedures in Kenyan Public Universities

2026-03-24T06:56:19Z

Assessing the Impact of E-Sourcing Implementation on Tendering Procedures in Kenyan Public Universities Dika, Ali; Oteki,Evans Electronic sourcing is a digital procurement method that allows organizations to source goods and services through online platforms. This approach leverages digital tools to facilitate vendor selection, negotiation, bidding, and other procurement activities, promoting efficiency, transparency, and cost-effectiveness in the tendering process. Despite the advantages, many public organizations have been slow to adopt e-sourcing, particularly in countries like Kenya, where the digital infrastructure for e-sourcing is improving but not yet fully integrated across public sectors. The purpose of study was to establish the adoption elecronic sourcing (e-sourcing) and its effect on tendering process in public universities in Kenya. The study wsa grounded on Diffusion of Innovation Theory. The study employed descriptive research design that aimed to gather evidence through analysis in order to provide a description of the study population. The target population included 136 potential respondents from all 34 public chartered universities in Kenya targeting heads of procurement, heads of stores, heads of finance, and heads of ICT, who provided valuable insights based on their expert knowledge and experience in the application of electronic procurement systems. The study employed Slovin's formula to draw a sample size of 102 repondents. Primary data for the study was obtained through a structured questionnaire where 90 respondents completed them and returned for analysis. Data collected was scrutinized for consistency, accuracy, completeness, and uniformity in preparation for analysis. Data was coded and analyzed using the Statistical Package for Social Sciences (SPSS) for descriptive and inferential statistical and the findings were presented in tables. Results of the Model summary indicates R² value of 0.417 which means that approximately 41.7% of the variance in the effectiveness of the tendering process can be explained by e-sourcing. The results of regression, reveal that e-sourcing has a p-value = 0.000 and since the p- value is < 0.05, the null hypothesis was rejected. The study concluded that adoption of e-sourcing has statistically significant effect on tendering process in public universities in Kenya. Based on the regression analysis of e-sourcing and its effectiveness on the tendering process, the study recommendations that organizations should allocate resources to acquire and implement advanced e-sourcing platforms and tools because these technologies can streamline the procurement process, enhance supplier interactions, and lead to better pricing and quality.

INFLUENCE OF CREDIT RISK ON VALUE OF PRIVATE EQUITY FIRMS: AN EMPIRICAL SURVEY OF SAVINGS AND CREDIT COOPERATIVES IN KENYA

2026-03-23T13:47:23Z

INFLUENCE OF CREDIT RISK ON VALUE OF PRIVATE EQUITY FIRMS: AN EMPIRICAL SURVEY OF SAVINGS AND CREDIT COOPERATIVES IN KENYA Waitherero, Kariuki Florence; Wangari., Mwangi Grace The study sought to examine the influence of credit risk on the value of the firm among SACCOs in Kenya. Positivistic epistemological position was adopted in this study. The study adopted descriptive and causal research designs. The targeted population was 164 SACCOs licensed by Sacco Societies Regulatory Authority. A sample size of 115 respondents was selected using stratified random sampling technique. The study utilized secondary data obtained from organization’s published financial statements. Data was analysed using descriptive statistics while inferential data analysis was conducted using Pearson correlation coefficient and panel data regression model. The study results showed that value of the firm was negatively correlated with credit risk. The results further revealed that credit risk had an insignificant negative effect on value of the firm as shown by the coefficient of - 0.06402 and a P-value of 0.284. Since, credit risk had a negative effect on value of SACCOs, the study recommended that the management should control their credit risk by reducing non-performing loans. However, since the effect was not significant, the study recommended that the management should economically justify credit management efforts. The results of the study would assist SACCO management, ministry of Industry, Trade and Co-operatives and agencies such as Sacco Societies Regulatory Authority, investors as well as researchers and scholars.