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Influence of Capacity Building in the Management Reform on Service Delivery at Nakuru Water and Sanitation Services Company (NAWASSCO)


Publication Date:

Authors : ;

Page : 06-34

Keywords : s: Capacity Building; Management Reform and Service Delivery;

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: Service delivery is the key issue in every business. The end result of each organization depends exclusively on the management of the resources. The management of water utilities has a rectifying effect to the water deficiency in most elements of the country. A significant reason behind poor access to water services in a geographic region is the inefficiencies of water utilities, particularly people who live in urban areas where they are totally dependent on a Water Service Provider. Water service is essential especially in urban area like Nakuru Town which is an emerging residential and industrial hub. The study sought to establish the influence of capacity building in the management reform on service delivery at Nakuru Water and Sanitation Services Company. An Ex-post facto research design was adopted for a sample of 223 clients and 113 staff of NAWASCO. Data was collected using semi-structured questionnaires. Data analysis was using Statistical Packages for Social Sciences (SPSS). The paper results yielded a correlation coefficient of r = (269) = 0.323, p = 0.000 <0.05 and regression coefficient of β = 0.266, p = 0.000 < 0.05. This implies that capacity building have significant influence on service delivery. The paper recommends that staff members should be adequately trained to build their capacity in the delivery of quality services.

Last modified: 2023-01-31 19:35:47