Customer Service Management Strategy and Service Delivery in Public Water Service Providers in Nakuru County, Kenya

Abstract

Service quality means the degree to which a service meets or exceeds the expectations of its customers especially the public water service providers which helps to improve the image of the organization. Improving access to water supply and proper sanitation is key to poverty elimination and achieving sustainable development goals. Yet, accessing water for many urban and rural poor individuals remain very poor in Nakuru County. The study sought to determine the effect of customer service management strategy on service delivery in public water service providers in Nakuru County, Kenya. The study was informed by Actor Network Theory. This study used explanatory research design and targeted population of 117 respondents from Nawassco, Naivawassco, Naruwassco water service provider companies in Nakuru. A census method was used to get the respondents. Primary data was collected using questionnaires where drop and pick method will be utilized. Results showed that respondents agreed that customer service management strategy influenced service delivery in public water service providers of Nakuru County, Kenya. Regression analysis showed that customer service management strategy influenced service delivery positively and significantly. The study concluded that customer service management strategy in public water service providers is crucial for ensuring customer satisfaction, managing reputation, maintaining service quality and reliability, efficient complaint handling, community engagement, continuous improvement, and regulatory compliance and recommended enhancement of the service structure in the public water service providers since by implementing an effective service structure, organizations can optimize their customer service operations, drive customer loyalty, and achieve competitiveness in the market.