QUALITY MANAGEMENT SYSTEMS AND PERFORMANCE OF SELECTED WATER SERVICE PROVIDERS IN NAIROBI CITY COUNTY, KENYA
QUALITY MANAGEMENT SYSTEMS AND PERFORMANCE OF SELECTED WATER SERVICE PROVIDERS IN NAIROBI CITY COUNTY, KENYA
Muthoni Claire Waithera - Jomo Kenyatta University of Agriculture and Technology, Kenya
Odollo Lawrence - Jomo Kenyatta University of Agriculture and Technology, Kenya
ABSTRACT
The study on the influence of quality management systems on the performance of selected water service providers in Nairobi City County formulated four specific objectives. These included to determine the influence of relationship management, leadership, quality standards and process approach on the performance of selected water service providers. The current study was anchored on the following theories: commitment-trust theory, the path-goal leadership theory, Juran’s theory of Quality, and the Six Sigma Model. This study adopted descriptive study design, the target population for this study comprised the five water service providers in Nairobi City County, Kenya. The sample size for the study was 60 purposively targeted respondents from the selected five water service providers (WSPs) in Nairobi City County, Kenya. The study used questionnaires to collect primary data, while secondary data was collected by use of secondary data collection sheet and analyzed using SPSS software version 26.0 which comprised inferential and descriptive data analysis techniques. From the inferential and descriptive statistics, the study found that, found that, there was statistically significant relationship between customer relationship management and quality standards and the performance while leadership and process approach had statistically insignificant relationship with the performance of selected water service providers in Nairobi City County. Therefore, quality management systems influenced the performance of selected water service providers in Nairobi City County, Kenya through customer relationship management and quality standards and these findings were compatible with findings by Masinde & Simba (2017) and Agus et al (2020). Also, the study recommended a future quantitative study on the impact of leadership strategies on Nairobi Water.
