Influence of Change Management Strategies on Service Delivery Among Logistics Firms in Nairobi County, Kenya

Abstract

The management of strategic change undertaken by companies improves service delivery quality and impact. In order to minimize environmental change, institutions continue to restructure their methods. Organizations want to maintain their strategy and structure because they are resistant to change. Organizational transformation finds better options to use skills and resource to boost the company's productive capacity and increase stakeholder return. The study's overall goal was to determine the impact of change management methods on service delivery in Nairobi County, Kenya, for logistics companies. Porter's theory and the Service Quality Theory were used in this research.. Cross-sectional design was adopted in this study. This research focused on 100 logistics companies in Nairobi. The survey's intended audience consisted of company presidents and CEOs. Multiple linear regressions and correlation analyses were used to conduct a thorough evaluation. According to the findings, logistics companies have adopted a significant amount of diversification and innovation strategy but only a small amount of differentiation and focus strategy. The research found a link between service delivery and change management practices. There is a strong correlation between change management tactics and the quality of service, hence the study model used is important. According to the findings of the research, the firm should have policies and processes that encourage significant employee involvement, comprehension, and dedication to the company's vision, purpose, and goals.