| dc.description.abstract | This study aimed at investigating the influence of customer service charter on service
delivery: A case of Nairobi City Water and Sewerage Company. The objectives guiding
this study were to establish the level of employee awareness on the customer service
charter and its influence on service delivery, to assess the level of employee adherence to
customer service charter commitment and its influence on service delivery and to
establish customer service charter implementation strategies and their effect on service
delivery in Nairobi City Water and Sewerage Company. Despite the adoption of the
customer service charter as a way of improving service standards, the performance of the
company has remained wanting. The only Customer perception survey carried out in
January 2011 after adoption of the customer service charter showed a satisfaction level of
66.6%, which was far much lower than the acceptable level of 80%.The population in
this study constituted 2700 employees and 284,845 customers. The study used stratified
random sampling to sample 336 employees within the Company’s six regional offices
and 384 customers within the six regions. A set of questionnaires with closed ended
questions was issued to the respondents in order to collect primary data for the study. The
respondents answered the questions on their own. Quantitative approach of data analysis
was used. Data was analyzed using frequencies, percentages, Pearson’s correlation and
linear regression statistics that were used to answer the research questions. The study
findings showed that all the three variables explained 86.2% of the service delivery at
Nairobi City Water And Sewerage Company. The study found out that in order to
improve service delivery at Nairobi City Water and Sewerage Company the key
determinants were customer service charter awareness amongst the staff and their
adherence to the customer service charter commitments. The study found out that there
was a weak positive correlation between awareness, staff adherence and Strategies. The
correlation was statistically significant. This study recommends that Nairobi City Water
and Sewerage Company conducts a refresher staff training on the service charter ,carries
out staff consultations on the items of the service charter that may require to be adjusted ,
makes copies of the service charter available to staff in order to promote the awareness of
the service charter amongst staff, adopts the culture of processes and procedures
improvement in order to improve on service charter deliverables and of continuously
improving the management information systems at the organization for it is a key
strategy in the implementation of the service charter. Based on the findings of the study,
the researcher recommends further studies in the area of influence of service charter
adoption on the service delivery in other companies. The study also recommends further
studies on influence of service charter adoption on staff motivation at Nairobi City Water
and Sewerage Company. | en_US |
