The impact of outsourcing strategy on service delivery in Nairobi city county
The purpose of this study is to establish the impact of outsourcing strategy on service delivery at Nairobi City County. The study employed descriptive research design for it portrays an accurate profile of situations. The study targeted all sectors of Nairobi City County and a census sampling method was conducted. The study used a semi structured questionnaire to collect primary data. Data analysis was done to establish whether or not outsourcing strategy affect service delivery. The responses were coded to facilitate statistical analysis by use of descriptive statistics which consisted of mean scores and standard deviations. Tables were used to present the data. The results indicate that correlation between performance and service delivery shows that there was a strong positive correlation, while a correlation between productivity and service delivery shows that there was a strong negative correlation. Similarly a correlation between customer satisfaction and service delivery show that there was a weak positive correlation and is significant at a= 5% and implies that the increase or decrease in independent variables would not significantly affect the beta of the firm. The increase in performance has a positive impact on the beta. The adjusted R2 is 41% and the value of F statistics observed is 3.789 which are higher than critical value of F- distribution of 1.92 but the model is significant.The study concluded that productivity Nairobi City County is based on its effectiveness and efficiency. This presents the ability of a service organization to fulfill its customers demand by doing the right things and ability to produce a specified output using as few input resources as possible by doing things right. It was concluded that customer satisfaction is typically the largest asset and the predominate source of revenue. As such, it is one of the greatest sources of risk to an organization’s safety and soundness. The study concluded that customer satisfaction shows how firms are committed to provide quality services to their customers that eventually increase customer loyalty. The researcher recommends that Nairobi City County should have a clear performance policy as possible. The managers should be educated on the importance of these policies since they significantly affect the service delivery of the Nairobi City County. The researcher further recommends that the Government should review most of the rules, regulations and by-laws some of which are outdated and affects the outsourcing and hence the service delivery of Nairobi City County.