DOES COMPETITIVE FLEXIBILITY AFFECT SERVICE DELIVERY? EMPIRICAL EVIDENCE FROM THE COUNTY GOVERNMENT OF NYERI, KENYA
DOES COMPETITIVE FLEXIBILITY AFFECT SERVICE DELIVERY? EMPIRICAL EVIDENCE FROM THE COUNTY GOVERNMENT OF NYERI, KENYA
Timna Wanjiku Karanja - MBA. Candidate, School of Business, Economics and Tourism, Kenyatta University, Kenya
Godfrey Kinyua (PhD) - Senior Lecturer, School of Business, Economics and Tourism, Kenyatta University, Kenya
ABSTRACT
In Kenya, County governments in play a pivotal role in promoting local development, improving citizen welfare and ensuring effective and sustainable service delivery. However, many counties have continued to face persistent challenges, including inefficiencies in project implementation, inadequate innovation, slow adoption of new technologies and limited responsiveness to changing citizen needs. The study sought to determine the effect of competitive flexibility on service delivery in the County Governments of Nyeri in Kenya. The study was anchored on the dynamic capabilities theory and the new public management theory. Descriptive and explanatory research designs were employed. The target population comprised management staff from selected departments across of Nyeri County governments. Stratified random sampling was used to select a representative sample of respondents. A semi-structured questionnaire was used to collect primary data. The validity of the questionnaire was assessed through face, construct and content validity, while its reliability was confirmed using Cronbach’s alpha coefficient, with a threshold of 0.7. Data analysis involved both descriptive and inferential statistics. The study revealed that competitive flexibility had a positive and significant effect on service delivery (β=1.269, P<0.05). The study concluded that competitive flexibility is a major determinant of effective service delivery in Nyeri County and that enhancing competitive flexibility through market adaptation, innovation and public expectations to emerging needs can substantially improve the service efficiency, service quality and service accessibility in the County Government of Nyeri.
