Corporate Reputation Strategies and Service Delivery in National Police Service in Nairobi, Kenya

Abstract

The research evaluated the nexus between corporate reputation strategies and service delivery in the National Police Service (NPS) in Nairobi County, Kenya. The research focused on the influence of corporate social responsibility, community policing, crisis communication and corporate branding on service delivery in NPS in Nairobi County. The research was supported by stakeholder, Aarkers brand equity, SERVQUAL model and situational crisis communication theories. Ex post facto research design was utilised to source and analyse data needed. The study targeted 3000 police officers distributed among fourteen (14) police stations in Nairobi County. The police stations were the unit of analysis while the police officers in each station formed the unit of observation. The sample size was 143 police officers selected based on stratified random sampling was adopted to pick the unit of observation where police officers in the stations were grouped into departments within the police stations; customer care, complaints, internal affairs, community policing, traffic and criminal investigation based on stratified random sampling. Data was sourced using structured questionnaires and analysed based on Statistical Package for Social Sciences. Multivariate regression model was employed to evaluate the strength of the nexus between service delivery and corporate reputational strategies in NPS. Corporate social responsibility had a direct but not significant influence on service delivery. The effect of community policing on service delivery was positive and significant. Crisis communication had a positive and significant effect on service. Finally, corporate branding had a positive and significant effect on service delivery. The study concluded that corporate reputational strategies had a major influence on service delivery in NPS in Nairobi County, Kenya. The study recommends that those in charge of police units should encourage staff to take part in corporate social responsibilities, to allocate budgets and have staff participate in community policing activities, put in place crisis communication strategy and associated tools and to continue implementing branding activities at the NPS to improve its image. Such would aid in improving the image of the NPS in the eyes of the public and enhance service delivery to the population needing police services in Nairobi County, Kenya.