Influence of Communication Strategy on Service Delivery in Water and Sewerage Companies in Mount Kenya Region, Kenya

Abstract

Change management has been found to affect service delivery. Effective communication is the efficient flow of information throughout an organisation to guarantee that the intended message is properly conveyed. The study adopted a descriptive survey research design. In this study, water and sewerage companies in Mt Kenya Region were the units of observation while their employees and their customers are the units of analysis. A sample of 384 respondents drawn from 28 companies was used. A semi structured questionnaire was used as the choice instrument for data collection. Descriptive and regression analysis were used to analyse data with the help of Statistical Package for Social Science. Data presentation was done through tables and figures. The study found a strong positive correlation (r=0.820) between the communication strategy and service delivery. Communication strategy was found to significantly (p <0.001) contribute to explaining the variance in service delivery. Communication strategy was also found to be a highly significant predictor of service delivery, with a positive coefficient of 0.774. The study concluded that communication strategy has a significant influence on service delivery in water and sewerage companies in Mount Kenya Region. Management of water and sewerage companies should therefore provide their managers with the necessary communication.