Journal of Strategic Management

Stakeholder Engagement and Service Delivery in the National Police Service Commission, Nairobi City County, Kenya

2025-11-20T09:05:10+00:00

This paper examines the implications of stakeholder engagement on service delivery in the National Police Service Commission (NPSC), Nairobi City County, Kenya. The NPSC is mandated with recruitment, promotions, welfare management, and disciplinary processes of police officers. This mandate directly influences public trust and service delivery outcomes. Despite this critical role, the NPSC continues to face persistent challenges in engaging stakeholders effectively, thereby leading to inefficiencies, delays, and diminished public trust. This study investigates the implications of stakeholder engagement on service delivery in the NPSC, Nairobi City County, Kenya. A mixed-methods design was employed, targeting NPSC civilian staff, police officers of varying ranks, and community representatives. The target population comprised NPSC staff, police officers of various ranks, and community representatives. Data were collected through structured questionnaires and analyzed using descriptive and inferential statistics. The statistical analysis revealed that stakeholder engagement had a strong positive and statistically significant relationship with service delivery outcomes at the NPSC (r = 0.612, p < 0.001; β = 0.461, p < 0.05). This indicates that enhanced stakeholder participation directly improves transparency, accountability, and responsiveness in service delivery. These findings are consistent with Kaito and Njoroge (2023) and Biwott and Nyamwanya (2023), who found that inclusive engagement mechanisms significantly strengthen public trust and institutional performance in policing organizations. The study concludes that deepening stakeholder engagement is central to strengthening public trust in police oversight institutions. The study’s recommendations emphasize the need for more robust participatory mechanisms, while suggesting further research on technology-enabled stakeholder engagement practices.

The Role of Leadership Styles in Shaping Service Delivery Within Kenya’s Lamu Administration Police

2025-11-24T14:01:48+00:00

This study examines the influence of leadership styles on service delivery within the Lamu Administration Police, Kenya. The research investigated how transformational and autocratic leadership approaches affect key service delivery outcomes in a region characterized by unique security challenges due to its proximity to the Somali border and expansive Boni Forest. Using a cross-sectional descriptive research design, the study surveyed 170 police officers across various ranks (constables to chief inspectors) to assess leadership perceptions and their impact on service delivery metrics. The findings reveal significant relationships between leadership styles and service delivery effectiveness. Regression analysis demonstrated that transformational leadership (β = 0.392, p < 0.001) had the strongest positive effect on service delivery, characterized by its ability to inspire officers, encourage innovation, model ethical behavior, and enhance community engagement. Conversely, autocratic leadership (β=-0.214, p<0.001) negatively affected service delivery due to its rigid, centralized approach that hindered innovation and flexibility. The research highlights that effective service delivery in Lamu's policing context depends significantly on leadership that balances structure with inspiration and autonomy with guidance. Based on these findings, the study supports implementing leadership training programs to develop skills like motivation and innovation among officers. Further, the study suggests reducing reliance on top-down methods by promoting participatory decision-making.

Effect of Strategy Implementation on Performance of Hardware Business Enterprises in Nakuru City

2025-10-16T14:45:55+00:00

This study aimed to analyze the effect of strategy implementation on the performance of hardware business enterprises in Nakuru City. This study employed an explanatory research design to investigate the relationship between strategic intent, formulation, implementation, evaluation, and performance in hardware businesses. The target population consisted of 52 licensed hardware stores in Nakuru City, with managers or proprietors serving as the units of analysis. Since the population was small (N = 52), a census approach was used to include all respondents. Data was collected using structured questionnaires, and analysis involved descriptive statistics, Pearson’s correlation, and regression with the aid of SPSS. The findings show that strategy implementation has t a strong influence on the performance of hardware businesses in Nakuru City. Firms with adequate resources, supportive cultures, clear structures, and reliable systems achieved more consistent execution, better coordination, and improved results. Strategy implementation, therefore, stands out as a critical pillar of performance, transforming plans into measurable outcomes. It was concluded that firms with adequate resources, inclusive cultures, clear structures, and reliable systems are better equipped to implement strategies effectively. Implementation was found to be the key link that transforms plans into outcomes, with strong alignment of people, processes, and structures enhancing speed, quality, and consistency. Well-coordinated execution mechanisms improve efficiency, goal achievement, competitiveness, and adaptability. It is recommended that managers of hardware businesses in Nakuru City strengthen strategy implementation. Clear action plans with measurable goals should be institutionalized, implementation processes consistently documented, and communication enhanced to ensure shared understanding of objectives. Management should also invest in staff training, align resources and systems with strategic priorities, and establish regular review mechanisms to improve efficiency, competitiveness, and overall performance.

Strategic Customer Relationship Management and Service Delivery Within the National Police Service in Kenya. A Case of Lamu West Sub-County

2025-11-24T14:24:30+00:00

This study examined the effect of strategic customer relationship management (CRM) on service delivery within the National Police Service (NPS) in Kenya, focusing on Lamu West Sub-County. The study investigated two key components of CRM: Customer experience management and Customer satisfaction monitoring. The study is grounded on Stakeholder Theory, and the study employed a descriptive design with a target population of 400 police officers in Lamu West Sub-County, from which a sample of 200 was drawn using Slovin's formula and proportionate stratified random sampling. Data analysis involved descriptive statistics and regression analysis. The findings revealed that customer experience management (β = 0.198, p = 0.003) and customer satisfaction monitoring (β = 0.274, p < 0.001) had a positive and significant influence on service delivery at the National Police Service in Kenya. The study concludes that CRM practices significantly influence service delivery within the NPS, with complaint handling being particularly impactful. Recommendations include improving customer experience within the NPS requires a shift toward citizen-centric policing. Officers should be trained in soft skills such as courtesy, active listening, and cultural sensitivity. The NPS should adopt structured tools such as periodic surveys, Net Promoter Scores (NPS), and service rating kiosks to measure public satisfaction. Data should be disaggregated by region, service type, and demographic to identify trends and disparities. These findings contribute to both theoretical understanding and practical applications of CRM in public sector organizations, particularly law enforcement, offering insights for enhancing police-community relations and improving service quality.