PROCESS INNOVATION AND SERVICE DELIVERY IN REGULATORY AGENCIES IN KENYA

Vincent Kipng’etich Cheruiyot, Dr. Josephat Kwasira, Dr. Dennis Juma, Dr. Millicent Mboya

Abstract


Globally, most regulators rely on key strategic adaptations and innovations to deliver exemplary service to their populations. The management of regulators strives to incorporate process innovation to enhance service delivery. The objective of the study was to determine the influence of process innovation and service delivery of regulatory agencies in Kenya. To strengthen the conceptual framework, the study used dynamic capability theory. Most of the studies have been done on process innovation practices innovation is a key element of strategic adaptation, the variable needs to be regressed with the service delivery in regulatory agencies in Kenya. This study adopted descriptive research design. The sample size was 369 participants. The quantitative data collected were analyzed using the Statistical Package for the Social Sciences (SPSS 24), where descriptive statistics were computed to help describe and interpret the data in line with the study objectives. For variable relationships, correlation and regression analysis was also examined. The analyzed data was presented by use of tables and in prose form. The overall results provided statistical evidence of a positive correlation of process innovation and service delivery of regulatory agencies in Kenya. In terms of impact, process innovation had a significant effect on service delivery of regulatory agencies in Kenya. It was recommended that regulator agencies in Kenya need to enhance, foster and vary their dynamic capabilities to process innovations since it leads to the improvement of service delivery. The study recommended further research on the variables using other methods and companies from other sectors.

 

Key Words: Process Innovation, Service Delivery, Regulatory Agencies in Kenya


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