Assessment on the Effects of ISO 9001:2008 Certification in Enhancing Service Delivery in Kenyan Parastatals: A Case of Two Selected Certified Parastatals in Nairobi County

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dc.contributor.authorNyabeta, Nyangweso Eucabeth
dc.date.accessioned2024-10-14T08:16:28Z
dc.date.available2024-10-14T08:16:28Z
dc.date.issued2016-05
dc.descriptionMASTER OF ARTS in Monitoring and Evaluation
dc.description.abstractThe study was on the effectiveness of ISO 9001:2008 certification in enhancing service delivery in National Social Security Fund and National Hospital Insurance Fund headquarters in Nairobi County. The two fall under this class of organizations where despite the ISO 9001: 2008 certification there are still complaints from various stakeholders on the organizations‟ service delivery. The study objectives were to investigate the extent to which ISO 9001:2008 quality management system certifications affects service delivery, determine the influence of control of quality records on service delivery, establish examine the extent to which control of non-conformities affect service delivery and determine the influence of corrective and preventive actions on service delivery in NSSF and NHIF. The population sample size was 287 respondents including both employees and customers. Sampling was done through stratified purposive and simple random sampling. The study utilized a descriptive case study design. Data was collection tools were questionnaires, observations and guided interviews. Data was analyzed using SPSS (Version 21) and Excel; measures of central tendency and dispersion regression and observational narrative analysis. The study found out that ISO 9001:2008 certification was positively linked to the above average service delivery, improved accessibility of documents, control of non-conformities and improvement of identification, prevention and rectification of errors in NSSF and NHIF. The study thus, concluded that the use of ISO 9001:2008 tools in parastatals influenced the quality of service delivery positively. There is hence, a correlation between the ISO 9001:2008tools utilization and effective service delivery in the two institutions. Recommendations for this study were that governments to devise ways of sensitization on QMS standards in public institutions, train and involve employees in implementation, and encourage customer feedback. The researcher observed that staff motivation and commitment are key to sustenance of the ISO standard in the two Organizations.
dc.description.sponsorshipDaystar University, School of Business and Economics
dc.identifier.citationNyabeta, N. E. (2016). Assessment on the Effects of Iso 9001:2008 Certification in Enhancing Service Delivery in Kenyan Parastatals: A Case of Two Selected Certified Parastatals in Nairobi County. Daystar University, School of Business and Economics
dc.identifier.urihttps://repository.daystar.ac.ke/handle/123456789/5416
dc.language.isoen
dc.publisherDaystar University, School of Business and Economics
dc.subjectISO 9001:2008 certification
dc.subjectservice delivery
dc.subjectNational Social Security Fund
dc.subjectNational Hospital Insurance Fund
dc.subjectNairobi County
dc.titleAssessment on the Effects of ISO 9001:2008 Certification in Enhancing Service Delivery in Kenyan Parastatals: A Case of Two Selected Certified Parastatals in Nairobi County
dc.typeThesis

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