Distribution Strategies, Tracking Technology andQuality Service Delivery in Kenya’s Courier Sector

Abstract

This study examines the effect of exclusive and intensive distributionstrategies on service delivery in Kenya’s courier industry, with trackingtechnology as a moderating variable. Anchored in resource-based theoryand economic distribution channel theory, the research adopts a positivistparadigm and explanatory design. Data was collected from 426 clientsacross twelve courier firms using validated structured questionnaires.Descriptive statistics and multiple regression analyses were employed.Results indicate that both distribution strategies positively influenceservice delivery, with tracking technology significantly moderating theserelationships. The study recommends strategic enhancement of distributionsystems, integration of tracking technologies, and investment in capacitybuilding to improve service performance