EFFECTIVENESS OF COMMUNITY ENGAGEMENT EVENTS IN ENHANCING SERVICE DELIVERY AT KENYA POWER’S KILIFI COUNTY FIELD OFFICE
Abstract
Purpose of the Study: This study assessed the effectiveness of community engagement events in improving service delivery at the Kenya Power Kilifi County Field Office, focusing on how forums, public meetings, and information-sharing activities affect customer satisfaction.
Research Methodology: A mixed methods approach was used, targeting 298,472 households and 16 staff members. A sample of 341 customers and 8 staff was selected using the Yamane formula and cluster/convenience sampling. Data were collected via structured questionnaires and interviews and analyzed using SPSS v24.
Findings: Findings indicated that 71% of customers had never participated in a Kenya Power engagement event, and 62% were dissatisfied with feedback mechanisms. Only 18% rated service delivery as good or excellent. Respondents cited poor communication, delayed responses, and weak community involvement as key concerns.
Conclusion: While engagement activities exist, their limited scope, poor implementation, and lack of inclusivity have hindered their impact on customer satisfaction and service quality.
Recommendation: The study recommends more frequent and inclusive engagement events, improved digital feedback systems, enhanced staff training, and the establishment of a structured complaint-handling mechanism.
Implication: Effective community engagement is essential for improving public utility performance. Strengthening these efforts can foster customer trust, accountability, and better service outcomes.
Keywords: Service Delivery, Customer Satisfaction, Community Engagement Events, Kenya Power.
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