TABLE OF CONTENTS
DECLARATION ii
APPROVAL iii
DEDICATION iv
ACKNOWLEGEMENT v
TABLE OF CONTENTS vi
LIST OF ABBREVIATIONS x
LIST OF TABLES xi
LIST OF FIGURES xii
ABSTRACT xiii
CHAPTER ONE 1
INTRODUCTION 1
1.0 Introduction I
1.1 Background of the study 1
1.2 Statement ofthe Problem 3
1.3 Purpose ofthe study 4
1.4 The objectives of the study 4
1.5 Research Questions 4
1.6 Hypothesis 4
1.7 The Scope ofthe study 4
1.7.1 Geographical scope 4
1.7.2 Content scope 4
1.7.3 Time scope 5
1.8 Significance of the Study 5
1.9 The conceptual framework 6
1.10 Operational definitions ofthe terms 7
vi
CHAPTER TWO.9
LITERATURE REVIEW 9
2.0 Introduction 9
2.1 Public procurement processes 9
2. 2 Service delivery 10
2.3 Relationship between public procurement management process and service delivery 11
2.3.1 Evaluation oftender bids and award of tenders and service delivery 11
2.3.2 Contract management and administration and effective service delivery 11
2.3 Research gaps 13
CHAPTER THREE 14
METHODOLOGY 14
3.0 Introduction 14
3.1 Research design 14
3.2 Study Population 14
3.3 Sample size 14
3.4 Sampling Procedure 15
3.5 Data sources 15
3.5.1 Primary data sources 15
3.5.2 Secondary sources 15
3.6 Data collection instruments 15
3.7 Validity and Reliability of the Instruments 16
3.7.1 Validity ofthe instrument 16
3.7.2 Reliability ofthe instruments 16
3.8 Data Gathering Procedure 16
3.8.1.Before the administration ofthe questionnaires 16
3.8.2. During the administration of the questionnaires 17
VI I
3.8.3 After the administration ofthe questionnaires 17
3.9 Data Analysis 17
3.10 Ethical Considerations 18
CHAPTER FOUR 19
DATAANALYSIS, PRESENTATION AND INTERPRETATION 19
4.0 Introduction 19
4.1 Demographic characteristics ofthe respondents 19
4.1.1 Age of the respondents 19
4.1.2 Respondents gender 20
4.1.3 Respondents level of education 21
4.1.4 Respondents number of years spent in NWSC 22
4.2 The Public procurement process in public sector especially in NWSC 24
4.3 The level of service delivery in NWSC 26
4.3 The relationship between public procurement processes and service delivery in NWSC. 27
CHAPTER FIVE 29
DISCUSSION OF FINDINGS, CONCLUSION AND RECOMMENDATION 29
5.0 Introduction 29
5.lDiscussion of findings 29
5.1.1 Findings on demographic data collected in NWSC 29
5.1.2 The public procurement processes in NWSC 30
5.1.3 The level of service delivery in NWSC 30
5.1.4 The relationship between public procurement processes and service delivery in NWSC.
31
5.2 Conclusions 31
5.3 Recommendations 31
ABSTRACT The topic of the study was Procurement processes and service delivery in the public sector in National Water and Sewage Corporation (NWSC); the problem was Poor service delivery in NWSC; the purpose of the study was to establish the relationship between procurement processes and service delivery in NWSC; the objectives of the study were; to establish the public procurement processes, to find out the level of service delivery in NWSC and to establish if there is a significant relationship between procurement processes and service delivery in NWSC . The research used quantitative research paradigm which involved descriptive research designs such as descriptive correlational design, cross sectional design and descriptive comparative design. The study employed simple random sampling technique to come up with sample, and used a questionnaire in collecting data. According to the research findings the conclusion of the study was; in NWSC the procurement processes are in terms of procurement planning, implementation ofthe plan, and evaluation of the plan; service delivery in NWSC is exhibited in terms of transparency, accountability and fairness in the system; the relationship between procurement processes and service delivery in NWSC is small and there is less relationship. Recommendations of the study were: members of staff should make sure that the procurement processes are followed during the execution of the procurement activities. This will result into effectiveness in the procurement processes. Government should emphasize transparency in the system which will help improve on the level of service delivery in NWSC. Government should emphasize accountability where members of staff can procure while being given receipts and giving receipts to the customers. Government should discourage staff to take bribe from the customers when rendering service to these customers. This will help improve the service delivery The research study faced the following problems: most of the respondents in NWSC were too busy, so less time was posed to the researcher. Some of the staff and the respondents in NWSC were not willing to give out information due to lack of trust between the researcher and the respondents. Confidentiality, in that there is some information which was not supposed to move out of the Corporation to the researcher, this limited the research study Some respondents were hesitant to give information since it does not benefit them, thus they needed to have some funds committed to them. The study was only limited to the case study due to limited time and resources to cover the whole branches on NWSC. The researcher resorted to simple random sampling and yet it had its own disadvantages. There were transport costs that limited the study.
