Authors : Nancy Rose Odera; Peter Kithae

Volume/Issue : Volume 9 - 2024, Issue 8 - August

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DOI : https://doi.org/10.38124/ijisrt/IJISRT24AUG975

Abstract : Total quality management is becoming more widely recognized due to businesses' efforts to provide high-quality goods and services. Government parastatals are confronted with various challenges due to shifting dynamics, such as inadequate legal and regulatory frameworks, subpar corporate governance, and unfavourable public perception. The main objective was to examine quality management systems and service delivery in Kenya. The investigation was guided and anchored by the following theoretical pillars: The study's fundamental anchor theory is Deming's Theory of Quality Management, which was backed by institutional theory The study employed a descriptive research design with a population of 300 as its target. Stratified random sampling was used to select a sample size of 171 people. Data was gathered through surveys. The quantitative data was analyzed using SPSS. The data was displayed using tables. The relationship between the variables was demonstrated using inferential statistics. Some ethical guidelines were considered to direct the research investigation throughout the study period. The relationship between quality services and service delivery had an R2 = 0.499, which indicates that a shift in quality services may be responsible for 49.9% of the variation in service delivery, and an R2 = 0.642, which indicates a strong positive association between quality services and service delivery. basic relationship between quality control and service delivery (R = 0.595) with an R2 value of 0.431. This means that to improve performance, businesses should be aware of their clients' requirements, meet their needs now and in the future, and aim to surpass their expectations. KEPHIS's management should think about incorporating quality service principles within the organization's divisions and departments. To ensure successful quality services and business success, KEPHIS should set up their quality management systems by ISO standards. More research can be done to broaden the study's focus to include other industries or look at how public, private, and SMEs are implementing the findings. Furthermore, knowledge generation processes can be integrated with a company's internal and external operations through quality management.

Keywords : Total Quality Management, Quality Services, Service Delivery, and Quality Management Systems.

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