INDIRECT INDIVIDUAL BASED PARTICIPATION AND SERVICE DELIVERY IN NAIROBI CITY WATER AND SEWERAGE COMPANY, NAIROBI CITY COUNTY, KENYA

Abstract

Purpose: The main purpose of the research was to examine the effect of indirect individual based participation on service delivery in Nairobi city water and sewerage company, Nairobi City County,Methodology: The research was premised on a descriptive research design with convenient random sampling being utilized. The study relied on both primary and secondary data. The study utilized a questionnaire to collect primary data. Secondary data was obtained from periodicals, journals and other relevant materials available in the internet as well as from the physical library. The collected data was analyzed using descriptive and inferential statistics.Findings: The study concludes that the management should seek to enhance the adoption of both indirect participation elements such as work unions and collective bargaining agreements as tool of supporting better service delivery.Unique Contribution to Theory and Practice: The study helps in enhancing the available empirical knowledge on how the effect of indirect individual based participation on service delivery in Nairobi city water and sewerage company, Nairobi City County, Kenya.