AN ANALYSIS OF CORPORATE SOCIAL1RESPONSIBILITY AND SERVICE DELIVERY  IN KENYA RAILWAYS

RUTH W. MUNYAKA; JANE NJOROGE

doi:10.61426/rjssh.v5i1.225

RUTH W. MUNYAKA Master Student, Public Policy and Administration, Kenyatta University, Kenya
JANE NJOROGE, PhD Kenyatta University, Kenya

DOI: https://doi.org/10.61426/rjssh.v5i1.225

Keywords: Corporate Social Responsibility, Corporate Affairs, Service Delivery

Abstract

Public trust in businesses has been shattered by the collapse of once-highflying enterprises, which affected tens of thousands of workers and investors and generated numerous concerns about corporate practices and trustworthiness. This study₁therefore investigated the efficacy of corporate affairs function on service delivery of organizations: A case of₁Kenya Railways. The study objective₁was to examine the influence of corporate₁social responsibility₁on the service delivery by Kenya Railways, The study₁was based on stakeholder₁theory and relational and agency theories. A₁descriptive research design₁was₁adopted. The₁population targeted in this study was 324 respondents including staff at the corporate affairs division of Kenya Railways Corporation and premium clients. The sample₁size was 286 respondents. Stratified and₁simple random sampling₁was used. A questionnaire was the main instrument. A pilot₁study was conducted₁to assess the validity and reliability of the research instruments. Both qualitative and quantitative data were₁collected for₁this study, and both approaches to data₁analysis were employed. The quantitative₁data was analyzed₁using descriptive₁statistics, such as₁frequencies, percentages, means, and₁standard deviations, utilizing SPSS (Version 27.0). Inferential statistics were also performed through regression modeling. The findings from the quantitative analysis were₁presented primarily in tables. On₁the other hand, the₁qualitative data was evaluated using content analysis, aiming to identify recurring themes that align with the study’s objectives. These themes provided₁a deeper₁understanding of the qualitative data collected. The study₁findings indicated that₁there was a statistically₁significant positive correlation₁between corporate social responsibility on service delivery of KRC (r=₁0.411; p₁<0.05) The study₁concluded incorporating CSR principles into service delivery processes can also help mitigate certain risks associated with social or environmental issues and effectively handling crises can mitigate the negative impacts on both the organization’s reputation and its financial performance. The study recommended that KRC prioritize a holistic approach to organizational management that integrates corporate social₁responsibility (CSR) management₁into its service delivery processes.

Author Biography

JANE NJOROGE, PhD, Kenyatta University, Kenya

Lecturer, Public Policy and Administration, Kenyatta University, Kenya

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