THE INFLUENCE OF TENDERING PRACTICES ON SUPPLIER PERCEPTION ON SERVICE QUALITY IN GOVERNMENT MINISTRIES: A CASE OF MINISTRY OF INTERIOR AND CO-ORDINATION OF NATIONAL GOVERNMENT KAKAMEGA COUNTY
Abstract
The main objective of this research was to examine the influence of tendering practices on supplier perception on service quality in government ministries, a case of Ministry of Interior and Co-ordination of National Government, Kakamega County. This study adopted a descriptive survey research design. The study population involved the suppliers of the Ministry of Interior and Co-ordination of National Government in Kakamega County. Stratified and simple random sampling was used to determine the sample size of the respondents. The sample size for this population was 196 prequalified suppliers and 6 purposively sample staff. This gave a total of 202 respondents. Data was collected by a questionnaire and analyzed with the help of a Statistical Package for Social Sciences (SPSS version 24). Both descriptive and inferential statistics were used in analysis of the data. Descriptive statistics used percentages, frequencies, measures of central tendencies (mean) and measures of dispersion (standard deviation). Data was presented in tables. The reliability of the research instrument was ascertained by using the Cronchbach Alpha Coefficient. It was envisaged that the research findings would contribute to formulation of contract management policies by the Government and procurement professionals. It was found that respondents agreed that suppliers understood and followed tender rules and processes and were followed strictly by the Ministry. The study recommended that procurement officers need to ensure that during supplier appraisal they pay attention to financial stability, acquire supplier with long-term potential, supplier to meet price and quality set out, selected suppliers must deliver required materials on time and suppliers must meet the capacity to operate their transactions online.
Key Words: Tendering Processes, Supplier Perception, Service Quality
CITATION: Kodiaga, E. B. A., & Juma D. (2020). The influence of tendering practices on supplier perception on service quality in government ministries: A case of Ministry of Interior and Co-Ordination of National Government Kakamega County. The Strategic Journal of Business & Change Management, 7 (4), 714 – 724.
Full Text:
PDFReferences
Auditor general (2015). Annual Audit Report. Kenya.
Bakari (2015). Service quality and its dimensions: EPRA International Journal of Research and Development (IJRD) Volume: 4 Issue: pp 38-41
Bello, M. B., & Bello, Y. O. (2017): Employees’ empowerment, service quality and customers’ satisfaction in hotel industry: The Strategic Journal of Business and Change Management, Vol. 4, Iss. 4, pp 1001 - 1019,
Beshir, E. S., & Zelalem, B. A. (2020). The effect of e-baking service quality on customer’s satisfaction and loyalty. The Strategic Journal of Business & Change Management, 7(3), 818 – 832.
Byung (2015). Service quality and its dimensions : EPRA International Journal of Research and Development (IJRD) Volume: 4 Issue: pp 38-41
CIMA (2007). Measuring Service Quality Expectation and Perception Using SERVQUAL: A Gap Analysis: Business and Economic Journal
GOK (2004). An Evaluation of the Impact of Community Support Grants on the Development of Early Childhood Education, in Kiambu District, Kenya. Journal of Education Management ,3(1),1-140.
Government of Kenya (2001). Measuring Service Quality Expectation and Perception Using SERVQUAL: A Gap Analysis: Business and Economic Journal
Gwayi (2010). An Evaluation of the Impact of Community Support Grants on the Development of Early Childhood Education, in Kiambu District, Kenya. Journal of Education Management,3(1),1-140.
Hensley, R.L. & Utley, J.S. (2019) Assessing the Cumulative Effect of Service Errors on Customer Perceptions. Journal of Service Science and Management, 12, 521-530.https://doi.org/10.4236/jssm.2019.124035
Jodie (2004). An Evaluation of the Impact of Community Support Grants on the Development of Early Childhood Education, in Kiambu District, Kenya. Journal of Education Management ,3(1),1-140.
Khalid, 2010). The importance of process in rethinking project management: the story of a UK government-funded research network. International Journal of Project Management, 24(8), 650-62.
Kothari, C. R. (2009). Research Methodology: Methods and Technology. New Delhi, India: New Age Publication.
Krejcie, R. V., & Morgan, D. W. (1970).Educational and Psychological Measurement, Determining sample size for research activities. 607-610.
Lewa (2007). An Evaluation of the Impact of Community Support Grants on the Development of Early Childhood Education, in Kiambu District, Kenya. Journal of Education Management, 3(1),1-140.
Mugenda & Mugenda (2008), Research Methodology 2nd Ed).Research Methods; Qualitative Approaches, Nairobi Acts Press
Mugenda, Olive M. & Mugenda, Abel G. (1999) Research Methods Quantitative and Qualitative Approaches. Acts Press, Nairobi-Kenya.
Musaba, Musaba and Hoabeb, (2014). Measuring Service Quality Expectation and Perception Using SERVQUAL: A Gap Analysis: Business and Economic Journal
Njoki (2018). Measuring Service Quality Expectation and Perception Using SERVQUAL: A Gap Analysis: Business and Economic Journal
Odhiambo and Kamau (2003). An Evaluation of the Impact of Community Support Grants on the Development of Early Childhood Education, in Kiambu District, Kenya. Journal of Education Management, 3(1),1-140.
Parasuraman, Zeithaml, and Berry (1988). Measuring Service Quality Expectation and Perception Using SERVQUAL: A Gap Analysis: Business and Economic Journal Public Procurement and Disposal Act (2005).
Quatri (2015). The importance of process in rethinking project management: the story of a UK government-funded research network. International Journal of Project Management, 24(8), 650-62.
Saleemi (2010). Measuring Service Quality Expectation and Perception Using SERVQUAL: A Gap Analysis: Business and Economic Journal
Shash and Abdul-Hadi (1992). Service quality and its dimensions : EPRA International Journal of Research and Development (IJRD) Volume: 4 Issue: pp 38-41
Tamrakar (2010). The importance of process in rethinking project management: the story of a UK government-funded research network. International Journal of Project Management, 24(8), 650-62.
World Bank (2008). Standard Bidding Documents: Procurement of Works: New York, World Bank, 14-18.
DOI: http://dx.doi.org/10.61426/sjbcm.v7i4.1817
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution 3.0 License.
PAST ISSUES:
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.