EFFECTS OF INFORMATION COMMUNICATIONS TECHNOLOGY BASED INNOVATIONS ON OPERATIONAL PERFORMANCE. A CASE OF NAIROBI CITY WATER AND SEWERAGE COMPANY LIMITED
Abstract
The main aim of the study was to assess the effects of information communications technology based innovations on operational performance of water utility company. A case of Nairobi City Water and Sewerage Company limited. The study was guided by the following research objectives; To analyze the effect customer based Innovations on operational performance, To assess how Market based Innovations influences on operational performance, To explore the effect of Process based Innovations on operational performance and at Nairobi City Water and Sewerage Company limited and To establish how Product based Innovations influences operational performance at Nairobi City Water and Sewerage Company limited. The study applied descriptive research design. The study was carried out at the Nairobi city water and Sewage Company. The study targeted Staff and customers of Nairobi city water and Sewage Company since they possess the information required by the study. The study focused on the population target of 450 staff and 550 customers from Nairobi headquarters that are using innovation services in the company. The study used a sample for the study 300 respondents. The study used stratified random sampling technique. Data collection was done through questionnaire. Microsoft excels packaged and SPSS 21 was used to analyze and present the research findings which were in form of tables of frequencies and percentage. The study used regression analysis which is a statistical tool for the investigation of relationships between the variables. The R-square value was 0.743 which show that information communications technology based innovations explains 74.3% of factors affecting performance 25.7% are explained by factors that are not captured in the study.
Key Words: Customer Based Innovations, Market Based Innovations, Process Based Innovations, Product Based Innovations, Operational Performance
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DOI: http://dx.doi.org/10.61426/sjbcm.v5i1.661
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