EFFECTS OF PROCUREMENT POLICY ON CUSTOMER SERVICE DELIVERY IN TELECOMMUNICATION SECTOR; A CASE OF SAFARICOM COMPANY LIMITED

Abstract

Organizational procurement is increasingly becoming important in the present corporate world. However, little in terms of scientific research has been done concerning the effect of procurement policy on customer service delivery. This study was aimed at finding out the effects of procurement policy on customer service delivery in telecommunication sector; a case of Safaricom company limited; to explore how procurement methods affects customer service delivery and to explore how adoption of information technology on procurement process affects customer service delivery. The study employed descriptive design. The total population for Safaricom employees was 4423, then the target population for this study comprised of 2600 employees who work in finance and operations department. The questionnaires were used to collect data. Findings of the study was analyzed with the help of the Statistical Package for Social Sciences (SPSS) and presented in percentages, frequencies, graphs, tables and pie charts. The result showed that procurement methods and Information technology have a direct influence to service delivery. The results showed that Information technology influences the service delivery performance most followed by procurement method.