Change Resistance Management, Strategic Change Management Practices and Service Quality in Counties in Western Kenya
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Publication Date
2023-09-03Author
Nyambane, Omato David
Ntongai, Samson
Abong’o, Beatrice
Ondoro, Charles
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Show full item recordAbstract/ Overview
Globally, service delivery has remained an issue of utmost concern among public organizations as it anchors key
government operations. Statistics indicate that delivery of service in terms of health, sanitation and infrastructure in
county governments of Kenya averages 39% countrywide with that of the ten county governments in western Kenya
averaging 28%. This is against the Transparency International Kenya requirement of 40%, indicating poor service
delivery. Both change resistance management and strategic change management have been shown to improve service
delivery. Prior studies focus on change resistance and strategic change management for business organizations.
Moreover, the moderating role of change resistance management on the relationship between strategic change
management practices and service quality has not been explored in the context of county governments in Kenya. The
study sought to investigate the influence of change resistance management on the relationship between strategic
change management practices and service quality among county governments in western Kenya. Correlational
research design was used, targeting 380 directors and chief officers. Questionnaires were used to collect data. Results
showed that change resistance management has a significant moderating effect on the relationship between and change
resistance management and service quality (R2Change = .129, p = .003), implying that change resistance management
leads to an increase of 12.9% in the original effect of strategic change management practices on service quality. It is
concluded that change resistance management practices be embraced among so as to improve service delivery.