Abstract: The distribution of public services in Kenya encounters major obstacles that particularly affect Mandera County Government through its devolved administrative units. The public service delivery system experiences negative impacts because of five main issues, which include inefficient procurement procedures and insufficient stakeholder collaboration, disjointed information management systems, and weak inventory control methods. The systemic problems of the organization create barriers that limit the efficient operation of county government and decrease public confidence in county institutions. Therefore, this study investigated the effect of customer relationship management on service delivery in Mandera County, Kenya. The research used a descriptive research design. The research examined a total of 3761 employees who work in the ten different ministries of the Mandera County Government. The study used stratified random sampling to choose 376 participants from different ministries as a representative sample. The researchers gathered data through structured questionnaires. The researchers used SPSS Version 26 to perform quantitative data analysis. The researchers used descriptive statistics to summarize the data. The study also used inferential statistics such as correlation analysis and multiple regression analysis. The results were presented in Tables. The finding revealed that customer relationship management (β = 0.191, p = 0.000) had positive and statistically significant effects on service delivery in Mandera County Government. The study concludes that strengthening citizen engagement, enhancing communication systems, fostering supplier collaboration, and improving inventory control are critical for improving service delivery outcomes. The study recommends that the county institutionalize structured feedback systems and improve complaint resolution processes to strengthen customer relationship management.
Keywords: Customer Relationship Management, Supply Chain Management Practice, Service Delivery.
Title: EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON SERVICE DELIVERY IN MANDERA COUNTY, KENYA
Author: Abdirizak Abdisalam, Dr. Morrison Mutuku
International Journal of Social Science and Humanities Research
ISSN 2348-3156 (Print), ISSN 2348-3164 (online)
Vol. 14, Issue 2, April 2026 - June 2026
Page No: 347-353
Research Publish Journals
Website: www.researchpublish.com
Published Date: 04-June-2026
