INNOVATIVE CAPABILITY AS A MEDIATOR OF SOCIAL TIES AND SERVICE DELIVERY: EVIDENCE FROM SELECTED COUNTY GOVERNMENTS IN KENYA
Abstract
Purpose of the study: The study assessed the mediating effect of innovative capability on relationship between social ties capability and service delivery in selected County Governments in Kenya.
Methodology: The research was underpinned by the SERVQUAL model, the Resource-Based View Theory and the Diffusion of Innovation theory, providing a robust theoretical foundation. Adopting a pragmatic philosophical stance, the study utilized both descriptive and explanatory research designs. The target population comprised 263 senior officials across the County Governments of Garissa, Mandera and Wajir. A census approach was employed and data were collected using a semi-structured questionnaire administered through the drop-and-pick method. Quantitative data were analyzed using frequency distribution tables, while qualitative data were examined through thematic analysis and presented in narrative form. To evaluate the relationships among social ties capability, innovative capability and service delivery, regression analyses were employed.
Findings: The study findings indicated that social ties capability had a significant positive effect on service delivery in the selected County Governments in Kenya, accounting for 25.02% of change in service delivery. There was a significant partial mediating effect of innovative capability on the relationship between social ties capability and service delivery in the selected County Governments in Kenya.
Conclusion: The study concluded that County Governments demonstrated effective networking with public members, suppliers and stakeholders, fostering resource acquisition, collaborative problem-solving and internal knowledge-sharing. The partial mediating effect of innovative capability emphasized that Counties must strategically integrate social networking capabilities with innovation-fostering environments to maximize service delivery improvements.
Recommendations: The study recommends that County Governments in Kenya should prioritize the development of innovative capability by fostering a culture that encourages creativity and new ideas, in addition to cultivating stronger social ties. Counties should establish structured programs for engaging with stakeholders while creating supportive environments for innovation by providing necessary tools, systems and time for employees to explore new solutions. This research would assist County Governments in formalizing the mechanisms used to incorporate the outcomes of social ties capability activities into specific management programs and help policymakers develop future plans for enhancing their effectiveness through the application of social ties capability.
Keywords: County Governments, Innovative Capability, Service Delivery, Social Ties Capability
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