Process Innovation Strategies on The Performance Of Transport Companies In Nairobi, Kenya
Abstract
The performance of public transport companies in Nairobi faces multifaceted challenges that significantly hinder efficiency, reliability, and customer satisfaction. Chronic traffic congestion is estimated to cost Nairobi up to KES 100 billion annually in lost productivity due to time delays and fuel wastage. Consequently, there is a pressing need to explore how innovation strategies can be leveraged to address these challenges and enhance the performance of public transport companies. This study aimed to establish the effect of process innovation strategies on the performance of transport companies in Nairobi, Kenya. Roger’s theory on diffusion of innovation anchored the study. This study was limited to Metro, Orokise and River of God Transport companies based on a report by the National Transport Services Authority indicating that these companies had adopted innovative customer service practices and the respondents were employees of the three transport companies. This study adopted descriptive research design. Seven hundred and sixty-four (764) employees working for Metro, Orokise and River of God Transport companies were targeted. Sample size was 263 respondents drawn from the employees (managers and supervisors, drivers and conductors) from the three transport companies. Data was gathered through questionnaires. The collected data was analyzed using the Statistical Package for Social Sciences. Both descriptive statistics (frequencies, percentages, means and standard deviations) and inferential statistics (correlation and linear regression) were performed. Descriptive results showed that the respondents agreed to a great extent that process innovation strategies affected the performance of transport companies in Nairobi, Kenya. Regression findings revealed that there was a positive and significant relationship between process innovation strategies and performance. Furthermore, process innovation strategies were strongly and positively correlated with performance.
Key words: Process innovation strategies, performance, transport companies
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