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The study sought to assess the extent to which water sector reforms have influenced quality of service provision in Kenya with specific focus on MOWASCO. This was made necessary due to limited empirical data the study sought to establish how financial sustainability, human resource and development, corporate governance, operational optimization and product quality have affected performance at MOWASCO. A descriptive survey study of employees of the company was designed to help provide data to seal the existing research gap by assessing the contributions of each of the factors. A total of 206 respondents who were sampled from the target population using stratified random sampling methods returned 175 useful questionnaires. Data obtained was analysed quantitatively using descriptive and inferential methods with the aid of Statistical Package for Social Sciences (SPSS) version 20 computer software. Specifically, descriptive statistics in the form of frequencies, percentages, mean and standard deviation were used to show various relevant distributions while the relationship between the parameters were tested using Multiple Linear Regression (MLR). Findings indicated that corporate governance (β =0.087, p=.025) and operational optimization (β =0.215, p=.008) each have a positive significant influence on the performance at MOWASCO with operational optimization having the greatest influence. The influence due to financial sustainability though positive, was found to be insignificant (β =0.071, p=.098). At the same time, the study established that human resource and development (β = -0.013, p=.016) as well as product quality (β = -0.029, p=.034) each had a significant negative influence on performance of the company, the influence due to product quality being greater. It is therefore recommended that the management of MOWASCO factor in features that would enhance the human resource and development as well as product quality to enable their turnaround and thus positive effect on the performance of the company. Additionally, it is suggested that they improve on the attributes of corporate governance as well as operational optimization to enhance their outputs on performance of MOWASCO.

international journal of humanities, social sciences and education

Assessment of the Effectiveness of Water Sector Reforms in Performance of Water Service Providers: A Case Study of Mombasa Water Supply and Sanitation Company Limited