Integrated Logistics and Service Quality at National Housing Corporation

Abstract

Integrated logistics is a popular practice within the construction industry in Kenya that various companies currently apply to improve their performance and ensure quality services to the clients. The objective of the study was to determine the effects of integrated logistics on service quality at the National Housing Corporation and by extension the construction industry in Kenya. The study established that transport management, performance strategy, communication, and warehousing management are the most integral components of integrated logistics. Nevertheless, most studies available have not delved into the logistics practices in the Kenyan construction industry. The population of study of the research consisted of 34 people drawn from the National Housing Corporation. It applied case study research design. Additionally, the study mainly depended on primary data collected through structured questionnaire form various people working at the NHC including a manger, estate officers, procurement specialists, finance officers, and administration officers. The response rate was 85%. The collected data was systematically and analyzed the findings using SPSS. The data analysis relied on regression, correlation analysis, and descriptive technique. The results established that the corporation depended on different components of logistics including facility location, logistics ICT, inventory management, warehousing management, and transport management in varying orders of significance. Proper implementation of integrated logistics has the propensity of enhancing company performance, ensuring quality services, and promoting customer satisfaction. It focused on the construction industry in Kenya, and specifically the National Housing Corporation, which may not b applicable in the other sectors of the economy. Therefore, the researcher recommends that the findings be applied in other industries to determine the integrated logistics practices and service quality that may be useful to the Kenyan and by extension the global economies.