Quality Management Practices and Performance of Logistics Companies in Mombasa County, Kenya
Authors: Gachomo Hellen Nduta , Wainaina Lawrence 
Published: April 2023

The declining performance of logistics companies in Kenya is worrying. This is because the Communication Authority of Kenya report of 2020 indicates that there has been a consistent reduction from the year 2013 through to 2017. For the year ended December 31st in 2019, logistic companies reported a performance decline in accumulative loss before Ksh. 622 million tax. The 7% financial income reduction (Ksh. 1.0 billion) attributed to this profitability decline in the sector. Hence, low equity ratio and return on assets at -5.5% and -0.9% was reported in comparison to 3.2%. Therefore, this study seeks to ascertain how Mombasa County logistics companies’ performance is influenced by quality management practices. The specific study objectives were to examine how customer focus, process management, top management commitment and employee training influence Mombasa County logistics companies’ performance. Quality management theory, leadership contingency model and human capital theory anchored this research. Descriptive research technique was deployed. 475 management employees from Mombasa County’s logistics companies form the target population. A stratified random sampling technique was deployed. 143 participants were selected as a sample through simple random sampling technique. The questionnaires were pre-tested on 14 participants who will be excluded from the actual exercise. Reliability and Validity were tested using Cronbach’s Alpha test and ensured through the use of content validity. Content analysis tested qualitative data and descriptive statistics evaluated quantitative data. In addition, a multiple regression analysis was done. The study examined that customer focus, process management, top management commitment and employee training notably and positively influenced Mombasa County’s logistics companies. It was concluded that value for clients is provided by a customer-centric approach through giving response to their needs and wants using tailored products and services. The employees empowerment is facilitated top management commitment of logistics companies and job satisfaction levels are improved using commitment and leadership to TQM of client satisfaction through the creation of firm climate emphasizing client satisfaction and total quality. Training of employees in the organization boosts their performance and motivation rate. Employee hard skills are sharpened through training hence improving their job satisfaction and morale. The study recommended that the logistics companies should building a customer-focused culture through hiring the right employees who have a customer mindset towards keeping customers at the center of the business. The logistics companies should map their processes and document those processes using the right tools. The top management of the logistic companies should ensure each individual is aware of the company's overall strategy and goals. The management of the logistics companies should give employees the time, motivation, and opportunity to get the most out of the training.