Strategic positioning technological capabilities and service delivery of public water service providers in Kenya

Water is a basic driver of Kenya’s socio-economic development, and the delivery of safe, reliable, adequate and affordable water services is fundamental to the country’s sustainable growth agenda. Water service providers play a critical role in ensuring access to safe and reliable water, which is essential for public health, economic development, and environmental sustainability. However, persistent challenges in water service provision continue to impede sustainable development and community well-being. This study investigated the influence of strategic positioning and technological capabilities on the service delivery of public water service providers (WSPs) in Kenya. The study (i) examined the effect of strategic partnerships on service delivery, (ii) assessed the influence of resource distribution on service delivery, (iii) determined the impact of diversification on service delivery, (iv) evaluated the effect of innovativeness on service delivery and (v) examined the moderating role of technological capabilities on the relationship between strategic positioning and service delivery of public water service providers in Kenya. Anchored in the Service Quality Theory (SQT) and Resource-Based View (RBT), the study adopted an explanatory sequential mixed-methods design, where quantitative data was collected and analyzed first, followed by qualitative data to provide deeper insights and triangulation. The target population comprised 352 managerial staff drawn from 88 public water service providers across Kenya, categorized by the Water Services Regulatory Board. A sample of 184 respondents was determined using the Krejcie and Morgan sampling table and proportionally allocated across strata. Additionally, interviews were conducted with Chief Executive Officers (CEOs) from the 46 public water service providers. Quantitative data was analyzed using multiple regression and hierarchical regression models, while qualitative data was analyzed thematically.  The results reveal that strategic partnerships, resource distribution, diversification, and innovativeness each have a statistically significant positive effect on service delivery. Moreover, technological capabilities were found to significantly strengthen these relationships by enhancing operational efficiency, innovation adoption, and customer engagement.  The study concludes that aligning strategic positioning with technological capabilities offers a robust pathway for improving public water service delivery in Kenya. The study contributes to the literature on public sector performance and water governance by highlighting the synergistic role of strategy and technology in service delivery enhancement. Policy reforms, capacity-building initiatives, and targeted investments in digital infrastructure are recommended. Future research should consider longitudinal designs and sector-specific comparisons across water sector typologies to further enrich the findings.