Influence of Beneficiary Feedback on Public Service Delivery in Kenya's County Governments

Belvin Keitany, Ronald Chepkilot, Nehemiah Kiplagat

Abstract: This study examined the influence of beneficiary feedback on the service delivery of county governments in Kenya. Grounded in the Participatory Development Theory, the research focused on understanding how structured citizen input can enhance the responsiveness, efficiency, and quality of public service delivery. Using a descriptive research design, qualitative data were collected from 47 county officials through semi-structured interviews. Thematic analysis was applied to interpret emerging patterns on beneficiary feedback practices and their impact on service outcomes. Quantitative analysis revealed a strong positive correlation (r = 0.753) and a significant regression coefficient (β = 1.91), indicating a robust influence of beneficiary feedback on service delivery. The results highlighted that counties with consistent and inclusive feedback mechanisms demonstrated greater improvements in responsiveness, citizen satisfaction, and service efficiency. The study recommends the institutionalization of feedback channels, integration of citizen input in decision-making, and policy reforms to enhance participatory governance. These findings offer critical insights for policymakers and public administrators seeking to promote citizen-centered service delivery within devolved governance structures.

Keywords: Beneficiary feedback, service delivery, county governments, participatory governance, citizen engagement

How to Cite?: Belvin Keitany, Ronald Chepkilot, Nehemiah Kiplagat, "Influence of Beneficiary Feedback on Public Service Delivery in Kenya's County Governments", Volume 14 Issue 8, August 2025, International Journal of Science and Research (IJSR), Pages: 280-285, https://www.ijsr.net/getabstract.php?paperid=SR25801000005, DOI: https://dx.doi.org/10.21275/SR25801000005