Knowledge Management Practices and Service Delivery: Evidence from Regional Water Supply and Sanitation Authorities in Tanzania
DOI:
https://doi.org/10.47941/ejikm.4003Keywords:
Knowledge Management Practices, Service Delivery, Human-Oriented Practices, Technology-Oriented Practices, Organization-Oriented Practices, Regional WSSAs, TanzaniaAbstract
Purpose: Reliable water service delivery remains a persistent challenge in Tanzania despite government efforts to improve the sector. Knowledge management practices (KMP) are increasingly recognized as important for organizational performance, yet empirical evidence from public water utilities remains limited. This study examined the effect of knowledge management practices on service delivery in selected Regional Water Supply and Sanitation Authorities (WSSAs) in Tanzania.
Methodology: The study adopted a positivist philosophy and descriptive and explanatory research designs. Data were collected from 286 employees selected through multistage sampling from 10 Regional WSSAs. Descriptive statistics, Pearson correlation, and multiple linear regression were used for analysis.
Findings: The findings indicate that organization-oriented KMP had the strongest positive and statistically significant effect on service delivery, followed by human-oriented KMP. Technology-oriented KMP showed a positive bivariate association with service delivery but had no statistically significant independent effect in the regression model. The three KMP dimensions jointly explained 42.6% of the variance in service delivery (adjusted R² = 42.0%). The study concludes that organizational structures, employee capabilities, and supportive management practices are important for improving service delivery, while technology requires integration with appropriate organizational and human capabilities.
Unique Contribution to Theory, Policy and Practice: The study contributes empirical evidence from public water utilities in a developing-country context and provides implications for managers and policymakers.
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Copyright (c) 2026 Peter Teleli Andrea, Dr Lawrence Wainaina, PhD, Dr Samuel Maina, PhD
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