Change Management Strategies and Organizational Performance in Water Utility Agencies in South-East Nigeria.

Abstract

This study is on change management strategies and organizational performance in water utility agencies in south-east Nigeria. The main objective of this study is to determine the relationship between change management strategies and organizational performance in water utility agencies in south-east Nigeria. Specifically, the work aims to determine the relationship between communication and customer satisfaction and ascertain the relationship between training and employee output in water utility agencies in south-east Nigeria. Descriptive survey design was used. A total population of two hundred and fifty (250) employees from all levels of the agencies was used. Because the population is small the entire population was use as the sample size for the study. Questionnaire was the instrument used to collect data for the study. Data from the questionnaire were analyzed and presented in frequency, simple percentages, mean and standard deviation tables. The hypothesis developed in for the study were analyzed using Pearson Correlation co-efficient analysis with the aid of SPSS version 26. The result of the study showed that there is a significant positive relationship between communication and customer satisfaction in water utility agencies in South-East Nigeria and also revealed that there is a significant positive relationship between training and employee output in water utility agencies in South-East Nigeria. It was concluded that adopting robust change management strategies that focus on enhancing communication and investing in employee training can lead to substantial improvements in organizational performance. The research among other things recommended that water utility agencies should enhance their communication strategies to ensure clear, timely updates and responsiveness, thereby boosting customer satisfaction and fostering trust.