Distribution Strategies, Tracking Technology and Quality Service Delivery in Kenya’s Courier Sector

This study examines the effect of exclusive and intensive distribution strategies on service delivery in Kenya’s courier industry, with tracking technology as a moderating variable. Anchored in resource-based theory and economic distribution channel theory, the research adopts a positivist paradigm and explanatory design. Data was collected from 426 clients across twelve courier firms using validated structured questionnaires. Descriptive statistics and multiple regression analyses were employed. Results indicate that both distribution strategies positively influence service delivery, with tracking technology significantly moderating these relationships. The study recommends strategic enhancement of distribution systems, integration of tracking technologies, and investment in capacity building to improve service performance.