Influence of Relationship Management Competencies on Internal Service Quality Among County Employees in Kenya <i> </i>

The study sought to determine the influence of relationship management competencies on internal service quality among county employees in Kenya. The study was grounded on three key theories, emotional intelligence theory, learning organization theory and quality management theory. This study adopted positivist philosophy and explanatory correlational design. The target population consisted of 9,165 county government employees drawn from public institutions across Kenya, including County Executive staff, Members of County Assemblies, Directors, Sub-County Administrators, and County Public Service employees. This study employed purposive sampling to strategically select county employees who could provide the most relevant insights into the relationship between emotional intelligence competencies and internal service quality. The sample size was determined using Yamane’s formula based on the refined target population of 9,165 county government employees, resulting in 383 respondents selected for the study. Data was collected using structured questionnaire from which a response rate of 85% was achieved. Data analysis was conducted using Statistical Package for the Social Sciences (SPSS) version 26, employing both descriptive and inferential statistical analyses. The findings indicated that relationship management competencies had a positive relationship with internal service quality. the study concludes that relationship management competencies have statistically significant influence on internal service quality among county employees. Relationship management strengthens service delivery by enabling conflict resolution, trust-building, inspiration, and professional relationships that reduce tensions and promote harmony. The study recommends that county governments should prioritize relationship management training programs emphasizing conflict management, collaboration inspiration, constructive influence, and trust-building to enhance service delivery across departments.