Browsing by Author "Njeru, Doreen Gacheri"

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    Adoption of Technology and Customer Focus as Strategic Practices for Organizational Performance of National Social Security Fund in Kenya
    (American Journal of Business and Strategic Management, 2025-05) Njeru, Doreen Gacheri; Kipkorir, Chris Simon Sitienei
    Aim: National Social Security Fund has been experiencing poor organizational performance as evidenced by low member contributions, customer dissatisfaction, inadequate finances, decreasing market share and low employee productivity. Adoption of strategic practices has been used by many organizations to improve organizational performance. The study aimed to establish the effect of technology adoption and customer focus on organizational performance at the National Social Security Fund, Kenya. Methods: The study was grounded on Technology Acceptance Model, Customer Satisfaction Model and Balanced Scorecard Model. A descriptive research design was employed using stratified random sampling to select 90 respondents from key departments. A structured and close-ended questionnaires was validated through a pilot study and later used to collect primary data. Collected data analyzed using descriptive statistics and content analysis. Research findings were presented using tables. Results: The findings showed that technology adoption and customer focus had significant positive effect on organizational performance. Specifically, the study findings showed that a unit change in technology adoption changes organizational performance by 0.620 units. A unit change in customer focus results in an estimated 0.739 unit increase in performance, holding other factors constant. Conclusion: The study concludes that embracing technology and customer focus practices is essential for enhancing organizational performance in public institutions like National Social Security Fund. Recommendation: It is recommended that National Social Security Fund invest in modern Information Technology infrastructure, strengthen employee training, and implement advanced customer relationship management to improve service delivery and performance outcomes
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    Strategic Practices and Organizational Performance of National Social Security Fund in Kenya
    (Kenyatta University, 2025-11) Njeru, Doreen Gacheri
    National Social Security Fund has been experiencing poor organizational performance as evidenced by low member contributions, customer dissatisfaction, inadequate finances, decreasing market share and low employee productivity. Adoption of strategic practices has been used by many organizations to improve organizational performance. The main objective of this research was to examine the effect of strategic practices on organizational performance of National Social Security Fund in Kenya. The precise objectives were; evaluating the effect of technology adoption, strategic partnerships, expansion and customer focus on performance of National Social Security Fund in Kenya. The research was grounded on Technology Acceptance Model, Social Exchange Theory, Resource-Based View Theory, Customer Satisfaction Model and Balanced Scorecard Model. A descriptive research design was employed and the target population was 300 middle level management which included 60 from the administration department, 60 from benefits department, 60 from finance department, 60 from registration department and 60 from compliance department. Stratified sampling was adopted to select a sample size of 90 middle level management from administration, benefits, finance, registration and compliance departments. Data collection involved primary sources, with structured and closed-ended questionnaire employed to gather primary data. Pilot testing involved 9 individuals from various National Social Security Fund, Kenya branches to validate the questionnaire and ensure internal consistency. The reliability of the research instruments was assessed through Cronbach’s alpha (α), utilizing SPSS. A coefficient threshold of 0.7 or higher was adopted. The data was cleaned and coded before being analyzed through descriptive statistics such as mean and standard deviation for quantitative data. Results were displayed in tables and pie charts. For qualitative data, content analysis was used with the findings presented in a narrative form to offer a detailed and comprehensive explanation of the study’s outcomes. This approach ensured both numerical and thematic data were effectively captured and communicated for a clearer understanding of the research. The findings demonstrated a significant robust connection and a linear correlation between key strategic practices and organizational performance. Specifically, technology adoption exhibited a strong positive correlation with organizational performance (r = 0.964, Sig. = 0.000), while strategic partnership showed an even stronger correlation (r = 0.993, Sig. = 0.000). Additionally, expansion demonstrated a significant association with organizational performance (r = 0.926, Sig. = 0.000) and customer focus also displayed a notable positive relationship (r = 0.884, Sig. = 0.000). The research therefore concluded that there is a statistical link between technology adoption, strategic partnership, expansion, customer focus and organizational performance of National Social Security Fund, Kenya. The study recommended that the National Social Security Fund, Kenya should invest in modern IT infrastructure, provide regular employee training and establish effective IT knowledge management to enhance organizational performance. Strengthening strategic partnerships with government and private stakeholders through clear goals and incentives improves collaboration and organizational performance. A structured expansion plan guided by market research should focus on workforce growth, new products and facility improvements. Additionally, personalized service delivery, efficient complaint resolution and advanced CRM systems will enhance customer satisfaction and strengthen customer loyalty.