Browsing by Author "Wambua, Peter Phillip"

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    Competitive Strategies and Service Delivery Positioning of Commercial Banks in Nairobi City County, Kenya
    (The Strategic Journal of Business & Change Management, 2025-08) Kinuthia, Pascaline Wanjiru; Wambua, Peter Phillip
    This study established the impact of competitive strategies on service delivery positioning in commercial banks in Kenya. The commercial banking sector has a dynamic environment characterized by intense competition arising from regulatory changes, technological advancements, and ever-changing customer needs and preferences. Challenges such as service inefficiencies, customer dissatisfaction, and limited differentiation still exist, implying that service delivery is not at its best. Customer complaints indicated some gaps in service delivery positioning. The study aimed to establish the effect of cost leadership, differentiation, and focus strategy on service delivery positioning in commercial banks. The SERVQUAL Theory anchored this study. The study used the descriptive research design targeting all 38 commercial banks in Kenya. A total population of 114 respondents was considered, comprising 38 heads of operations staff, 38 general managers, and 38 customer representative personnel. A stratified random sampling based on the three subpopulations was used, and a sample size of 87 respondents was considered. The response rate was 75.6%, and 66 respondents filled out and returned the questionnaire. The study found that cost leadership, differentiation, and focus strategies significantly affect service delivery positioning in commercial banks. The cost leadership strategy enhances service delivery by improving efficiency and attracting price-sensitive customers through cost-cutting and automation measures. Differentiation strengthens service delivery by offering unique, customer-centric products and services. Focus strategy enables banks to specialize in market segments, improving customer loyalty and service efficiency. Commercial banks should adopt advanced automation, invest in employee training, and enhance service accessibility to improve operational efficiency, and deliver high-quality, inclusive services. Additionally, banks should prioritize continuous innovation, customerfocused differentiation, and niche market strategies to foster loyalty and meet evolving customer needs.
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    Competitive Strategies and Service Delivery Positioning of Commercial Banks in Nairobi City County, Kenya
    (Strategic Journals, 2025-08) Kinuthia, Pascaline Wanjiru; Wambua, Peter Phillip
    This study established the impact of competitive strategies on service delivery positioning in commercial banks in Kenya. The commercial banking sector has a dynamic environment characterized by intense competition arising from regulatory changes, technological advancements, and ever-changing customer needs and preferences. Challenges such as service inefficiencies, customer dissatisfaction, and limited differentiation still exist, implying that service delivery is not at its best. Customer complaints indicated some gaps in service delivery positioning. The study aimed to establish the effect of cost leadership, differentiation, and focus strategy on service delivery positioning in commercial banks. The SERVQUAL Theory anchored this study. The study used the descriptive research design targeting all 38 commercial banks in Kenya. A total population of 114 respondents was considered, comprising 38 heads of operations staff, 38 general managers, and 38 customer representative personnel. A stratified random sampling based on the three subpopulations was used, and a sample size of 87 respondents was considered. The response rate was 75.6%, and 66 respondents filled out and returned the questionnaire. The study found that cost leadership, differentiation, and focus strategies significantly affect service delivery positioning in commercial banks. The cost leadership strategy enhances service delivery by improving efficiency and attracting price-sensitive customers through cost-cutting and automation measures. Differentiation strengthens service delivery by offering unique, customer-centric products and services. Focus strategy enables banks to specialize in market segments, improving customer loyalty and service efficiency. Commercial banks should adopt advanced automation, invest in employee training, and enhance service accessibility to improve operational efficiency, and deliver high-quality, inclusive services. Additionally, banks should prioritize continuous innovation, customerfocused differentiation, and niche market strategies to foster loyalty and meet evolving customer needs.