| dc.description.abstract | Organizations operate in a fairly dynamic macro and micro business environment having a lot of unpredictability and in many ways marred with pressure for competitiveness hence need to adopt to the changes to survive and thrive. Organizations put in place several varying practices as change management practices. Quality service delivery is a vital element and a crucial objective and goal for every organization. The reason is that, it is solely through quality service delivery that a firm is has the ability to tell whether there is any progress and growth. This study determined the effect of change management practice on quality service delivery in Faith-Based Hospitals in Kiambu County, Kenya. The study specific objectives included; to determine the effect of leadership on quality service delivery in Faith-Based Hospitals, to assess the effect of organizational culture on quality service delivery in Faith-Based Hospitals, to establish the effect of communication on quality service delivery in Faith-Based Hospitals and to explore the effect of stakeholders’ engagement on quality service delivery in Faith-Based Hospitals in Kiambu County, Kenya. The study was grounded on discourse-based theory of organizational change, three step change theory and SERVQUAL model theory. Descriptive design was employed and targeted 214 managers and the sample size was 139 respondents who participated in the study. The researcher applied stratified sampling technique by grouping the respondents as per their position at work. The study used questionnaires to collect data which were pilot tested to ensure their validity and reliability. Structured questionnaire was useful in collection of data and they were distributed using a drop and pick basis by first obtaining research permit. All the collected data was then entered into SPSS version 25 and descriptive and regression analysis was conducted where 0.628 or 62.8% of quality service delivery in the faith-based hospitals was due to change management practices. The link between the practices and quality of service delivery is significant and positive with R value of 0.793. The study also found out that organizational leadership and organizational communication had positive but insignificant effect to quality-of-service delivery based on the p-values. The study conclusions show that organizational leadership positively affected quality of service delivery. This was linked to style of leadership employed, the voting process for areas of disagreement and getting suggestions and inputs from staffs that led to minimal effect on service quality. On organizational culture, the study concluded that elements like corporate culture, result-oriented culture, friendly working environment and adherence to policies and rules positively and significantly affected quality of service delivery. The study also concluded that organizational communication through elements like communication channels, modes, giving feedback and notifying employees had positive but insignificant effect to quality-of-service delivery. The study also concluded that stakeholder engagement positively and significantly affected quality of service delivery. Stakeholder engagement is an aspect of stakeholder participation and involvement in making work plans and decisions and conducting stakeholder analysis to align interests and goals. In general, change management practices led to improved quality of service delivered, hence the study recommends that organizations use change management practices and especially organizational culture and stakeholder engagement that are seeking to improve the quality of the service delivery. This is in terms of reliable services, quick responses and effective handling customer complaints | en_US |
