Operational Capabilities and Delivery of Service in Deposit Taking Savings and Credit Cooperative Societies in Nairobi City County, Kenya

Abstract

The aspect of operational capability and delivery of services in Deposit taking Saving And Credit Cooperatives Societies has been hindered by various factors which are either inside or outside the organization itself and therefore may lead it to crisis in deposit taking Saving And Credit Cooperatives Societies This study was guided by variables such as operational improvement, operational innovation, operational customization, Kenya as well as to determine the effect of operational responsiveness. The existing research gap was as a result of the other studies not considering the case of service delivery to the Saving And Credit Cooperatives Societies This study applied literature review with basic theoretical concept such as Expectancy- Disconfirmation Theory, SERVQUAL Model view in order to understand the variance of resource to the Saving And Credit Cooperatives Societies as well as Dynamic Capability View to understand how the organizations integrate the internal and external competency. Literature review was carried out study variables which was used to understand the level of applicability of operational capabilities. The study used staffs of the selected Sacco‟s which entailed three members per Saving and Credit Cooperatives Societies as a target population. The questionnaire was used as a data collection instrument in this study. After the data was gathered, it was under the analysis of computer software well known as statistical package for social Science version 26. The data collected was verified for its usability through context analysis of concerned ethical standards. From the data analysis, it was observed that their existence a relationship between operational capabilities and service delivery as from the analysis through regression model it was found out that Pearson‟s concept of coefficient R of .642 implied that there was a fair strong positive correlation amongst operational capabilities and service delivery. The study found out that operational improvement had a positive significance on service delivery, operational improvement similarly had a positive significance to service delivery, operational customization had positive significance as well as operational responsiveness had significance positive to service delivery. The study recommends that there should be frequent adjustment on how services are delivered based on operational improvement, technology should be used wisely when it comes to issue of operational innovation to boost on virtual arena servicer delivery, operational customization should be based on the fact that different clients requires different kind of services hence they should not be rigid and finally the study recommends that frequent monitoring of operational responsiveness to fit the dynamism of clients should be carried out.