Strategic Drivers on Customer Service Delivery in the Ministry of Industry, Investment and Trade in Kenya
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Date
2023
Authors
Thiriku, Josiah M.
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
Service delivery gaps, influence of technology and globalization not only make State
owned corporations in Kenya to realign their strategies with changing business trends
but also to rethink on strategic drivers in order to remain competitive. Given that little
attention has been paid by researchers in relation to the link between strategic drivers
and service delivery in public service organization, this study aimed at investigating the
effect of strategic drivers on customer service delivery in State owned corporations in
the ministry of industry, investment and trade in Kenya. The specific objectives that
guides the study were to determine the effect of technological initiatives, strategic
leadership and employee competence on customer service delivery of State owned
corporations in the ministry of industry, investment and trade in Kenya. Theories that
informed this study were resource based-view, dynamic capabilities theory and the gap
analysis model. Cross-sectional research design was adopted to collect data from
respondents. The target population of the study comprised 557 respondents who were
selected from the 13 entities in the ministry of industry, investment and trade in Kenya.
The unit of analysis was State entities while unit of observation was employees of
entities in the ministry of industry, investment and trade in Kenya. Stratified sampling
technique was used to selected respondents Isarel formula was used to calculate the
ideal sample size of 371 respondents. Primary data was collected using structured
questionnaires with open and closed ended questions. Secondary data was collected
from Acts of parliament and service delivery charters on public service delivery and
annual performance reports. Qualitative data was analyzed using content analysis
method while Statistical Package of Social Sciences (SPSS) software version 21 was
used to analyze data quantitatively. Descriptive, correlation and regression methods
were conducted to determine the effect between variables. Descriptive statistics such as
mean scores, standard deviations, percentages and frequencies were used to describe
general behaviour of data. The analyzed data was presented in form of tables and
figures. The results revealed that there existed a positive significant relationship
between consolidated strategic drivers and customer service delivery. technological
initiatives (r = .616, p < 0.023), strategic leadership (r = .642, p < 0.011) and employee
competencies (r = .581, p < 0.020). The study concluded that despite the fact that
strategic drivers had a significant impact on customer service delivery, there extent of
technology adoption, strategic leadership and employee comptentices was extremely
low in the ministry of industry, investment and trade in Kenya. Therefore, this study
recommended that the government should partner with the private partners in order
adopt appropriate technologies in service delivery. The government should allocate
adequate resources to train workers on computer skills and the recruitment of workers
should be based on merit and ability of workers to implement new changes.
Description
A Research Project Submitted to School of Business, Economics and Tourism in Partial Fulfillment of the Requirements for the Award of Master of Business Administration (Strategic Management Option), Kenyatta University, June 2023.
Keywords
Strategic Drivers, Customer Service Delivery, Ministry of Industry, Investment and Trade, Kenya