Strategic Drivers on Customer Service Delivery in the Ministry of Industry, Investment and Trade in Kenya

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dc.contributor.advisorHenry O. Kegoroen_US
dc.contributor.authorThiriku, Josiah M.
dc.date.accessioned2023-08-10T13:18:17Z
dc.date.available2023-08-10T13:18:17Z
dc.date.issued2023
dc.descriptionA 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.en_US
dc.description.abstractService 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.en_US
dc.description.sponsorshipKenyatta Universityen_US
dc.identifier.urihttp://ir-library.ku.ac.ke/handle/123456789/26767
dc.language.isoenen_US
dc.publisherKenyatta Universityen_US
dc.subjectStrategic Driversen_US
dc.subjectCustomer Service Deliveryen_US
dc.subjectMinistry of Industry, Investment and Tradeen_US
dc.subjectKenyaen_US
dc.titleStrategic Drivers on Customer Service Delivery in the Ministry of Industry, Investment and Trade in Kenyaen_US
dc.typeThesisen_US
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