Knowledge Management Practices and Quality of Service Delivery at Equity Bank Headquarters in Nairobi City County, Kenya.
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Date
2025-10
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Kenyatta University
Abstract
Utmost service delivery is a fundamental component to any firm’s success. Businesses work to guarantee that their clients receive superior service at every point of contact. Satisfactory service delivery at Equity Bank has been a major obstacle and a major source of annoyance for its clients. Review of literature reveals that there is scanty empirical evidence on the effect of knowledge management on service delivery in the banking industry. Most prior studies have focused on NGOs, the judiciary, and NSE-listed firms, leaving a gap in the banking industry. This study addresses this gap by evaluating how knowledge management practices influence service delivery at Equity Bank. The main objective of this research was to establish the effect of knowledge management practices on quality service delivery at Equity Bank headquarters. Particularly, the study aimed to establish the effect of knowledge acquisition, sharing, creation, and application on quality-of-service delivery at Equity Bank headquarters. The research was centered on the knowledge-based theory of the firm and the SERVQUAL Model. The study utilized both explanatory and descriptive research framework. The Equity Bank headquarters in Nairobi City County was the target population. The observation unit was 25 staff working in middle-level management and 105 staff working in low-level management at the Equity Bank head Office. A census approach was used, and hence all the 130 middle and low-level management staff were utilized. To acquire primary data, semi-structured questionnaires were employed. A pilot study aimed at pretesting and validating the questionnaire was conducted with low-level management and middle-level management of Equity Bank Mundi Mbingu branch. Content validity was evaluated via a comprehensive process that involved not only the input of the research supervisor but also insights from relevant theories and prior studies. Face validity was assessed by the investigator in consultation with the supervisor to verify that the instrument seems to gauge what it is meant to gauge. Construct validity was further examined using confirmatory factor analysis. To assess reliability, Cronbach’s alpha was employed to measure internal consistency, with a threshold of 0.7 deemed acceptable. The research instruments were designed to gather both quantitative and qualitative data. Themes were created by adopting content analysis to the qualitative data acquired from open-ended questions. SPSS, version 28, was utilized to evaluate quantitative data obtained from the surveys utilizing both inferential and descriptive statistics. Standard deviation, percentages, mean, and frequency distribution served as examples of descriptive statistics. Inferential statistics consisted Pearson correlation along with regression analysis. The findings were presented in figures and tables, like pie charts and bar charts. The research found that knowledge acquisition (β₁=0.629, p-value=0.000), knowledge sharing (β₁=0.481, p-value=0.000), knowledge creation (β₁=0.317, p-value=0.000), and knowledge application (β₁=0.231, p-value=0.000) has a positive and significant effect on quality-of-service delivery at Equity Bank headquarters in Nairobi City County. The study concludes that knowledge acquisition, knowledge sharing, knowledge creation, and knowledge application significantly affects quality of service delivery at Equity Bank. The research recommends that Equity Bank should strengthen knowledge application, creation, sharing, and acquisition by investing in continuous training, fostering collaboration, encouraging innovation, and implementing technology-driven knowledge management systems. In addition, the bank should establish structured knowledge-sharing platforms, reward knowledge contributions, and facilitate evidence-based decision-making to strengthen service quality and customer satisfaction.
Description
A Research Project Submitted to the School Of Business, Economics and Tourism in Partial Fulfilment for the Award of Master of Business Administration (Strategic Management) Degree from Kenyatta University. October 2025
Supervisor
Jane Wanjira