Top Management Commitment and Performance of Family Bank Limited, Kenya
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Date
2023
Authors
Ndiritu, Evelyne Nyakio
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta university
Abstract
Top management commitment plays a vital role in implementing a quality management
system and performance. Organizations in various sectors have a similarity in the assertions
that top management should be actively interested in and committed to enhancing the
organization's quality. The objective of this study is to establish how top management
commitment is influencing the performance of Family Bank Limited. The research was
guided by the following specific objectives: to determine how resource availability,
customer focus, staff competency and continual improvement affects the overall
performance at Family Bank Limited. The upper echelon theory, stakeholder theory,
quality improvement theory, and Deming quality improvement model served as the study's
pillars. The study used a descriptive research approach with the senior management of
Family Bank Limited as the target group. The Statistical Package for Social Sciences was
used to evaluate the quantitative data acquired using descriptive and inferential statistics
(SPSS). Validity was tested using the appointed supervisor. Reliability was based on 0.7
threshold. The majority of respondents indicated that there were adequate staff and
employees to carry out the roles of the organization and this ensures performance. Majority
opined that understanding the availability of the bank resources enabled them to make
informed resource allocation decisions, conduct feasibility analyses, and generate greater
returns from their operations. Customer-focused performance is a business method to
measuring performance in terms of customer retention, customer satisfaction, service
response time. Under this strategy, all procedures in the bank are adjusted to suit client
requirements and satisfy their expectations. The employees were moderately qualified to
carry out their respective roles within the organization, staff education and training was
moderately done. Continuous improvement is a constant attempt to enhance all
organizational elements, including processes, tools, products, and services. The bank
strived to minimize defects during service provision, strives to reduce waiting time in all
our operations, encourages new products/services development as well as promoting
creativity and innovation and the organizations aim at being flexible and dynamic in
handling all of the challenges that come their way. The study concluded that customer
focus significantly and positively affects organizational performance. The bank had begun
a process of continuous improvement to meet the needs of its customers. The bank was
able to satisfy customer needs and desires.
Description
A Research Project Submitted to the School of Business,
Economics and Tourism in Partial Fulfillment of the
Requirements for the Award of Masters of Business
Administration Degree (Strategic Management), Kenyatta
University
Keywords
Management Commitment, Family Bank Limited, Kenya