Top Management Commitment and Performance of Family Bank Limited, Kenya

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dc.contributor.advisorShadrack Betten_US
dc.contributor.authorNdiritu, Evelyne Nyakio
dc.date.accessioned2023-08-10T09:34:22Z
dc.date.available2023-08-10T09:34:22Z
dc.date.issued2023
dc.descriptionA 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 Universityen_US
dc.description.abstractTop 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.en_US
dc.description.sponsorshipkenyatta universityen_US
dc.identifier.urihttp://ir-library.ku.ac.ke/handle/123456789/26743
dc.language.isoenen_US
dc.publisherKenyatta universityen_US
dc.subjectManagement Commitmenten_US
dc.subjectFamily Bank Limiteden_US
dc.subjectKenyaen_US
dc.titleTop Management Commitment and Performance of Family Bank Limited, Kenyaen_US
dc.typeThesisen_US
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