Edward, Armstrong Mutua2025-02-262025-02-262024-08https://ir-library.ku.ac.ke/handle/123456789/29660A Research Project Submitted to the School of Business, Economics, and Tourism in Partial Fulfillment of the Requirement for the Award of the Degree of Master of Business Administration (Strategic Management) Kenyatta University, October 2024. Supervisor Priscilla NdegwaA significant change in healthcare systems' delivery and thinking has been witnessed in recent years. This is because, to provide plausible and oriented services to patients who have become the cornerstone of overall processes, many organizations have devised new models to meet performance globally. However, a report by the World Health Organization shows that Kenya needs a more robust healthcare sector characterized by the unavailability of required medical facilities, lack of compensation for employees, incompetent customer service provision, and lack of significant strategy for development. Relationship management, as a strategy for businesses, establishes, fosters, and provides abiding profit-making strategies. This study assessed whether adopting relationship management strategies will influence the performance of Mater Misericordiae Hospital in Nairobi. In particular, the study sought to establish the effect of employee, customer, and supplier relations on the performance of Mater Misericordiae Hospital in Nairobi City, Kenya. The study adopted a descriptive research design and a census sampling technique. The target population for the study was 78 managers comprising top and middle-level management staff and departmental heads of Mater Misericordiae Hospital. The data collection tools employed were open and closed-ended questionnaires. Questionnaire validity was achieved through the establishment of construct validity, while reliability was achieved through a Cronbach Alpha value of above 0.7. Data analysis was done using descriptive statistics and multiple regression and presented in tables and figures. The results from correlation analysis indicated that all independent variables had a strong and positive impact on performance since r values for all independent variables ranged between 0.5-0.9. Results from the findings included that, from all three variable studies, employee relations had the most decisive influence on the performance of the healthcare facility, indicated by r = 0.716 and p-value <.001, followed by customer relations and, finally, supplier relations. The study concluded that relationship management strategies are part and parcel tools to organizational performance. Further, the findings showed that Mater Misericordiae Hospital in Nairobi City, Kenya, had adopted core relationship management strategies, which included employee, customer, and supplier relations. The study recommends that health facility management should employ relationship management strategies in their plans to ensure that they achieve better cycle times with better relationship management strategies while refining quality, delivery reliability, and obtainability.enThesis