Implications of Strategic Management Practice in Enhancing Service Delivery: The Case of KCB

Simple item page
dc.contributor.authorArusei, Jeremiah K.
dc.date.accessioned2024-10-11T08:38:57Z
dc.date.available2024-10-11T08:38:57Z
dc.date.issued2012-05
dc.descriptionMASTER OF BUSINESS ADMINISTRATION in Strategic Management
dc.description.abstractThe liberalization of the economy has created a competitive culture, which has taken the service industry and particularly the banking industry in Kenya by the storm. In today’s retail banking environment strategic management, effective service delivery and customer satisfaction are an indispensable competitive strategy, forcing banks like KCB Ltd to integrated strategies into their management practice. This research examined the implications of strategic management in enhancing service delivery at KCB Ltd. The objectives were to identify the strategic management practices at KCB, to find out the effects of strategic management practices in KCB on service delivery, and to determine the efficiency of the management strategies in enhancing service delivery at KCB. The researcher carried out a descriptive analysis using a stratified random sampling. Collected with the use of the questionnaires and interviews, the data were analysed using the Statistical Package for the Social Sciences (SPSS). The findings revealed that training was important to all the employees as it enhanced service delivery. The study also revealed that the employees needed to be supported in training, team building, and empowerment so that to reduce the high turnover of the organisation and established that the adoption of strategic management practice was considered indispensable and should be integrated within KCB’s method of improving service delivery. This research recommends further studies should be done to identify more variables associated with strategic management that are assumed to affect service delivery.
dc.description.sponsorshipDaystar University, School of Business and Economics
dc.identifier.citationArusei, J. K. (2012). Implications of Strategic Management Practice in Enhancing Service Delivery: The Case of KCB. Daystar University, School of Business and Economics
dc.identifier.urihttps://repository.daystar.ac.ke/handle/123456789/5385
dc.language.isoen
dc.publisherDaystar University, School of Business and Economics
dc.subjectliberalization
dc.subjectcompetitive culture
dc.subjectmanagement practices
dc.titleImplications of Strategic Management Practice in Enhancing Service Delivery: The Case of KCB
dc.typeThesis

Files

Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
Implications of Strategic Management Practice in Enhancing Service Delivery The Case of KCB.pdf
Size:
249.87 KB
Format:
Adobe Portable Document Format
Download
License bundle
Now showing 1 - 1 of 1
No Thumbnail Available
Name:
license.txt
Size:
1.71 KB
Format:
Item-specific license agreed upon to submission
Description:
Download

Collections

School of Business and Economics