IDEAS home Printed from https://ideas.repec.org/a/nap/nijbmr/2019p109-117.html
   My bibliography  Save this article

Strategic Leadership On Customer Service Delivery In The Ministry Of Industry, Investment And Trade In Kenya

Author

Listed:
  • Josiah M. Thiriku

    (Kenyatta University, Nairobi, Kenya)

  • Henry O. Kegoro

    (School of Business, Department of Business Administration, Kenyatta University, Nairobi, Kenya)

Abstract

Service delivery gaps, influence of technology and globalization not only make State owned corporations in Kenya to realign their strategies with changing business trends but also to rethink on strategic leadership in order to remain competitive. Given that little attention has been paid by researchers in relation to the link technological initiatives and service delivery in public service organization, this study aimed at investigating the effect of strategic drivers on customer service delivery in State owned corporations in the ministry of industry, investment and trade in Kenya. The specific objectives that guide the study were to determine the effect of strategic leadership on customer service delivery of State owned corporations in the ministry of industry, investment and trade in Kenya. Theories that informed this study were dynamic capability theory. Cross-sectional research design was adopted to collect data from respondents. The target population of the study comprised 557 respondents who were selected from the 13 entities in the ministry of industry, investment and trade in Kenya. The unit of analysis was State entities while unit of observation was employees of entities in the ministry of industry, investment and trade in Kenya. Stratified sampling technique was used to select respondents Israel formula was used to calculate the ideal sample size of 371 respondents. Primary data was collected using structured questionnaires with open and closed ended questions. Secondary data was collected from Acts of parliament and service delivery charters on public service delivery and annual performance reports. Qualitative data was analyzed using content analysis method while Statistical Package of Social Sciences (SPSS) software version 21 was used to analyze data quantitatively. Descriptive, correlation and regression methods were conducted to determine the effect between variables. Descriptive statistics such as mean scores, standard deviations, percentages and frequencies were used to describe general behaviour of data. The analyzed data was presented in form of tables and figures. The results revealed that there existed a positive significant relationship between strategic leadership and customer service delivery. strategic leadership (r = .642, p

Suggested Citation

  • Josiah M. Thiriku & Henry O. Kegoro, 2019. "Strategic Leadership On Customer Service Delivery In The Ministry Of Industry, Investment And Trade In Kenya," Noble International Journal of Business and Management Research, Noble Academic Publsiher, vol. 3(8), pages 109-117, August.
    • Handle: RePEc:nap:nijbmr:2019:p:109-117
    as

    Download full text from publisher

    File URL: https://www.napublisher.org/pdf-files/NIJBMR-3(8)-109-117.pdf
    Download Restriction: no
    File URL: https://www.napublisher.org/?ic=journal&journal=8&month=08-2019&issue=8&volume=3
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. David J. Teece & Gary Pisano & Amy Shuen, 1997. "Dynamic capabilities and strategic management," Strategic Management Journal, Wiley Blackwell, vol. 18(7), pages 509-533, August.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Swen Nadkarni & Reinhard Prügl, 2021. "Digital transformation: a review, synthesis and opportunities for future research," Management Review Quarterly, Springer, vol. 71(2), pages 233-341, April.
    2. Kibaek Lee & Jaeheung Yoo & Munkee Choi & Hangjung Zo & Andrew P Ciganek, 2016. "Does External Knowledge Sourcing Enhance Market Performance? Evidence from the Korean Manufacturing Industry," PLOS ONE, Public Library of Science, vol. 11(12), pages 1-19, December.
    3. Panagiotis Trivellas & Georgios Malindretos & Panagiotis Reklitis, 2020. "Implications of Green Logistics Management on Sustainable Business and Supply Chain Performance: Evidence from a Survey in the Greek Agri-Food Sector," Sustainability, MDPI, vol. 12(24), pages 1-29, December.
    4. Jiatong Yu & Jiajue Wang & Taesoo Moon, 2022. "Influence of Digital Transformation Capability on Operational Performance," Sustainability, MDPI, vol. 14(13), pages 1-20, June.
    5. Chinho Lin & Ming-Lung Hsu & David C. Yen & Ping-Jung Hsieh & Hua-Ling Tsai & Tsung-Hsien Kuo, 2013. "Prototype system for pursuing firm’s core capability," Information Systems Frontiers, Springer, vol. 15(3), pages 497-509, July.
    6. Chin‐jung Luan & Chengli Tien & Pei‐hua Wu, 2013. "Strategizing Environmental Policy and Compliance for Firm Economic Sustainability: Evidence from Taiwanese Electronics Firms," Business Strategy and the Environment, Wiley Blackwell, vol. 22(8), pages 517-546, December.
    7. Adrian Gourlay & Jonathan Seaton, 2004. "The determinants of firm diversification in UK quoted companies," Applied Economics, Taylor & Francis Journals, vol. 36(18), pages 2059-2071.
    8. John A. Parnell, 2017. "Cronyism from the Perspective of the Firm: A Cross-National Assessment of Nonmarket Strategy," Journal of Private Enterprise, The Association of Private Enterprise Education, vol. 32(Fall 2017), pages 47-74.
    9. Abiodun Tope Samson, 2015. "The Impact of Entrepreneurial Orientation, Reconfiguring Capability and Moderation of Environmental Turbulence on Export Performance of SMEs in Nigeria," Journal of Economics and Behavioral Studies, AMH International, vol. 7(3), pages 76-87.
    10. Piñeiro-Chousa, Juan & López-Cabarcos, M. Ángeles & Romero-Castro, Noelia María & Pérez-Pico, Ada María, 2020. "Innovation, entrepreneurship and knowledge in the business scientific field: Mapping the research front," Journal of Business Research, Elsevier, vol. 115(C), pages 475-485.
    11. Tobias Knabke & Sebastian Olbrich, 2018. "Building novel capabilities to enable business intelligence agility: results from a quantitative study," Information Systems and e-Business Management, Springer, vol. 16(3), pages 493-546, August.
    12. Filippo Carlo Wezel & Gino Cattani & Johannes M. Pennings, 2006. "Competitive Implications of Interfirm Mobility," Organization Science, INFORMS, vol. 17(6), pages 691-709, December.
    13. Christiana Müller & Stefan Vorbach, 2015. "Enabling Business Model Change: Evidence from High-Technology Firms," Journal of Entrepreneurship, Management and Innovation, Fundacja Upowszechniająca Wiedzę i Naukę "Cognitione", vol. 11(1), pages 53-75.
    14. Venugopal Gopalakrishna-Remani & Robert Paul Jones & Kerri M. Camp, 2019. "Levels of EMR Adoption in U.S. Hospitals: An Empirical Examination of Absorptive Capacity, Institutional Pressures, Top Management Beliefs, and Participation," Information Systems Frontiers, Springer, vol. 21(6), pages 1325-1344, December.
    15. Cécile Fonrouge & Cécile Ayerbe, 2005. "Les transitions entre innovations : études de cas et proposition d'une grille d'interprétation," Post-Print halshs-00696111, HAL.
    16. Helena Holter Antonsen & Dag Øivind Madsen, 2021. "Developing a Maturity Model for the Compliance Function of Investment Firms: A Preliminary Case Study from Norway," Administrative Sciences, MDPI, vol. 11(4), pages 1-34, October.
    17. Christoph P. Kiefer & Pablo Del Río González & Javier Carrillo‐Hermosilla, 2019. "Drivers and barriers of eco‐innovation types for sustainable transitions: A quantitative perspective," Business Strategy and the Environment, Wiley Blackwell, vol. 28(1), pages 155-172, January.
    18. Peter E. Harland & Zakir Uddin & Sven Laudien, 2020. "Product platforms as a lever of competitive advantage on a company-wide level: a resource management perspective," Review of Managerial Science, Springer, vol. 14(1), pages 137-158, February.
    19. Luis Araya-Castillo & Felipe Hernández-Perlines & Hugo Moraga & Antonio Ariza-Montes, 2021. "Scientometric Analysis of Research on Socioemotional Wealth," Sustainability, MDPI, vol. 13(7), pages 1-26, March.
    20. FeCheng Ma & Farhan Khan & Kashif Ullah Khan & Si XiangYun, 2021. "Investigating the Impact of Information Technology, Absorptive Capacity, and Dynamic Capabilities on Firm Performance: An Empirical Study," SAGE Open, , vol. 11(4), pages 21582440211, November.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:nap:nijbmr:2019:p:109-117. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Managing Editor (email available below). General contact details of provider: https://www.napublisher.org/?ic=journal&journal=8&info=aims .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.