IDEAS home Printed from https://ideas.repec.org/a/bdu/ojjhrl/v6y2021i2p22-33id1463.html
   My bibliography  Save this article

Influence Of Top Leadership Support On Customer Relationship Management In Private Hospitals In Kenya

Author

Listed:
  • Faithmercy Wanyi Muthigah
  • Prof. David Kiragu, PhD
  • Dr. Anne Sang PhD

Abstract

Purpose: The purpose of this study was to evaluate the influence of top leadership support on customer relationship management in private hospitals in Kenya Materials and Methods: The study adopted descriptive survey design. It targeted 161 private hospitals which are accredited by NHIF in Kenya and which formed the unit of analysis of the study. Simple random sampling was then be used to obtain the 644 respondents. The researcher utilized a structured questionnaire with a five-point Likert scale to gather the data. The collected data was coded and entered in SPSS for further analysis. Descriptive and inferential analysis was conducted. Before inferential analysis was conducted, diagnostics tests were done. Results: The study confirmed that there existed a statistically significant relationship between top leadership support and customer relationship in Kenya, rejecting the null hypothesis and supporting the alternative hypothesis that there is a positive relationship between top leadership support and CRM. Top leadership explained 58.5% of CRM and this implies that if private hospitals boost top leadership support like staff motivation, delegation of duties, mentorship and coaching and strategic planning, staff morale would increase leading to high performance Unique contribution to theory, practice and policy: The study recommends that top leaders/management should support strategic policy process from formulation, development all through to implementation to ensure effective application of CRM in their institutions.

Suggested Citation

  • Faithmercy Wanyi Muthigah & Prof. David Kiragu, PhD & Dr. Anne Sang PhD, 2021. "Influence Of Top Leadership Support On Customer Relationship Management In Private Hospitals In Kenya," Journal of Human Resource and Leadership, IPRJB, vol. 6(2), pages 22-33.
    • Handle: RePEc:bdu:ojjhrl:v:6:y:2021:i:2:p:22-33:id:1463
    as

    Download full text from publisher

    File URL: https://iprjb.org/journals/index.php/JHRL/article/view/1463
    Download Restriction: no
    ---><---

    More about this item

    Keywords

    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    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:bdu:ojjhrl:v:6:y:2021:i:2:p:22-33:id:1463. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Chief Editor (email available below). General contact details of provider: https://iprjb.org/journals/index.php/JHRL/ .

    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.