Strategic management practices and service delivery among Business Membership Organizations in Kenya

Abstract

Strategic management is managerial decisions and actions that determine the long-run performance of a corporation about the service being offered. The main objective of the study was to establish strategic management actors affecting service delivery among business membership organizations in Kenya; a case of the Kenya Association of Manufacturers. The specific objectives of the study were to examine the effect of strategic management variables namely leadership, innovation, and service monitoring and evaluation on service delivery. The study was guided by strategic choice theory and stakeholders theory which informed the study variables. The main research design that was adopted in the study was descriptive in trying to establish the relationship between strategic management practices and service delivery. The target population for the study was 200 employees and members of KAM. A sample of 133 was considered using a random sampling technique in the study that consisted of employees and members of KAM. Primary data was collected through the use of semi-structured questionnaires. Drop and pick method was used to distribute questionnaires to the respondents. The pilot study was conducted to test the reliability of the questionnaires using Cronbach-alpha. Data was cleaned, coded, and entered into the SPSS version then analyzed using descriptive statistics; mean, standard deviation, frequency, and percentages. Inferential statistics such as ANOVA, F-statistic, correlation, and regression analysis were conducted to examine the strength and significance of strategic management variables on service delivery among membership organizations in Kenya. The findings show that strategic leadership significantly influences service delivery among BMOs (B = .646, p < .001); strategic innovation has a significant and positive influence on service delivery (B = .528, p < .001), and; strategic monitoring and evaluation has a significant and positive influence on service delivery (B = .618, p < .001). The study findings will be significant to the management of KAM, policy makers, and academicians.