ORGANIZATIONAL LEARNING AND SERVICE DELIVERY OF COMMERCIAL BANKS IN NORTH RIFT REGION, KENYA
Abstract
Organizational learning has been fronted as a key to addressing the performance crisis as organizations come to terms with the reality of change as is the case with the banking sector. There is need to organizational learning in an organization and to be aware of the changing nature of the organization’s external environment. Therefore, the study assessed how organizational learning influences service delivery of commercial banks in North Rift Region, Kenya. The study sought to answer the following research question: how does organizational learning influence service delivery of commercial banks in North Rift Region, Kenya. The study used Kurt Lewin Three Step Change. The study employed mixed methods approach where it used convergent parallel research design to collect information from respondents. The target population comprised of employees and customers of commercial banks in North Rift Region. Stratified random sampling technique was used to select 417 respondents (317 employees and 100 customers). Questionnaire and interview schedule were used as data collection instruments. The validity of the questionnaire was examined using both content and face validity. To test reliability, Cronbach’s alpha was used to test internal consistency of the data. Quantitative and qualitative techniques were used to analyze the data. Thematic analysis was used to analyze qualitative data. Descriptive statistics included measures of central tendency that is mean, standard deviation, frequencies and percentages. The inferential statistics involved multiple regression analysis to test the hypothesis. The researcher found out that organizational learning, influences service delivery of commercial banks. The study concludes that organizational learning affects commercial banks in North Rift Region, Kenya. The study recommends that the management of the banks should provide different organizational learning programs to enhance job satisfaction and employee performance thus increasing service delivery in the banks.
Key Words: Employee Training, Job Satisfaction, Service Delivery
CITATION: Jepchumba, B., Wanza, L., & Jemaiyo, B. (2024). Organizational learning and service delivery of commercial banks in North Rift Region, Kenya. The Strategic Journal of Business & Change Management, 11 (3), 544 – 560. http://dx.doi.org/10.61426/sjbcm.v11i3.3043
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DOI: http://dx.doi.org/10.61426/sjbcm.v11i3.3043
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