Strategic Leadership and Service Delivery At Konza Technopolis Development Authority, Kenya
DOI:
https://doi.org/10.53819/81018102t2541Abstract
Konza Technopolis Development Authority in Kenya has experienced challenges in service delivery, notably delay in provision of services and slow response to customer complaints. While strategic leadership has received attention in literature, its role in service delivery of the firm, especially in the context of Konza Technopolis Development Authority has remained unexplored. Thus, the general objective of this study was to establish how service delivery at KoTDA may be influenced by its strategic leadership. In specific terms, strategic direction and ethical practices were explored in relation to service delivery at Konza Technopolis Development Authority, Kenya. The Service Quality model, contingency theory, strategic leadership theory and human capital theory anchored the study variables. Descriptive survey design was adopted targeting employees working at Konza Technopolis Development Authority and investors (customers) adding to 255 respondents. From these, 156 respondents were sampled in strategic and random terms. Questionnaires gathered participants' insights. Pilot study was done using 6% of the sample size by respondents from Konza Technopolis Development Authority to validate and determine reliability of the instrument. SPSS guided quantitative analysis to be descriptively and inferentially conducted and content analysis for qualitative statistics. The study established that strategic direction (M=3.78, β=.362, p=.000<0.05) and ethical practices (M=3.69, β=.306, p=.018<0.05) were all practiced at Konza Technopolis Development Authority and they significantly predicted its service delivery. The study concluded that strategic leadership is a significant predictor of service delivery. It was recommended that senior managers working at Konza Technopolis Development Authority, Kenya should constantly review the vision and mission statements in response to the changes in the environment in order to influence service delivery. All employees working at the Konza Technopolis Development Authority, Kenya should be trained and guided on integrity and transparency issues through regular seminars and workshops.
Keyterms: Strategic leadership, Strategic Direction, Ethical Practices, Service Delivery
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