Effect of Knowledge Management on Service Delivery of Firms Listed at Nairobi Securities Exchange
Abstract
Knowledge management is increasingly gaining traction in most organizations around the world
that need to gain and maintain their competitive edge at the marketplace. Intellectual capital theory
asserts that constant exchange and diffusion of knowledge within an organization and preserving
the knowledge creates competitive advantage. Knowledge-based theory similarly emphasises that
knowledge is an intellectual capital that distinguishes one firm from another, creating a sustainable
competitive advantage when properly managed. Despite the increased interest in the field of KM
globally, majority of studies concentrate on product-based companies, with minimal studies
focusing on the service industry. This informed the objective of this study to determine the effect
of knowledge management on service delivery of firms listed at NSE, Kenya. Descriptive survey
research design was adopted to investigate the effect of KM on service delivery, and the primary
data collected from 30 service industry firms listed at NSE through the help of structured
questionnaire. Descriptive statistics through the help of SPSS was employed to undertake the
analysis. The regression summary found a strong positive relationship between knowledge
management and service delivery of firms listed at NSE. The results of correlation analysis also
found that service delivery had cumulative positive correlation with knowledge management
practices. Based on the finding, the study strongly recommends that all companies listed at NSE
to adopt knowledge management practices in their respective firms in order to enhance their
service delivery.
Publisher
University of Nairobi
Rights
Attribution-NonCommercial-NoDerivs 3.0 United StatesUsage Rights
http://creativecommons.org/licenses/by-nc-nd/3.0/us/Collections
- School of Business [1516]
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