Strategic Leadership and Service Delivery Among Commercial Banks in Kenya

Abstract

Effective strategic leadership practices require strong leadership techniques to encourage management and achieve organizational goals while shaping strategic intent. Strategic leadership affects service delivery and its an epitome of management and organizational success in service delivery. Strategic leadership plays a vital role in the success of a business, necessitating the capacity to predict market fluctuations, adjust accordingly, and cultivate a culture focused on achieving high performance. This study intends to fill a research vacuum by investigating the influence of strategic leadership on service delivery in Kenyan commercial banks, an area that has not been extensively studied despite existing research on the impact of strategic leadership in many industries. This study uses Contingency Theory and Upper Echelons Theory to examine how contextual factors and strategic management practices affect commercial bank service delivery, particularly in Kenya's dynamic and competitive banking sector. The study employed a descriptive survey research design integrating both quantitative and qualitative research methods. The target population comprised all 47 commercial banks in Kenya with their headquarters in Nairobi. Primary data was collected via researcher-administered questionnaires to ensure a high response rate. This study findings revealed that Strategic Leadership has a positive impact on the service delivery of commercial banks in Kenya. The results of the regression analysis, which were statistically significant, demonstrated that all components of Strategic Leadership, such as strategic direction, human capacity development, strategic design, and strategy control, contribute positively to service delivery..........................