Employee training and operational performance of firms in the financial services sector in Kenya

Abstract

In this study, the relationship between employee training initiatives and operational performance through service strategy as a moderating variable and operational efficiency is analyzed within the service setting of firms in financial services sector in Kenya. Regression analysis model is applied in order to enhance understanding of interactions. The effect of employee training initiative is analyzed as to how it brings operational performance to an organization. This study proves that employee training initiatives has a significant positive and direct effect on operational performance. The fact that is especially relevant is that service strategy plays a more intense moderating role for efficiency performance measures than for customer satisfaction performance measures.