George F. Charo, Dr. Jared Deya (PhD)


In this study, the primary objective was to investigate the intricate relationship between organizational agility and the competitive advantage of telecommunication firms operating in Kenya. Organizational agility, a pivotal concept in today’s fast-paced and turbulent business landscape, denotes an organization's capacity to swiftly adapt, renew itself, and excel in environments marked by ambiguity and rapid change, ultimately outperforming industry rivals. The telecommunication industry in Kenya, comprising approximately 58 registered firms, faces multifaceted challenges, including protracted licensing processes, regulatory hurdles, untapped potential in mobile commerce (m-commerce), and the need for an enabling framework for services like mobile banking. Despite these challenges and intense market competition, telecommunication firms must continually adapt and innovate to maintain relevance and gain a competitive edge. The research encompassed two critical facets of agility: customer agility, and employee agility. The overarching goal was to ascertain how these dimensions of organizational agility influence the competitive advantage of telecommunication firms in Kenya. The study adopted a descriptive research design, focusing on seven major telecommunication firms selected from the broader pool of 58. Data was collected from 203 top and functional department heads using structured questionnaires and analyzed using both qualitative and quantitative methods. The findings revealed significant relationships between agility dimensions and firm competitiveness. Customer agility emerged as an effective strategy, positively impacting efficiency and competitiveness. Employee agility was actively practiced and contributed to competitiveness through enhanced working environments and proactive employees. Recommendations stemming from these findings encompass managerial actions an policy suggestions on enhancing competitiveness in Kenya's telecommunication industry.

Keywords: Organization Agility, Consumers’ Agility, Employees’ Agility, Competitive Advantage


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