Knowledge Acquisition and Quality of Service Delivery at Equity Bank Headquarters in Nairobi City County, Kenya

Deborah Nyanchama Ong’era, Dr. Jane Wanjira

Abstract


Effective service delivery is a fundamental component of any firm’s success. Organizations strive to ensure that clients receive high-quality service at every point of interaction. However, in the case of Equity Bank, satisfactory service delivery has remained a significant challenge and a major source of frustration for its customers. A review of existing literature reveals limited empirical evidence on the effect of knowledge acquisition on service delivery within the banking industry. Therefore, the study sought to establish the effect of knowledge acquisition on quality service delivery at Equity Bank headquarters in Nairobi City County. The research was based on knowledge-based theory of the firm. The research utilized both descriptive and explanatory research designs. The unit of observation was 25 staff working in middle level management and 105 staff working in low level management at the Equity Bank head Office. A census approach was used. Semi-structured questionnaires were employed for primary data collection. Validity and reliability were assessed through pilot study and cronbanch alpha. Both quantitative and qualitative data was collected. Content analysis was used to analyse qualitative data obtained while quantitative data was analyzed using both inferential and descriptive statistics The study found that knowledge acquisition has positive and significant effect on quality of service delivery at Equity Bank headquarters in Nairobi City County (??=0.629, p-value=0.000). The study concludes that employees’ proactive efforts to seek knowledge from both external and internal sources greatly contribute to enhanced efficiency and improved service delivery at Equity Bank. To enhance service delivery, Equity Bank should establish structured cross-functional knowledge-sharing platforms and invest in regular training programs focused on strategic knowledge acquisition. Additionally, the bank should adopt advanced documentation systems to streamline knowledge storage and retrieval, ensuring employees have timely access to accurate and relevant information.

Keywords: Knowledge Acquisition, Quality Service Delivery, Customer Satisfaction 


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References


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