EFFECT OF TOP MANAGEMENT SUPPORT ON OPERATIONAL PERFORMANCE OF COMMERCIAL BANKS IN NANDI COUNTY, KENYA
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Date
2009
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European Journal of Management and Marketing Studies
Abstract
This paper looks at the effect of top management commitment and support on
operational performance of commercial banks in the County of Nandi, Kenya.
Commercial banks’ operational performance is pegged on reliability of services,
dependability of services and also speed to which critical operations are performed for
improving customer satisfaction. However, over the years the Kenya’s banking
industry has consistently been characterized by persistent operational inefficiency and
customer problems due to poor services. The study adopted ex-post facto research
approach strategy. The target population consisted of 177 commercial bank employees
in Nandi County. A simple random sampling technique was used to select a sample of
123 employees. The study used questionnaire as instrument for data collection. The
study found out that top management support was a regular QMS practice evidenced
in Nandi County commercial banks. Through top-down approach, regular top down
communication thrived well and the top management regularly reviewed
organizations’ QMS at planned intervals to ensure effectiveness and continuity.
Correlation statistics computed showed that there existed significant positive effect (p
<0.05) of top management support on commercial banks operational performance. The
study recommends that: there is need for creation and sustenance of shared values and
fairness for all employees working in the bank without discrimination.
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Citation
Praxidis Jemutai Sirma, Meshack Misoi, & Francis Omillo. (2019). EFFECT OF TOP MANAGEMENT SUPPORT ON OPERATIONAL PERFORMANCE OF COMMERCIAL BANKS IN NANDI COUNTY, KENYA. European Journal of Management and Marketing Studies, 4(1).