Publication:

Analysis of Strategy Implementation Process on Service Delivery of Commercial Banks in Mombasa County

The purpose of this research is to determine how the strategy implementation process affects the service delivery of commercial banks in Mombasa County. The study's goals are to determine the effect of strategy articulation on commercial banks' ability to provide services in Mombasa County, the effect of strategic communication on commercial banks' ability to provide services in Mombasa County, the effect of strategic control on commercial banks' ability to provide services in Mombasa County, the effect of strategic engagement on commercial banks' ability to provide services in Mombasa County, and the degree to which commercial banks' ability to provide services in Mombasa County. The study is significant because it will highlight critical issues and provide guidelines on strategic management, which plays an important role in any business organization by developing strategies that help the organization achieve its goals. The research was founded on three theories: emergent approach theory, resource based theory, and Vmosa model. The study employed a cross-sectional qualitative research design to investigate the effects of strategy implementation on commercial bank service delivery in Mombasa County. The target audience consisted of (35) thirty-five Regional Managers from each commercial bank. Because the target population is small and manageable, the researcher used a census as a sampling technique. The questionnaires used in the study were both open-ended and closed-ended. The questionnaires were completed by the (35) thirty-five Regional Managers of Commercial Banks participating in this study. Face validity and content validity were used to determine the validity of the research instrument. The instrument's reliability was established through the pre-testing of 5 questionnaires in Kilifi County. Using SPSS, descriptive and inferential statistics were used to analyze data, which was obtained in percentages and frequencies and presented in tables and graphs. The effects of the independent variables on the dependent variable were investigated using multiple linear regressions. Strategic articulation (= 0.456; p 0.05), strategic communication (= 0.126; p 0.05), strategic control ( = 0.137; p 0.05), strategic engagement ( = 0.244; p 0.05), and strategic translation ( = 0.205; p 0.05) were all found to have a positive effect in the study. As a result, the study concluded that strategy articulation, strategy communication, strategy control, strategy engagement, and strategy translation were important predictors of commercial bank service delivery. The study recommended that banks invest in financial innovation research, and that all commercial banks in Mombasa County use strategic planning as a guide to charting their path to profitability