ROLE OF KNOWLEDGE MANAGEMENT ON SERVICE DELIVERY IN PUBLIC HOSPITALS IN NAIROBI CITY COUNTY, KENYA
Abstract
The purpose of the study was to establish the influence of knowledge management practices on service delivery in the public hospitals in Nairobi City County, Kenya. The study was anchored to adaptive saturation theory, Organizational knowledge conversion theory and Knowledge based theory. The study employed descriptive research design. The target population was 145 head of departments of the public hospitals in Nairobi City County, Kenya. The data collection instruments were questionnaire and study used census approach to collect primary data. Quantitative data collected was analysed by the use of descriptive statistics using SPSS (version 24) as the tool of choice and presented through diverse measures that include percentages, means, standard deviations and frequencies. Multiple regression analysis was used to establish the relation among the variables. The correlation coefficient was 0.852. This indicated a very strong postive relationship between the independent variable and depedent variable. The study recommended that there is need to enhance knowledge acquisition to improve service delivery in the public hospitals in Kenya. The public hospitals should frequently support conferences for employees to acquire knowledge. The hospital should employee freely dialogues in order to acquire knowledge. The study recommended that there is need to improve knowledge creation on service delivery in the public hospitals in Kenya. The study established that knowledge enables creation of new products and services to meet customer need. The hospitals need to be encouraged to innovate for better services. The study further recommended that public hospitals ought to embrace knowledge sharing as a key driver to innovation and productivity. The public hospitals ought to organize meetings to enable sharing of knowledge and borrowing of better ideas to the enterprises. There is need to have adequate knowledge storage in the public hospitals in Kenya. There is need for the hospitals to have all important documents filed well for future references.
CITATION: Kijugu, M. M., & Moronge, M. (2021). Role of knowledge management on service delivery in public hospitals in Nairobi City County, Kenya. The Strategic Journal of Business & Change Management, 8 (4), 357 – 371.
Key Words: Knowledge Creation, Knowledge Acquisition, Knowledge Sharing, Knowledge Storage
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DOI: http://dx.doi.org/10.61426/sjbcm.v8i4.2105
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