Effect of Strategy Implementation on Quality Service Delivery of Mission Hospitals in Meru County, Kenya

Abstract

The operations within a workplace or organization that are planned to facilitate the achievement of strategic plan are referred to as strategy implementation. Strategy implementation incorporates functional areas such as management of information, human resources, accounting and marketing. The strategy selected would in a big way influence the quality of services delivered in mission hospitals. This study therefore examined the association between implementation of strategy and service delivery quality among mission Hospitals in Meru County. The research determined the effect of management structure, the influence of financial capability, the effect of human resource, the influence of communication on quality service delivery of mission hospitals in Meru County. The theories that underpinned this study were resource-based view theory, contingency theory and strategic fit theory. Descriptive research design was adopted. Both primary and secondary data sources were used. Secondary data were obtained from published scholarly sources, while primary data was collected using questionnaires. The target population was one hundred twenty-eight (128) respondents from the mission hospitals in Meru County. A pilot study was conducted at Chuka Mission Hospital in Tharaka Nithi County to test reliability of the research instrument. The questionnaires were distributed to one person in each category making a total of eight questionnaires. SPSS version 23 was used for analysis. Descriptive statistics were generated and results inform of tables and percentages tabulated to enhance understanding of study variables. The study utilized Karl Pearson's coefficient of correlation to describe the association among the variables. This aids in forecasting the strength of the relationship between dependent and independent variables. The study findings revealed existence of positive and significant relationship between management structure (P=0.11<0.05, r=0.357), financial capability (P=0.021<0.05, r=0.234) human resource (P=0.034<0.05, r=0.418) and communication (P=0.039<0.05, r=0.321) on quality-of-service delivery of mission hospitals in Meru County. The study recommended partnerships with mission for essential drugs and supplies (Meds), county governments and others to offer regular trainings of the employees in order to equip them with the right skills and attitude to enhance competence and quality service delivery. Also, recruitment and selection of quality and adequate staff, in order to improve healthcare provision to patients so as to improve quality service delivery.