Adoption of Technology and Customer Focus as Strategic Practices for Organizational Performance of National Social Security Fund in Kenya
DOI:
https://doi.org/10.58425/ajbsm.v4i1.357Keywords:
Strategic practices, technology, customer focus, organizational performanceAbstract
Aim: National Social Security Fund has been experiencing poor organizational performance as evidenced by low member contributions, customer dissatisfaction, inadequate finances, decreasing market share and low employee productivity. Adoption of strategic practices has been used by many organizations to improve organizational performance. The study aimed to establish the effect of technology adoption and customer focus on organizational performance at the National Social Security Fund, Kenya.
Methods: The study was grounded on Technology Acceptance Model, Customer Satisfaction Model and Balanced Scorecard Model. A descriptive research design was employed using stratified random sampling to select 90 respondents from key departments. A structured and close-ended questionnaires was validated through a pilot study and later used to collect primary data. Collected data analyzed using descriptive statistics and content analysis. Research findings were presented using tables.
Results: The findings showed that technology adoption and customer focus had significant positive effect on organizational performance. Specifically, the study findings showed that a unit change in technology adoption changes organizational performance by 0.620 units. A unit change in customer focus results in an estimated 0.739 unit increase in performance, holding other factors constant.
Conclusion: The study concludes that embracing technology and customer focus practices is essential for enhancing organizational performance in public institutions like National Social Security Fund.
Recommendation: It is recommended that National Social Security Fund invest in modern Information Technology infrastructure, strengthen employee training, and implement advanced customer relationship management to improve service delivery and performance outcomes.
References
Aina & Atan. (2020). The Impact of Implementing Talent Management Practices on Sustainable Organizational Performance. Sustainability.
Ajitabh Dash. (2023). Do customer centricity and innovativeness mediate the relationship between total quality management and the corporate success of SaaS companies?. . Benchmarking: An International Journal.
Akinlabi, L & Makinde, P (2021). Strategic Options and Performance Of Hunger Safety Net Program Among Pastoralists Communities In Turkana County,Kenya. Masters Thesis.
Anwar & Abdullah. (2021). The Impact of Human Resource Management Practice on Organizational Performance. International journal of Engineering, Business and Management.
Auko, J. (2021). Customers’ Perception of Quality of Service in Private Primary Schools in Kisumu City. Masters Thesis.
Azeez, R. (2019). Logistics and e-logistics management: benefits and challenges. International Journal of Recent Technology and Engineering, , 12804-12809.
Ballaro, Mazzi & Holland. (2020). Organization development through effective communication, implementation, and change process. Organization Development Journal,.
Batae, Dragomir & Feleaga. (2021). The relationship between environmental, social, and financial performance in the banking sector: A European study. Journal of Cleaner Production.
Bulle, M. J. (2020). Market penetration strategies on organizational performance in Telkom Kenya Limited, Nairobi city County, Kenya. European Journal of Business and Strategic Management, 2(4), 16-32.
Chakravarthi, K. (2021). The Impact Of Customer Relationship Management On Customer Satisfaction And Retention: The Mediation Of Service Quality. Turkish Journal of Physiotherapy and Rehabilitation, 22107-22121.
Chege, Wang & Suntu. (2020). Impact of information technology innovation on firm performance in Kenya. . Information Technology for Development, 316- 345.
Cheruiyot, C. (2020). Effect of technology adoption on organizational performance of dairy societies in Uasin-gishu County, Kenya. Doctoral dissertation.
Chepngeno, A & Mutwiri, C. (2022). Effect of technology adoption on organizational performance of dairy societies in Uasin-gishu County, Kenya. Doctoral dissertation.
CHIKAMAI, M. (2021). Strategic Leadership Practices and Performance of Tea Companies in Nandi County,Kenya. Masters Thesis.
Davalos, F. (2023). Influence of technology adoption on organizational performance: evidence from Paraguayan microenterprises. South Florida Journal of Development, 696- 718.
Emami, A. (2022). Examining the relationship between strategic alliances and the performance of small entrepreneurial firms in telecommunications. International Entrepreneurship and Management Journal, 637-662.
Fader, P. (2020). Customer Centricity. Philadelphia,PA: Wharton School Press.
Farooq & Sultana. (2022). The potential impact of the COVID-19 pandemic on work from home and employee productivity. Measuring Business Excellence, 308-325.
Gakuru, A. N. (2022). Influence of E-consumer Services on Adult and Community Education in Nairobi County, Kenya (Doctoral dissertation, University of Nairobi).
Hamdan, A. (2020). Capital Structure, Firm Growth and Firm Performance: Evidence from Jordan. International Journal of Innovation, Creativity and Change, 655-667.
Hicham, K. (2023). The rising trends of smart e-commerce logistics. . IEEE Access. 33839- 33857.
Ilham, Akhyar & Maimunah. (2023). The Influence Of Profit Management And Financial Performance On Company Value In Building Materials Construction Sub-Sector Companies Listed On The Indonesia Stock Exchange For The 2018-2021 Period. . Journal of Accounting Research, Utility Finance and Digital Assets, 323-335.
Issau, Gnankob, Ansong, Acquah & Erskine-Sackey. (2023). Organisational learning and customer focus: implications on firm performance in the hotel industry. . International Journal of Work Innovation, 116-132.
Khiat, A. (2023). The Rising Trends of Smart E-Commerce Logistics. IEEE ACCESS, 33839- 33857.
Khisa, I. W., & Mutuku, M. K. (2023). Critical success factors and performance of completed construction projects at National Social Security Fund, Nairobi City County, Kenya. International Journal of Research in Business & Social Science, 12(5).
Kho, J. (2020). A systematic scoping review of change management practices used for telemedicine service implementations. BMC Health Services Research, 1-16.
Larsson, A. (2020). Ensuring customer retention: insurers’ perception of customer loyalty. . Marketing Intelligence & Planning, 151-166.
Mbuthia, M. (2023). Strategic Plan Implementation And Organizational Performance Of National Social Security Fund In Kenya. Masters Thesis.
Medforth, J. (2020). Strategic Alliance Practices and Organization Performance of Selected Companies in the Energy Sector in Kenya. Masters Thesis.
Milton, Bull & Bauman. (2011). Reliability and validity testing of a single-item physical activity measure. British journal of sports medicine, 203-208.
Moussa & Rahmouni. (2021). Impact of Internet Technology Adoption on the Organizational Performance from an Alignment Approach: The Case of the SME in Mauritania.
Mugenda & Mugenda. (2003). Research Methods: Quantitative & Qualitative Apporaches. Nairobi: Acts press.
Mukhongo, Atandi & Okonda. (2023). Strategic Partnerships and Organizational Performance of Broadcasters in Kenya. International Journal of Social Science Research and Review, 92-105.
Munee, D. (2023). Market Expansion Strategies and Organizational Performance of Supermarkets in Nairobi City County, Kenya. Masters Thesis.
Mwamakula, G. H. (2024). Effect of Training and Development on Social Security Funds employee’s performance (Doctoral dissertation, The Open University of Tanzania).
Mwamuye & Ragui. (2021). Strategic Alliances And The Financial Performance Of Commercial Banks In Nairobi City County, Kenya. . Journal of Business and Strategic Management, 32-45.
Ngina & Maina. (2023). Examining the Impact of Resource Mobilization on the Performance of NHIF in Machakos County Kenya. Journal ofStrategic Management, 15-23.
Nguyen, L. (2020). The Determinants of Profitability in Listed Enterprises: A Study from Vietnamese Stock. Journal of Asian Finance, Economics and Business, 47-58.
Nyango'ro & Njenga. (2022). Pension funds in sub-Saharan Africa. WIDER Working Paper 2022/95.
OECD. (2021). IOPS COUNTRY PROFILE: EGYPT. OECD Global Pension Statistics.
Okoth, A. S. (2023). The Relationship Between Management Support and Employee Satisfaction Amongst Registered Nurses. Grand Canyon University.
Omagu,Asikhia,Akinlabi & Makinde. (2021). Effect of Bank Innovation Capability Dimensions on Market Share of Small and Medium Scale Enterprises in Nigeria. World Journal of Innovative Research , 150-155.
Onimole, S. (2022). Impact of marketing strategies on organizational growth: A study of selected industries in Lagos State Nigeria. International Journal of Business and Economics Research, 1-7.
Pallant, J. L., Sands, S., &Karpen, I. O. (2020). The 4Cs of mass customization in service industries: a customer lens. Journal of Services Marketing, 34(4), 499-511.
Palmatier,Moorman & Lee. (2019). HANDBOOK ON Customer Centricity. Massachusetts: Edward Elgar Publishing Limited.
Pramezwary, A. (2021). Understanding the determinants of hotel consumer trust: a perspective commitment-trust theory. . International Journal of Social and Management Studies, 114-121.
Qi, Y., Mao, Z., Zhang, M., & Guo, H. (2020). Manufacturing practices and customization: The role of mass customization and product innovation capabilities. International Journal of Production Economics, 228, 107747.
RBA. (2022). Annual Report 2021-2022.
Sakao, T., Hara, T., & Fukushima, R. (2020). Using product/service-system family design for efficient customization with lean principles: Model, method, and tool. Sustainability, 12(14), 5779.
Sarfo, C. (2021). E-commerce adoption within SME's in Ghana, a tool for growth?. . International Journal of Electronic Business, 16(1), 32-51, 32-51.
Setiyaji, Alves & Wijaya. (2022). The importance of customer focus for organizational performance: a study focus to an information and communication technology company based in Indonesia. In Proceedings of the International Conference on Industrial Engineering and Operations Management Instanbul Turkey, 7-10.
Shume, O. (2021). Strategic Change Management Practises And Organizational Performance: A Case Of Agriculture And Food Authority, Nairobi City County, Kenya. Masters Thesis.
Shuriye, W. (2021). Customer-focused performance and the dynamic model forcompetence building and leveraging.
Silva, S. (2019). Stakeholder expectations on sustainability performance measurement and assessment. A systematic literature review. Journal of Cleaner Production, 204-215.
Singh, K. (2019). E-commerce in India: Opportunities and challenges. In Proceedings of 10th international conference on digital strategies for organizational success.
Sumer & Ozorhon (2019). The Shortcomings of Pension System in Turkey: Solutions with a New Model Proposed. International Journal of Islamic Economics and Finance Studies, 23-48.
Sutton, S. (2022). POLITICO California Playgroup. Finance and Tax Journal.
Tudose, Rusu & Avasilcăi. (2020). Financial performance – determinants and interdependencies between measurement indicators. Business, Management and Economics Engineering, 119-138.
Wambui & Kavale. (2022). Effect Of corporate diversification strategies on performance of insurance firms in Kenya. The Strategic Jounal of Business and Change Management, 311-330.
Wangui, E. (2021). Influence of Customer Experience Management on Performance of Oil Marketing Companies Kenya. Masters Thesis.
Zhang, H. (2021). The impact of online review variance of new products on consumer adoption intentions. Journal of Business Research, 209-218.
Zoubi, K. (2023). The Impact of Production and Operations Management Practices in Improving Organizational Performance: The Mediating Role of Supply Chain Integration. Sustainability, 15(20), 15140, 15(20), 15140.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Doreen Gacheri Njeru, Chris Simon Sitienei Kipkorir
This work is licensed under a Creative Commons Attribution 4.0 International License.
The authors retain the copyright and grant this journal right of first publication. This license allows other people to freely share and adapt the work but must give appropriate credit, provide a link to the license, and indicate if changes were made. They may do so in any reasonable manner, but not in any way that suggests the licensor endorses them or their use.
