Organizational Leadership and Quality Service Delivery in Faith Based Hospitals in Kiambu County, Kenya

Abstract

Organizations operates in a fairly dynamic macro and micro business environment having a lot of unpredictability and in many ways marred with pressure for competition making them adopt and institute changes to gain competitive advantage. Quality service delivery is a vital element and a crucial objective and goal for every organization. The reason is that, it is solely through quality service delivery that a firm is has the ability to tell whether there is any progress and growth. This study sought to assess the relationship between organizational leadership and quality service delivery in Faith-Based Hospitals in Kiambu County. The study was anchored on three-step change theory and employed descriptive research design. The researcher targeted senior, middle and lower-level managers at the Faith-Based Hospitals and the respondents filled the questionnaire as the research instrument. The collected data was entered into SPSS version 25.0 where descriptive analysis and regression analysis was conducted. The study established that organizational leadership had moderate effect to quality of service delivery basing it on the R values. The adjusted coefficient of determination was at 0.628, meaning that 62.8% of quality service delivery was as a result of organizational leadership. The study concluded that organizational leadership with elements such as voting on areas of disagreements, getting input and suggestions from staff, leadership style and leaders that nurture and mentor juniors led to improvement in the quality of services delivery. Thus, the study recommends that for organizations to improve quality of service delivery they should look towards the leadership of the firm