Abstract:
This study explores how strategic leadership moderates the role of knowledge
management in enhancing service delivery within the County Government of Uasin
Gishu, addressing a gap in understanding the dynamics that affect county performance
and citizen satisfaction. In general, this study was to assess knowledge management,
strategic leadership, and service delivery at the county government of Uasin Gishu,
Kenya. The objectives of the study were, to; examine the effect of Knowledge Creation
on service delivery at the County Government of Uasin Gishu, find out the effect of
Knowledge Storage on service delivery at the County Government of Uasin Gishu,
establish the role of knowledge sharing on service delivery at the County Government
of Uasin Gishu, evaluate the role of knowledge use on service delivery at the County
Government of Uasin Gishu, determine the moderating influence of strategic leadership
on the relationship between knowledge management and service delivery. The study
was guided by the Knowledge Management Maturity Model, Upper Echelons theory,
and Service Dominant Logic theory. The study employed an explanatory survey
research design. The target population for this study was 1684 respondents from which
384 were sampled through multi-stage sampling. The study employed purposive
sampling for management staff and simple random sampling for permanent staff in
various departments. Primary data gathered through a structured questionnaire, ensured
reliability through test-retest piloting in Elgeyo Marakwet with 38 respondents.
Quantitative data was analyzed using descriptive statistics such as measures of central
tendency and measures of dispersion was used to analyze data including frequencies
and percentages while inferential statistics including Multiple linear regression and
Hierarchical regression was used to assess the relationship between variables. The
results were presented in tables. The study quantified the magnitude of strategic
leadership effects on each of the four knowledge management dimension studies to help
counties make informed decisions when using knowledge in enhancing service
delivery. In the County Government of Uasin Gishu, Kenya, in the correlation analysis,
Knowledge creation exhibited a strong positive correlation with knowledge storage (r
= .807, p < .001), knowledge sharing (r = .702, p < .001), knowledge use (r = .739, p <
.001), and service delivery (r = .762, p < .001). Strategic leadership moderates these
relationships, particularly enhancing them when leadership is stronger. The study found
that all aspects of knowledge management significantly enhance service delivery.
Knowledge creation (B=0.51, t=5.12, p=0.001) and knowledge storage (B=0.35,
t=4.89, p=0.003) had the strongest effects. Knowledge sharing (B=0.26, t=4.23,
p=0.008) and knowledge use (B=0.18, t=3.56, p=0.015) also significantly contributed,
demonstrating the crucial role of effective knowledge management. These factors
account for 56% of the variance in service delivery, with Knowledge Creation being
the most influential predictor (Beta = 0.51). This highlights the pivotal role of
knowledge management and strategic leadership in enhancing service delivery within
the county government. The study finds that knowledge management practices
significantly enhance service delivery in Uasin Gishu County, Kenya, with knowledge
creation, storage, sharing, and use all contributing positively. The conclusion
emphasizes the crucial role of strategic leadership in amplifying these effects.
Recommendations include prioritizing robust training programs and collaborative
environments, developing strategic leadership skills, enacting supportive policies, and
integrating comprehensive theoretical frameworks. These measures aim to foster a
knowledge-centric culture and improve service delivery through effective leadership
and knowledge management