Knowledge Management, Strategic Leadership and Service Delivery at The County Government of Uasin Gishu, Kenya

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