Strategic Management Practices and Service Delivery at Public Hospitals in Kenya: A Case of Kenyatta National Hospital


  • Tabitha Mwende Musili Management University of Africa
  • Bernadette Mutinda Management University of Africa



Capacity building, Communication, Strategic management practices


The aim of this research was to investigate influence of strategic management practices and service delivery at public hospitals in Kenya: a case of Kenyatta National Hospital. Specifically, the study aimed to investigate the effect of communication and capacity building on service delivery in KNH. The Sustainable Development Goals were adopted by the United Nations General Assembly in 2015 as a call to action to end poverty and protect the environment. The third goal of the Sustainable Development Goals is to promote health and well-being among people of all ages. The aim was to reduce maternal mortality to less than 70 per 100,000 live births by 2030. Kenya is, however one of the countries where the target of sustainable development has not been achieved. Among other variables, this was due to service delivery in health facilities. As the largest referral hospital, KNH is also facing service quality problems. The challenges lead to sluggish patient diagnosis and care, unduly long appointments leading to insufficient treatment adherence, and high population expectations for outstretched services. This research used a descriptive style. The Krejcie and Morgan formula was used to generate a sample size of 346 people from a target population of 3,006. To determine the sample size, stratified proportionate sampling was used. A pilot research was conducted to ensure that the instruments were valid. Descriptive and inferential method were used to analyze the results. Students, scholars, and KNH decision-makers should all learn from this research. The study established that there was a statistically significant influence of communication on service delivery at public hospitals in Kenya. The study also revealed that there was a statistically significant effect of capacity building on service delivery at public hospitals in Kenya.

Keywords: Capacity building, Communication, Strategic management practices

Author Biographies

Tabitha Mwende Musili, Management University of Africa


Bernadette Mutinda, Management University of Africa



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How to Cite

Musili, T. M., & Mutinda, B. (2021). Strategic Management Practices and Service Delivery at Public Hospitals in Kenya: A Case of Kenyatta National Hospital. Journal of Strategic Management, 5(3), 115–128.