Employee training and operational performance of firms in the financial services sector in Kenya
Abstract
In this study, the relationship between employee training initiatives and operational
performance through service strategy as a moderating variable and operational
efficiency is analyzed within the service setting of firms in financial services sector in
Kenya. Regression analysis model is applied in order to enhance understanding of
interactions. The effect of employee training initiative is analyzed as to how it brings
operational performance to an organization. This study proves that employee training
initiatives has a significant positive and direct effect on operational performance. The
fact that is especially relevant is that service strategy plays a more intense moderating
role for efficiency performance measures than for customer satisfaction performance
measures.
Publisher
University of Nairobi