Influence of Organizational Culture on Service Delivery Among Private Hospitals in Nairobi City County Kenya

Abstract

In the current competitive global market, a number of organizations have directed much of their attention to matters related to culture and service delivery. Culture influence employees in setting their professional and personal objectives hence determine how they will execute their duties in the workplace. Hospitals institutions across the world are considered key agents in the growth and development of market economies and occupy a central position in the healthsystem of any nation. The general objective of the study was to establish the influence of organizational culture on service delivery among Private Hospitals in Nairobi City County Kenya. This study was based on two theories, Deal and Kennedy’s theory and Service quality model. The target population was all private hospitals in Nairobi City County totaling to 55 hospitals. It was established that private hospitals in Nairobi have embraced diversity and communication to moderate extent while employee recognition and leadership at great extent. It was found out that organization culture and service delivery have a positive correlation. The study recommends that in order to put a strategy into action, employees play an important role. Product quality attributes that entice buyers to purchase more are also recommended by this research.