Adoption of Technology and Customer Focus as Strategic Practices for Organizational Performance of National Social Security Fund in Kenya

Doreen Gacheri Njeru () and Chris Simon Sitienei Kipkorir ()

American Journal of Business and Strategic Management, 2025, vol. 4, issue 1, 38 - 58

Abstract: Aim: National Social Security Fund has been experiencing poor organizational performance as evidenced by low member contributions, customer dissatisfaction, inadequate finances, decreasing market share and low employee productivity. Adoption of strategic practices has been used by many organizations to improve organizational performance. The study aimed to establish the effect of technology adoption and customer focus on organizational performance at the National Social Security Fund, Kenya. Methods: The study was grounded on Technology Acceptance Model, Customer Satisfaction Model and Balanced Scorecard Model. A descriptive research design was employed using stratified random sampling to select 90 respondents from key departments. A structured and close-ended questionnaires was validated through a pilot study and later used to collect primary data. Collected data analyzed using descriptive statistics and content analysis. Research findings were presented using tables. Results: The findings showed that technology adoption and customer focus had significant positive effect on organizational performance. Specifically, the study findings showed that a unit change in technology adoption changes organizational performance by 0.620 units. A unit change in customer focus results in an estimated 0.739 unit increase in performance, holding other factors constant. Conclusion: The study concludes that embracing technology and customer focus practices is essential for enhancing organizational performance in public institutions like National Social Security Fund. Recommendation: It is recommended that National Social Security Fund invest in modern Information Technology infrastructure, strengthen employee training, and implement advanced customer relationship management to improve service delivery and performance outcomes.

Keywords: Strategic practices; technology; customer focus; organizational performance (search for similar items in EconPapers)
Date: 2025
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