📄 Abstract
This study examined the influence of a conducive work environment on service delivery within commercial banks in Northern Kenya, a region characterized by unique socio-economic challenges, infrastructural gaps, and dispersed clientele. Anchored on Self-Determination Theory and Social Exchange Theory, the research adopted a pragmatism philosophy and a convergent parallel mixed-methods design, targeting 221 employees from 30 bank branches, with a sample size of 141 selected through multistage sampling. Quantitative data were collected via structured questionnaires, while qualitative insights were gathered through manager interviews. Descriptive statistics revealed a highly positive perception of the work environment, with high mean scores for resource adequacy (M = 4.36), fair workload distribution (M = 4.31), and recognition systems (M = 4.25), alongside positive ratings for flexible work arrangements. Service delivery was also rated positively, particularly in achieving financial targets (M = 4.03) and leveraging technology (M = 4.03), though areas such as valuing employee suggestions (M = 3.39) required improvement. Correlation analysis showed a strong, statistically significant relationship between a conducive work environment and service delivery (r = .745, p = .000). Regression results confirmed a significant positive effect (β = 0.790, p = 0.000), indicating that enhancing the work environment by one unit leads to a 0.729 increase in service delivery. The study concludes that safe, resource-equipped, and flexible workspaces foster employee engagement, motivation, and performance, thereby improving service quality. It recommends that bank managers prioritize physical infrastructure, emotional safety, fair policies, and open communication, especially in remote branches, and calls for further research into how institutional capacity moderates this relationship.
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📚 How to Cite:
Ahmed Adan Abdikadir, Peter Sabwami Butali, Irura Stephen Ng’ang’a , THE INFLUENCE OF CONDUCIVE WORK ENVIRONMENT IN ENHANCING SERVICE DELIVERY WITHIN COMMERCIAL BANKS IN NORTHERN KENYA , Volume 11 , Issue 8, august 2025, EPRA International Journal of Multidisciplinary Research (IJMR) , DOI: https://doi.org/10.36713/epra23681