Research Article
Information Technology Alignment as an Institutional Lever for Service Excellence: Evidence from Occupational Retirement Benefits Schemes in Kenya
Victor Nyaga Njeru*
,
Godfrey Kinyua
Issue:
Volume 12, Issue 1, February 2026
Pages:
1-15
Received:
30 January 2026
Accepted:
11 February 2026
Published:
27 February 2026
DOI:
10.11648/j.ebm.20261201.11
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Abstract: Occupational retirement benefits schemes are essential in safeguarding the post-retirement financial wellbeing of members which contributes to enhanced economic inclusion and social security. The difference between the rising retirement contributions and the low pension coverage in Kenya indicates that there are service delivery problems, especially in the areas of responsiveness and dependability. Even though reforms are still going on, the problem of delayed benefit payouts and the lack of assurance on membership rights remain as the biggest issues in the pension industry. These problems reveal that the Kenyan occupational retirement benefit schemes are still not responsive, timely and reliable. The main objective of the research was to find out the role of information technology alignment in service provision in selected occupational retirement benefit schemes in Kenya. Specifically, it was to determine how well synchronization of information technology affects service delivery in these schemes. The research is based on the dynamic capabilities theory, and the SERVQUAL model, which together shape the study's conceptual direction. To reinforce the methodological strategy, a descriptive research design was used. The research was focused on four occupational retirement benefit schemes that were active in the Kenyan market with a target population of 290, made up of senior, middle, and junior management. A stratified simple random sampling technique was used to select a representative sample of 168 participants. The validity of the instruments was established using face, content, and construct validation procedures. A pilot test was conducted to assess the reliability and effectiveness of the questionnaire. A structured questionnaire was used to collect primary data. The data obtained was analyzed using both descriptive and inferential statistical methods. Descriptive statistics not only revealed the patterns within the sample but also suggested the use of inferential techniques to apply the findings to the whole population. The survey results were displayed in the form of tables and graphs. The analysis revealed that information technology alignment had a significant impact on service delivery among occupational retirement benefits schemes in Kenya. Results from regression analysis demonstrated that information technology alignment dimension had a positive significant effect on service delivery (β = 0.269, R2 = 0.482, p < 0.05). In order to improve the access and effectiveness of the service, management should concentrate on streamlining the operations and providing service channels that are both affordable and effective.
Abstract: Occupational retirement benefits schemes are essential in safeguarding the post-retirement financial wellbeing of members which contributes to enhanced economic inclusion and social security. The difference between the rising retirement contributions and the low pension coverage in Kenya indicates that there are service delivery problems, especiall...
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