Daystar University Repository
Not a member yet
5687 research outputs found
Sort by
An Examination of Customer Perception of Kenya Airways’ Crisis Communication Strategies
No full textMASTER OF ARTS in CommunicationThis study examined customer perceptions of crisis communication strategies employed by Kenya Airways in response to customer service failures. As Kenya’s national carrier, Kenya Airways has faced repeated operational and service challenges that have raised concerns about its reputation, customer trust, and long-term brand loyalty. The key objectives of the study were to evaluate customer perceptions of Kenya Airways’ crisis communication, assess the effectiveness of communication across different channels, and examine the effect of these communication efforts on customer trust, brand reputation, and loyalty. The study was guided by Image Repair Theory (IRT), which highlights the strategies organizations adopt to repair reputational damage, and Situational Crisis Communication Theory (SCCT), which emphasizes aligning response strategies with the level of responsibility attributed to the organization. A mixed-methods research design was employed, combining quantitative data from structured questionnaires with qualitative insights from in-depth interviews. Descriptive statistics were generated using SPSS 28, while thematic analysis was applied to qualitative data to capture deeper perspectives from respondents. The findings revealed that Kenya Airways’ crisis communication was perceived as inconsistent and reactive, with customers reporting dissatisfaction regarding timeliness, clarity, and empathy in messaging. In-person communication emerged as the most critical and trusted channel for engagement, while other channels were viewed as less responsive. Ineffective crisis communication was found to weaken customer trust and negatively effect perceptions of brand reputation and loyalty. The study recommends that Kenya Airways adopt proactive and transparent crisis communication approaches, strengthen in-person and multi-channel engagement, and integrate empathy and accountability into customer relations. By institutionalizing structured crisis communication strategies informed by IRT and SCCT, Kenya Airways can rebuild trust, restore its reputation, and reinforce customer loyalty amid ongoing challengesDaystar Universit
Exploring the Role of Alternative Media in Climate Migration: A Case Study of Maai Mahiu Flood Victims in Kenya
No full textConference PaperThis paper seeks to find out the role of alternative media played in mitigating the effects of 2024 Maai Mahiu flood traged. The paper will focus on the key players in the tragedy, and seek to understand their views on the role of alternative news platforms in broadcasting the tragedy. The paper will explore how alternative media provided access to help for the affected people of Maai Mahiu. Alternative media are distinct from established mainstream news stations and channels. Local media stations consist of radios and television networks which mostly operate in local languages. Alternative media include content creators and podcasters producing content in local languages, and airing it sometimes in real time to audiences via internet-enabled platforms.Daystar Universit
The intersection between climate change and capitalism: the case of West Papua’s ecocide
No full textConference PaperThe global economic expansion and capitalism are integral driving forces of climate change often experienced disproportionately. Efforts to mitigate climate change continue to fail as the poorest countries suffers the most due to their limited capability to adapt. Pollock (2020) denotes that the growth of economic development has largely contributed to increased consumption of natural resources, pollution and loss of biodiversity. More than 90 West Papua’s indigenous communities and political organizations have been calling for the boycott of Nestle products due to massive lands of rainforests being cleared for agriculture (Gayle, 2025). Guided by Eco-Marxism theory, this qualitative study aims to examine the relationship between climate change and capitalism in the case of West Papua against Nestle. This study will use document analysis and thematic analysis to examine two objectives. These are; to examine the influence of capitalist practices on environmental degradation in West Papua and to analyze the socio-economic consequences of climate change on indigenous communities in West Papua. The findings of the study will be analyzed thematically, in line with the objectives and the theoretical underpinning of the study. This study is integral and timely due to the increased struggle by communities in the Global South against climate injustice. It also highlights the urgency to interrogate exploitative development archetypes in the Global South.Daystar Universit
Assessing The Effects of Drought on The Psychological Well-Being of Secondary School Students from Pastoralist Communities: A Case of Selected Public Secondary Schools in Kajiado West, Kenya
No full textMASTERS in Clinical PsychologyDrought significantly affects the psychosocial well-being of pastoralist communities, particularly among adolescents whose stability depends on secure familial and economic conditions. This study examined the psychosocial effects of drought on the psychological well-being of secondary school students from pastoralist communities, focusing on selected public secondary schools in Kajiado West, Kenya. The issue stems from recurrent droughts that disrupt pastoralist livelihoods, diminish family income, create food and water insecurity, and undermine students’ mental stability and academic engagement. Although the economic consequences of drought are widely recognized, limited research has explored its psychosocial impacts on school-going adolescents in Kenya’s arid and semi-arid lands (ASALs). Guided by the Ecological Systems Theory, Maslow’s Hierarchy of Needs, and the Transactional Model of Stress and Coping, the study adopted a mixed-methods design integrating both quantitative and qualitative approaches to comprehensively understand the phenomenon. The target population comprised secondary school students from selected public schools within pastoralist communities, with data collected from 218 participants selected through purposive and simple random sampling. Additional data were obtained from school principals to enrich and contextualize student perspectives. Quantitative data were collected using standardized instruments, including the Depression, Anxiety and Stress Scale (DASS-21) and Ryff’s Psychological Well-Being Scale, while qualitative data were gathered through semi-structured interviews. All instruments were pretested to ensure reliability and validity before use. Quantitative data were analyzed using descriptive statistics, correlation, chi-square, and multiple regression analyses through SPSS, whereas qualitative data were analyzed thematically. Findings revealed widespread exposure to drought impacts: 88.1% of respondents reported livestock loss, 41.3% experienced income reduction, and 36.7% faced disruptions in school attendance. The psychosocial consequences were pronounced, with 32.6% of students exhibiting mild depression, 19.3% moderate depression, and over half (54.6%) reporting moderate to extremely severe anxiety. Stress levels remained largely normal (85.3%), indicating relative emotional resilience. Mean scores placed depression in the mild range (M = 10.07, SD = 5.24), anxiety in the moderate range (M = 9.71, SD = 5.24), and stress in the normal range (M = 9.83, SD = 5.19). Ryff’s scale results indicated notable strengths in purpose (63.3%), self-acceptance (55%), and positive relationships (50.5%), though weaknesses were observed in environmental mastery (21.6%). Regression analysis showed that depression (β = .283, p = .009) and stress (β = .266, p = .011) significantly predicted psychological well-being, accounting for 21.1% of the variance, while anxiety was not a significant predictor. Gender differences were observed in emotion-focused coping (χ² = 8.476, p = .014), with females demonstrating higher reliance on such strategies. Overall, the study established that drought heightened psychosocial distress, particularly anxiety, while weakening students’ environmental mastery and disrupting their educational engagement. Nevertheless, purpose, self-acceptance, and interpersonal relationships emerged as protective factors that supported psychological well-being. The findings underscore the urgent need for school-based psychosocial interventions, culturally responsive resilience programs, and integrated policies that link climate adaptation efforts with adolescent mental health and educational outcomes.Daystar Universit
Integrating Innovative Design Strategies in Advancing Sustainable Housing in Kenya
No full textjournal articleRapid urbanization, persistent housing deficits, and environmental pressures have intensified the need for sustainable housing solutions in Kenya. This study evaluates sustainability in Kenya’s housing development and explicates the contribution of innovative design strategies in the advancement of sustainable housing in the nation. Guided by pragmatist philosophy, the study employed a qualitative methods design to assess the role of innovative housing strategies in the promotion of sustainable housing. Data was collected through site inspections of ten ongoing public housing projects, a survey of 342 housing-sector stakeholders selected proportionately from government, private, and civil-society institutions, and focus group discussions with 39 technical experts. Qualitative data was subjected to thematic analysis using NVivo to extract recurrent patterns and insights on sustainability of housing. The findings revealed that low public engagement, inadequate maintenance, and constrained implementation, attributed to financial and technical barriers, posed significant challenges to sustainable housing. The study concludes that sustainable housing in Kenya requires holistic interventions spanning environmental stewardship, economic viability, and social inclusivity, underpinned by progressive policy and contextually attuned design. The empirical results inform targeted policy recommendations to advance sustainable and innovative housing practice
Strategic Alignment and Service Delivery Excellence in Level Six Hospitals in Kenya: An Empirical Review.
No full textJournal ArticleThis study sought to explores the link between strategic alignment and service delivery excellence in Level Six hospitals in Kenya. An empirical review of peer-reviewed articles published in the last decade was conducted, focusing on databases like PubMed, Scopus, and Web of Science. The review synthesized empirical data to uncover themes related to strategic alignment and hospital performance. Findings highlight that hospitals with aligned strategies and operational processes show higher patient satisfaction, driven by timely services, quality care, and staff professionalism. However, disparities exist between urban and rural hospitals. In terms of performance, strategic alignment leads to improved financial outcomes, operational efficiency and resource management. Yet, rural hospitals face infrastructure challenges that hinder performance, while aligning strategies with national policies remains difficult due to budget and staffing limitations. This review emphasizes the critical need for strategy alignment to enhance patient satisfaction and hospital performance and calls for addressing regional disparities and policy alignment for service excellenc
Regulating Community Wellbeing through Traditional Mourning Rituals: Insights from the Luhya People of Kenya
No full textJournal ArtileBackground and objectives: Rituals have been reported to serve as a vital mechanism for expressing grief and fostering communal support worldwide. Despite these benefts, use of rituals in Indigenous communities is threatened by missionization, globalization, and westernization. This study sought to examine the relevance of traditional mourning rituals in community morality and well-being. Anchored in cultural evolutionary theory, the study employed an ethnographic research design.
Methodology: Data were collected from 45 community elders, 30 bereaved adults, 30 bereaved adolescents, and 8 religious leaders through focus group discussions and interviews.
Results: The study established fve mourning rituals practiced by the Luhya people, each potentially serving an evolutionary function for community survival and well-being. Our fndings show that Luhya traditional mourning rituals play an important role in community well-being, though not all members may beneft equally from these efects.
Conclusions and implications: The study established confict over rituals with difering viewpoints from religious leaders, cultural leaders, and the western biomedical approach to mental well-being. Yet, the bereaved reported that both Luhya and religious rituals helped them process their grief. To address mental health issues fully, it is important to establish collaboration between western models, religious approaches, and cultural approaches.
Lay Summary Rituals are important practices that help people express their grief and provide support within communities around the world yet in most indigenous communities across the world,
yet these rituals are being replaced by western biomedical approaches. This study focused on the signifcance of traditional mourning rituals among the Luhya people of Kenya and how these practices contribute to community
morality and well-being. The study interviewed community elders, bereaved adults and adolescents, and religious leaders. The fndings revealed that traditional rituals are crucial for the community's health, although not all members experience the same benefts. There were difering opinions about the rituals from religious leaders, cultural leaders, and those who follow western medicalapproaches to mental health. Despite these conficts, many bereaved individuals reported that both Luhya and religious rituals helped them cope with their grief. To efectively address mental health issues, the study suggests a need for collaboration between western mental health models, religious practices, and cultural traditions. This approach could create a more comprehensive support system for those experiencing loss
Open Science Forum | Day 1
No full textDocumentaryAn international gathering convened under FOSTER Project, themed “Advancing Open Science ecosystem for Higher Education Institutions in Sub-Saharan Africa.” The event brought together participants from Kenya, Tanzania, and Europe, including esteemed speakers from partner institutions across Africa and Europe
The Role of Gender in Betrayal Trauma and Post-Traumatic Stress among Youth in Nairobi County’s Informal Settlements
No full textMASTERS in Clinical PsychologyThis study investigated how gender influences the experience and psychological outcomes of betrayal trauma among young people aged 18-35 residing in informal settlements in Nairobi County, Kenya. Betrayal trauma, defined as harm perpetrated by trusted individuals such as caregivers, partners, or authority figures, remains an under-researched form of interpersonal violence in low-income urban contexts. While global evidence indicates that women are more likely to experience high-betrayal (HB) trauma within intimate or dependent relationships, men are more often exposed to medium-betrayal (MB) trauma involving institutional abuse, physical assault, or social exploitation. This study sought to empirically test these gendered dynamics within Nairobi’s informal settlements. Guided by Betrayal Trauma Theory (Freyd, 1996) and using a pragmatic mixed-methods design, the study combined quantitative surveys and qualitative interviews to explore the prevalence, manifestation, and coping patterns associated with betrayal trauma. Data were collected from 204 participants in Kibera, Mathare, and Mukuru settlements using the Brief Betrayal Trauma Survey (BBTS), Post-Traumatic Stress Disorder Checklist (PCL), and Emotion Regulation Questionnaire (ERQ). Results revealed a high prevalence of betrayal trauma, with 78% of respondents reporting at least one form and 64% reporting multiple experiences. Gender comparisons showed that both males and females experienced similar exposure levels but differed in trauma processing. Females exhibited higher emotional reactivity, cognitive rumination, and intrusive symptoms, whereas males showed stronger avoidance and physiological arousal patterns. Although overall PTSD severity was statistically comparable, qualitative findings highlighted distinct gendered coping orientations shaped by cultural and social expectations. The study contributes a contextualized, gender-sensitive perspective to betrayal trauma research in sub-Saharan Africa. It underscores the need for trauma-informed, culturally grounded, and gender-responsive mental health interventions to support young people’s resilience and recovery within Nairobi’s informal settlements.Daystar Universit
Strategic Digital Innovations and Organizational Performance of Electronic Msmes in Nairobi City County, Kenya
No full textMaster of Business Administration in Strategic ManagementThe advancement of digital technologies has transformed business operations across various industries. The current business environment is marked by rapid digital transformation, which is redefining competitive dynamics and reshaping industries. The purpose of this study was to assess the effect of strategic digital innovations on the performance of electronic MSMEs in Nairobi City County. The specific objectives were: to determine the effect of using cloud computing services, e-commerce platforms, and mobile applications on the organizational performance of Electronic MSMEs in Nairobi City County. The study also sought to establish the moderating effect of Government policies on the relationship between strategic digital innovations and the organizational performance of Electronic MSMEs in Nairobi City County. The study was anchored on three theories, namely, the Diffusion of Innovations Theory, Resource-Based Theory, and the Technology-Organization-Environment Framework. This study adopted a descriptive and correlational research design. The targeted population of the study was 3818 electronic MSMEs in Nairobi County. This study used both stratified and simple random sampling techniques. Using a confidence level of 95 percent, Yamane’s formula was used to estimate a representative sample size from the targeted population. A sample of 362 owners/managers of electronic MSMEs in Nairobi County was used in the study. Data collection was done using questionnaires. The questionnaire’s validity was ensured by aligning its questions with the study objectives and refining it based on feedback from external peer reviewers. Reliability in the study was ascertained using Cronbach's Alpha coefficient, with a threshold of 0.70 or above confirming reliability. Descriptive statistics, that is, percentages and frequencies, were used to describe the data. Pearson Correlation coefficient was used to explain the strength of the relationship between variables, while Regression analysis was used to establish the relationship between variables. This was accomplished using version 26 of SPSS. The findings revealed that the use of cloud computing services, e-commerce platforms, and mobile applications has a positive and significant correlation with the performance of electronic MSMEs in Nairobi County. It was further established that government policies function as a critical moderating factor that either amplifies or weakens the influence of strategic digital innovations on organizational performance. As such, the study concluded that the use of cloud computing services, e-commerce platforms, and mobile applications has a positive and significant effect on the performance of electronic MSMEs. The study recommends that electronic MSMEs invest in cloud computing to enhance operational efficiency, adopt e-commerce platforms to expand market reach and competitiveness, and leverage mobile applications to improve customer engagement and service delivery. Moreover, it was recommended that future research should extend to other sectors and counties for comparative analysis, explore emerging innovations like AI, blockchain, and big data, and assess the effects of specific government policies individuallyDaystar Universit