Stratford Peer Reviewed Journals and Books
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Effects of Customer Service Delivery on Customer Satisfaction in Micro Finance Industry in Nairobi County
No full textCustomer satisfaction with products or services is often seen as the key to a company's success and long-term competitiveness. With the increased globalization of markets, competition among market players has become more intense. In this competitive market, one of the most important factors is the achievement of customer satisfaction and service excellence. Globalized markets and borderless flow of information have resulted in intense competitive pressures and increased customer expectations. Productivity, quality, and customer satisfaction are the buzzwords in today's business scenario that demand considerable efforts on the part of the company. Further, to attain the basic business goals of survival and growth, businesses are looking for ways to attract and retain customers in the long run. The general objective of the study was to determine the effects of customer service delivery on customer satisfaction in the micro finance industry in Nairobi County. The specific objectives were to establish the effect of customer commitment, customer loyalty, and customer desired expectations and customer relations on Customer Satisfaction in Micro Finance Industry in Nairobi County. A descriptive survey design was adapted for this study. The survey is the most frequently used method for collecting information about peoples’ attitudes, opinions, habits or the effects of service delivery on customer satisfaction. The targeted population comprised 150 regular customers of the selected microfinance institutions in Nairobi County. The quota sampling method was used for a heterogeneous population. A sample size of 100 customers was drawn from a population of 150 customers. The researcher collected primary data by use of a questionnaire which was divided into 2 sections, demographic characteristics and statements according to variables: employee commitment; customer relations; service quality; service delivery; loyalty and customer satisfaction. Each of the 6 variables had 5 Likert scale response statements that respondents had to choose a measure of their agreement/disagreement ranging from strongly agree; agree; neutral; disagree; and strongly disagree. The researcher arranged data in tables, tabulated and analysed it by the use of SPSS software. The study recommended micro finance to increase awareness of the ever-increasing customer expectations and adapt accordingly to achieve customer satisfaction.
Keywords: Service Delivery, Customer Satisfaction, Microfinance and Nairobi County
 
Influence of Board of Management Members Motivational Practices on Teachers Retention in Public Secondary Schools in Athi River Sub County, Kenya
No full textThe purpose of this study was to investigate the influence of Board of management motivational practices on teachers retention in public secondary schools in Athi River Sub County Athi, Kenya. The study employed a correlation research design. The target population for the study was 13 public secondary schools in Athi River Sub County. The study, therefore, targeted a population of 221 BOM members given that each school has an average of 17 BOM. The main instruments for the study were questionnaires that were administered to teachers and Board of Management. The Statistical Package for Social Sciences (SPSS) software version 20.0 was used to carry data analysis. The findings revealed that teachers in Athi river secondary schools are not well motivated thus there is high staff turnover. Results findings showed that teachers are not given monitory incentives for extra work they do, low provision of non-monetary incentives, inflexible working schedule and little room for career development make teachers unmotivated which lead to low rate of teachers retention. Results further showed that, provision of monetary incentives non-monetary incentives flexible working hours and provision for room for career development influenced teachers retention and were statistically significant. The study recommends that BOM should be trained on management skills in order for them to understand the benefits of employees motivational practices, this will help to minimize high rate of staff turnover in Athi River public secondary schools. The study also recommends that the BOM should tailor motivational practices that suit teachers to make them feel recognized and appreciated. These initiates will make them remain in service. There is need for further research on other motivational practices that influence teachers retention other than the four identified in this research.
Key words: monetary incentives, non-monetary incentives, work schedule flexibility, career development, retention, Athi River Sub Count
Influence of public reporting by Board of Management on management of public Technical Training Institutes in Nairobi City County
No full textThe purpose of this study was to investigate the influence of corporate governance practices on the management of public Technical Training Institutes in Nairobi City County. The study objective was to determine the extent to which timely public reporting by Board of Management influence management of public Technical Training. The study employed descriptive research design to determine corporate governance practices influencing management of public technical training institutes in Nairobi City County. The target population was three Technical training institutes in Nairobi City County. The study therefore targeted 54 BOMs, 3 bursars and 3 principals. The units of analysis were Board of management members, principals and bursars for the three public technical training institutes in Nairobi City County. Since the population size for principals and bursars was small, census technique was adopted to select a sample of 3 principals and 3 bursars. Simple random sampling technique was used to select a sample size of 51 Board of Management members. Primary data were collected through the use of semi structured questionnaires and interview guides. Content validity was used by the researcher to check whether the items in the interview guides answer the research objectives. The results of the study indicated that Technical Training Institutes where public reporting was untimely was characterized by poor management of Technical Training Institutes than those institutes that practiced timely reporting. Based on research finding it can be concluded that Board of Management public reporting influence management of Technical Training Institutes.. It is recommended that the management of the technical training institutes ensures that financial reporting are done on time so as to improve management of funds within the organization.
Keywords: Timely public reporting, BOM members, Management of Public Technical Training Institutes, Financial record keeping and Nairobi City Count
Training and development strategies and challenges influencing Organizational Performance: A Case Study of Central Bank of South Sudan
No full textTraining and development strategy is not given high priority in organizations. In public institutions, problem related to facility, participants, administration, lack of seriousness on the parts of the trainees, trainers, lack of communication with the superiors on training and different expectations from training are major obstacles which can create negative progress about training. Amidst the shortcomings there are numerous benefits that can be accrued through training and development and employee productivity, employee satisfaction, organizational efficiency and effectiveness. The purpose of this study was to assess the effect of training and development strategies on Organizational performance in Central Bank of South Sudan, Juba. Objectives of the Study were; to determine how training and development strategies that have been adopted by Central Bank of Southern Sudan affect its performance and to establish the challenges experienced by Central Bank of Southern Sudan when implementing training and development. The research was conducted at Central Bank of South Sudan which is situated in Juba. The data was obtained from employees of the bank from both the management and Staff from different departments. The descriptive research design was used in the study. The target population was 111 employees while the sample population was 41 employees. The findings showed that several training and development strategies have been adopted by the Central Bank of South Sudan. The extent of strategy adoption was however different. The study found organizational culture, policies and leadership style influenced strategies adoption. The finding showed that training and development strategies increase staff motivation, increase employee satisfaction hence increasing productivity of employees. The study recommends that evaluation of the training methods should be done before the training is given so that the impact of the training on performance is measured. Also, training is an investment to the employees by the organization, and should, therefore, bring returns to the organization. On the area for further study, an expanded study which covers not only the Central Bank of South Sudan but also related banks be carried out as this will help to assess whether the findings of the current study could have universal application.
Keywords: Training, development strategies, challenges, Performance, Central Bank of South Suda
Influence of Decentralized Units in Enhancing Democratic Governance Process in Kenya
No full textDevolution framework in Kenya is anchored in article 174 of the Constitution which espouses the relationships where political, administrative and fiscal power is distributed to semi-autonomous territorial and sub-national units which seek to promote accountability, transparency, responsiveness and legitimacy in a state. For this to be achieved, the devolution framework borrows heavily on the objects of the Kenyan devolution framework to select key indicators like devolved units to measure the relationship between the devolution framework and democratic governance indicators. The devolution framework in Kenya promised a structural architecture of power relations that engenders democratic governance tenets of transparency, accountability and open governance. The objective of the study was to establish the influence of decentralized units on enhancing democratic governance. The study adopted descriptive and correlation research design. All the forty-seven (47) counties in Kenya were targeted, with five officers per counties forming the sample frame. Regression models were used to examine the influence of the devolution framework on democratic governance in Kenya. The study found that there was a positive relationship between decentralized units and democratic governance. This study addresses the existing knowledge gap by determining the effect of decentralised units on democratic governance process in Kenya is not direct but rather is through devolved units. The findings of this study therefore have implications for theory, practice and policy. The study recommends need to strengthen institutions and resource mobilization to the devolved units.
Keywords: Decentralized Units, Democratic Governance, Keny
Influence of Leadership Communication and Employees Satisfaction on the Performance of Employees in the County Government of Makueni
No full textEmployee performance and productivity is of major concern in any economy worldwide. In Kenya there was establishment of the county government in 2010 after the promulgation of the constitution. This new system of governance in Kenya, devolution, is associated with greater participation in key decisions by members of society; a greater sense of shared vision and mission; an improved societal confidence and support based on greater knowledge and involvement. Although when the government was devolved into Counties most people left their original place of work and sought employment in the County Government, the challenge is that 20% of the jobs in the County Government are basically on contract and 80% are on permanent basis therefore this study tries to study the ways that the County government will have to adopt in order to retain their employees on job and ensure good performance. The general objective of the study was to investigate the determinants of employee performance success in Kenya: a case of Makueni county government. The study used descriptive research design. The study targeted the management and staff from the ten ministries/ departments in the county government of Makueni who were 220 in number. The study used the convenience sampling technique to select 96 managers who oversee the employees in executing their duties, the staff/ employees will also be sampled in regard to reporting to their managers in the county government of Makueni. The study found out that leadership communication and employees' satisfaction have a significant effect on employee performance. The study recommended for communication to be done directly to employees whenever possible, use of proper and effective means of communication and avoid abusive language. Satisfaction of employees is very key on their performance and therefore the county leadership should strengthen attracting employees with skills and developing those with limited skills to promote their self-worth and confidence which is so basic in satisfaction.
Keywords: Leadership Communication, Employees Satisfaction, Performance of Employees, County Government, Makueni Count
The Participation Levels of Smallholder Maize Farmers in Group Microcredit in Murang'a County, Kenya
No full textAvailability, accessibility and affordability of rural credit is one of the key elements for transforming rural economies through enhancing agricultural productivity, food security and poverty reduction. A good number of farmers in Murang'a County have engaged micro credit to boost maize production but the difference in productivity between beneficiaries and non beneficiaries have not been evaluated. This study sought to examine the contribution of Microfinance services to food security of smallholder farmers in Murang'a County. Descriptive and econometric analysis, were used to analyze the data. Primary data was collected from 200 respondents randomly selected from credit beneficially and non-beneficially groups in Kiharu constituency using a structured questionnaire. The study uses the 'counterfactual' approach using propensity score matching to assess whether households who had participated in microfinance services had increased their maize yield compared to non-participants. Multivariate logistic regression showed that the proportion of land allocated to maize production had a positive and significant association with credit borrowing. The results also indicated a positive and significant relationship between group membership and credit borrowing. With regards to interest on loan and credit, a positive and significant relationship existed. In addition, the results revealed that the frequency of group meetings had a positive and significant effect on the credit borrowed. The study recommends that small-scale farmers can work together as a recognized legalized entity in order to improve their bargaining ability and to take advantage of economies of scale. In addition, commercial banks are yet to exploit their full potential with regards to credit provision to high-potential small-scale resource constrained farmers.
Keywords: Smallholder Maize Farmers, Group Microcredit, Murang'a County, Keny
Market Opportunities for Integrating Sustainable Land Management Practices in Snow Peas Farming in Gathara Ward
No full textThe research study focuses on evolution of consumer demands which led to development of certification schemes that begun with development of Europe Protocol for Good Agricultural Practice, EUREPGAP which later on changed to Global Protocol for Good Agricultural Practice. This was after the realization of unsustainable production practices that resulted in environmental degradation and did not uphold human dignity. As such, Kenya went ahead and localized the certification scheme which was guided by Strategy to Revitalize the Agricultural Sector that aimed at ensuring sustainable production systems. Among the standards include, the sustainable land management practices which have been known to be environmental friendly as well as result in job creation. The study focuses on snow peas production which is among the affected horticultural produce. It targets smallholder producers in North Kinangop Ward who have had difficulties of complying with the standards due to the cost implications. More specifically it will: Determine contribution of sustainable land management practices in snow peas farming to production costs in North Kinangop Ward; Assess environmental implications of integrating sustainable land management practices in snow peas farming in North Kinangop Ward and; Examine the market opportunities for integrating sustainable land management practices in snow peas farming in North Kinangop Ward. The study therefore will revealing some of the benefits realized upon adoption of sustainable land management practices by use of both qualitative and quantitative data. The data shall be collected using questionnaires and key informant interviews. The quantitative data shall appropriately be coded and then cleaned using Census and Survey Processing System (CSpro) a computer programme and later on exported to Statistical Package for Social Sciences for analysis. Percentages, means and regression analysis shall be used in generating results for all the objectives. For qualitative data, themes shall be developed and data categorized as per the themes, then using inferential deduction conclusions shall be drawn to build up on the results from SPSS analysis. The multivariate logistic regression revealed that contractual arrangement was positively and significantly associated with market opportunities In addition, the finding revealed that rejection rate and market opportunities are negatively and significantly related Cerfication schemes was positively and significantly associated with market opportunities. Soil management and market opportunities are positively and significantly related. The type market opportunities are positively and significantly related.
Keywords: market opportunities, sustainable land management practices, snow peas farming, Gathara War
Emerging Issues in Supply Chain Management with a Focus on Supply Chain Technologies and how they Affect Business Organizations Today; A Case of Unilever Kenya Limited
No full textThe fundamentals of supply chain management provide for many players to be involved from the source of raw materials to the end user. Supply Chain Management presents a company with the opportunity to mobilize goods and services, finances and information. The process that ensures a product reaches the consumer involves the collected effort of many players within the chain that make important decisions. These decisions are often influenced by the emerging issues within the chain; specifically, technology represents one of these issues and all players in the chain have to understand how it affects the process. The impact of supply chain technologies on business decisions cannot be understated, since it is the most dynamic aspect of business today; in this regard, managers within the supply chain know that it is not only a tool, but a paramount driver in the chain. The objective of the study was to determine the effects of emerging issues in supply chain management with a focus on supply chain technologies and how they affect business organizations today. The researcher used questionnaires to collect data. This study adopted descriptive research designs a case study of Unilever Kenya that generated both quantitative and qualitative data. The target population of this study was 60 employees of Unilever Kenya. Collected data was checked for completeness and consistencies. Content analysis was used to analyze qualitative data. The collected data was edited, coded and entered for analysis using the computer statistical package tool SPSS. Analyzed data was presented in tables. The findings the study concluded there were many types of supply chain technologies available. It was therefore the task of a company to choose a particular supply chain technology that would suit its needs. Further, the study concluded that supply chain technologies had helped cut down supply chain related costs and increase service deliveries.
Keywords: Supply Chain Management, Supply Chain Technologies, Business Organizations & Unilever Kenya Limited.
 
The Characteristics of Lending Groups in Murang’a County, Kenya
No full textAvailability, accessibility and affordability of rural credit is one of the key elements for transforming rural economies through enhancing agricultural productivity, food security and poverty reduction. A good number of farmers in Murang’a County have engaged micro credit to boost maize production but the difference in productivity between beneficiaries and non beneficiaries have not been evaluated. This study sought to analyze the characteristics of lending groups in Murang’a County, Kenya. Descriptive and econometric analysis, were used to analyze the data. Primary data was collected from 200 respondents randomly selected from credit beneficially and non-beneficially groups in Kiharu constituency using a structured questionnaire. The study uses the “counterfactual” approach using propensity score matching to assess whether households who had participated in microfinance services had increased their maize yield compared to non-participants. The results showed that the household head’s literacy level, primary activity, and market participation positively and significantly contributed to small-scale farmer’s access to credit. Majority indicated that they had access to credit, and for those who had accessed credit, their preferred source of credit were savings and credit institutions. The savings and credit institutions played a strong role in backstopping operations, providing standard policies and procedures, and co-branding subsidiaries in the network. They supported financial activities and handled funds intermediation, concentrated on agricultural services or joint production and also offered credit/ financial services to farmers. The study recommends that small-scale farmers can work together as a recognized legalized entity in order to improve their bargaining ability and to take advantage of economies of scale.
Keywords: characteristics, lending groups, Murang’a County, Keny