Kenyatta University Repository
Kenyatta University Institutional Repository is a digital archive that collects, preserves and disseminates scholarly outputs of the Institution
IMPORTANT LINKS
Communities in DSpace
Select a community to browse its collections.
Recent Submissions
Brand Equity and Customer Satisfaction of E-Banking Account Holders of Commercial Banks in Nairobi City County, Kenya.
(Kenyatta University, 2025-11) Gaitung’u, Kellen Wangari
Customer satisfaction in e-banking in Kenya has been on the decline despite scholarly research contributions. In 2015 customer satisfaction in e-banking was approximately at 64%, in 2016 trust was at 78% with only 13% reporting an experience with some form of online fraud attempts while using e-banking platforms. Unfortunately, in 2017 satisfaction in e- banking dropped to 50% and trust to 66.7% while in 2020 satisfaction in e-banking was a meagre 33%. The study aimed at establishing the effect of brand equity on customer satisfaction of e-banking account holders of commercial banks in Nairobi City, Kenya. The specific objectives of the study was to establish the effect of brand awareness, perceived quality and brand associations on customer satisfaction of e-banking account holders in commercial banks in Nairobi City, Kenya. The study also assessed the mediating effect of customer trust and the moderating effect of customer demographics on brand equity and customer satisfaction. The study was anchored on Aaker’s brand equity model which was complemented by; the signalling theory, expectancy value and disconfirmation paradigm theory guided the study. The research philosophy was positivism with descriptive and explanatory research design. This was because positivism allowed for quantifying of qualitative data, explanatory allowed for examination of causal relationships, while descriptive allowed comparisons of study variable’s response by the study population. The study context was Nairobi County which has 564 bank brand branches, allowing access to variety of customer demographics and all bank tiers. The target population was 66,315,699(Central Bank of Kenya, 2021), with Nairobi accounting for 40% hence 26,040,000 account holders from commercial banks in Nairobi, of which 99.5% were subscribers of e-banking. Sampling took the form of stratified, disproportionate stratified and random sampling techniques. A sample of 400 respondents was selected. Primary data was used and collected using questionnaires disseminated using a survey monkey application and/or electronic mail with questions on a 5- and 10-point Likert scale. Content and construct validity was examined, by a pilot test and use of confirmatory factor analysis with a loading of 0.6. Reliability of the research instrument was determined by Cronbach’s’ Alpha coefficient, which yielded 0.960, 0.7 been excellent reliability. Qualitative data was analysed through content analysis. Quantitative data was analysed using descriptive and inferential statistics. To ascertain assumptions of multiple linear regressions diagnostic tests for normality, outliers, linearity, multicollinearity and homogeneity of variance were conducted. Simple linear and multiple linear regression were conducted to assess the relationships between independent, mediating, moderating and dependent variables. The hypotheses were tested using a P-value <0.05 to assess statistical significance while value of adjusted R2 measured amount of variation in customer satisfaction that was explained by brand equity variables. The relationship between brand equity on customer satisfaction of e-banking account holders in commercial banks in Nairobi City County, was found to be statistically significant at 5% significance level. In addition, customer demographic variable; income had a moderating effect on the relationship between brand equity and customer satisfaction while customer trust had a statistically significant mediating effect on the relationship between brand equity and customer satisfaction at 95% confidence level. The study concluded that brand equity has a positive and statistically significant effect on customer satisfaction of e- banking account holders in commercial banks in Nairobi City County. The Banks and CBK as the regulator can use the findings of this study to formulate brand equity related policies that enhance customer satisfaction of e-banking account holders in commercial banks in Nairobi City County. The study contributes to the pool of knowledge and suggests research gaps realized from findings and makes recommendations on possible research areas.
Influence of Ethnic Polarization on Devolved Governance in Embu County, Kenya 1963-2023
(Kenyatta University, 2025-09) Warurii,Fredrick Kariuki
The study focused on how decentralized and devolved governance was influenced by ethnic polarization in Embu County. The pre-colonial, colonial and post-colonial period applied decentralization until 2013. Devolution governance was applied from 2013. The objectives of the study were to: discuss the historical context of decentralization in Kenya and Embu County from pre-colonial period to 1963, assess the enhancement of ethnic polarization in the application of decentralization and devolution in Kenya and Embu County from 1963 to 2013 and analyze the interventions offered by devolved governance in order to mitigate ethnic polarization between the Aembu and the Ambeere in Embu County, Kenya between 2013 and 2023. The study was significant because devolution was an avenue for socio-economic development and constitutional democracy. The Hegemonic Exchange Theory by Rothchild (2016) and the Rising Expectations led to Rising Frustrations Theory by Huntington and Learner (1993), were used to interpret the findings of the study. Literature review adopted the funnel structure as guided by the research objectives. This chapter focused on the historical context of decentralization from pre-colonial period to 1963, application of decentralization and devolution from 1963 to 2013 and interventions of devolved governance to mitigate ethnic polarization from 2013 to 2023. The factors which emboldened ethnic polarization were placed under the economic, social and political categorization attached to the objective periodization. The two theoretical frameworks paid attention to relevance, divergence, research gaps and personal views. The conceptual framework provided a contrast in the structural and operational glimpse between decentralization and devolution. Descriptive research design was used in both qualitative and quantitative research approaches. Data was gathered using both primary and secondary sources. The sample size was 130 respondents drawn from a target population of 608,599 (KPHC; 2019). Primary data was gathered through questionnaires, interviews, Kenya National Archives (KNA) documentations and Government reports. The sample size for random sampling totaled 70 respondents and that for purposive sampling to 60. Secondary data was sourced from books, theses, journals and articles in newspapers from public and university libraries. Online sources were used to factor in the most recent and relevant studies in governance and ethnic polarization. The study majorly relied on qualitative method of data analysis. Data presentation was portrayed using descriptive statistics such as frequency tables, verbatim captions, plates, pie-charts, bar-graphs and line-graphs where applicable for effective understanding of data analysis. The socio-economic and political architecture which was a product of historical and governance models emboldened inter-ethnic polarization for both the Aembu and the Ambeere. I contend that equitable distribution of socio-economic infrastructure and the adoption of negotiated democracy in the executive docket of the County Governor of Embu on rotational constitutional term limit arrangement was one of the robust options of ethnic communities’ parity; popularly engendered to bring about ethnic co-existence and sustainable peace in Embu County. The contribution of this research was to bring about inter-ethnic cohesion and improve the quality of legal, legitimate and accountable governance for efficient service delivery to residents of Embu County and other citizens of Kenya.
Camel Herd Growth and Milk Commercialization in Isiolo and Marsabit Counties, Kenya
(Kenyatta University, 2025-11) Thiakunu,Florence Karimi
Rising animal product demand offers pastoralists a chance to boost economic
growth through camel rearing. Causes of calf mortality, the effect of improving
diet during mating and commercialization factors are inadequate. A study was
carried out in Isiolo and Marsabit counties to investigate factors influencing herd
growth and the commercialization of camel milk. The study aimed to evaluate
the impact of herd structure and concentrate supplementation on performance
and milk quality. Additionally, it examined factors affecting calf morbidity and
survival rates, decisions, and the extent of pastoralists’ market participation. The
findings will be useful to pastoralists, animal health workers and stakeholders in
camel milk value chain. Data were collected through questionnaires from 379
camel-rearing households. The information gathered included the number of
camels by age and sex categories, calf diseases, and market participation. A diet
containing 11.76% crude protein and 2,897 Kcal/kg metabolizable energy was
supplemented for 9 weeks during mating season to 10 camels, while 10 others
served as the control. Post-supplementation parameters included milk yields,
serum glucose, proteins, minerals, and mating dates. Weekly milk samples were
analyzed in triplicate using the Kjeldahl method for protein content and Gerber
method for fat content. Pregnancy confirmation was through progesterone
analysis using micro particle immunoassay. Commercialization was assessed
using a questionnaire to determine the decision and the extent of milk sales, feed
and mineral purchases, and hiring labour. Paired mean comparisons were done
to identify differences in production, serum biochemical levels, milk protein, and
fat levels with 95% confidence. Means and frequencies for herd structure, calf
diseases, and market participation were performed at a 0.05 significance level.
Linear regression analyses were conducted to ascertain the influence of herd
structure on performance and herd management on calf morbidity and mortality.
Further linear regression was done to determine how demographic, physical
resources and human capital affect market participation at a 0.05 level of
significance. In Isiolo, there were more adult female camels (above 12%)
compared to Marsabit (below 10%). The tail cocking method used by pastoralists
for pregnancy diagnosis was ineffective. A higher percentage of 6–8-year-old
females increased production by 18% (wet season) and 25.9% (dry season)
Gross calf mortality was 44.11%, primarily due to predation (11.43%), followed
by tick paralysis (10.51%) and microbial diseases. Less deworming, early milk
sales, and shorter suckling raised the incidence of pneumonia cases (p<0.05). All
supplemented camels were mated within the first two weeks and had a higher
conception rate (40%) compared to unsupplemented camels (10%). Mean daily
milk production was 25.26±0.42 liters for the supplemented group and
22.79±0.41 liters for the unsupplemented group (p<0.001). Mean biochemical
profiles, milk protein, and fat were significantly higher after supplementation
(p˂0.05). Market participation was influenced by the proportion of milk sold
during the dry season and access to extension services. The study concluded that
strategic herd proportions adjustments combined with supplemented feeding can
improve camel fertility, hence the herd growth. Predation, tick paralysis, and
microbial diseases were the main causes of calf mortality. Extension services
Determinants of Land Use Conflicts among Farming and Pastoral Communities in Tana Delta, Tana River County, Kenya
(Kenyatta University, 2025-08) Mohamud, Abdullahi Ahmed
Patterns of violent conflict in pastoralist communities have been progressively generated in the last two decades by highly politicized land demands promoted by political elites who frequently use historical "injustices" and current violations to gain symbolic capital with their electorate. Administrative borders, exclusive property access, and initiatives to maintain an ethnically homogeneous electorate have consequently become contentious topics. Decentralization and recent developments in democratic development, which have opened up new avenues for resolving territorial disputes, are inextricably tied to these dynamics. This difficulty has been compounded in northern Kenya, where many pastoralist groups are undergoing fast changes in their land-use relationships. Land conflicts have erupted in the Tana River delta as people seek land for farming and greener pastures. As such, this research was done to find out what causes the persistent land disputes between farmers and herders in the Tana Delta. Three research objectives were devised to guide the study. The research objectives were as follows: first, to explore the political, social, and economic variables fuelling disputes over natural resources in Tana Delta; second, to evaluate the impacts of the legal as well as customary regulatory systems put into effect in Tana Delta on land-use conflict; and third, to investigate Tana Delta community members' perceptions of addressing natural resource conflicts. The research was based on the understanding that despite repeated attempts by the government to put an end to the hostilities between farmers and herders, they have escalated and are now unsustainable from an economic and social standpoint. To obtain data, standard questionnaires and fundamental interview procedures were followed. Tana Delta families were chosen as the study's target demographic. Statistical social science software SPSS version 24 was used to clean and analyse the gathered data. Pie charts, graphs, and tables were used to show the results. The inquiry produced three important conclusions. These are: first, land ownership, a rush for pasture access, and second, water and political provocation, which leads to confrontation between pastoralists and farmers. Third, the study reported that some of the legal measures that have been adopted to manage disputes in the area include demarcating contested sections of the basin, forming a Tana peace committee, and deploying conflict management institutions. First, people in Tana Delta and other dry areas where conflicts between pastoralists and crop growers are widespread should be educated on the value of peace as well as how they ought to refrain from clashes that result in increased losses and harm. Second, the research proposes that the government and other stakeholders, especially county governments, develop policies to hold any individual found to be instigating or fuelling tensions within communities accountable and to ensure that such individuals face the law. Third, the study advocates for community members to be involved in the creation of peace initiatives in order to lessen resistance. Policy makers also ought to schedule meetings with local residents to solicit their feedback on the policies that will be used to reduce land conflicts.
Efficacy of Public-Private Partnership Framework in the Implementation of Energy Infrastructure Projects in Kenya
(Kenyatta University, 2025-10) Barasa, Fernandes Odinga
The study sought to examine the efficacy of public-private partnership framework in the implementation of energy infrastructure projects in Kenya. Specifically, it focused on evaluating the effect of the legal, procurement, financing, and investment frameworks on the implementation of energy infrastructure projects. The study was motivated by the fact that while PPPs have gained popularity currently, there has been limited empirical research on their performance, particularly in terms of their effect on project implementation in terms of time, cost, and project outcomes. The study sought to fill in this gap. To achieve the objective, the study employed a comprehensive research design, combining both descriptive and causal-explanatory approaches. The study’s target population included key entities within the electricity projects implementing sphere under the Ministry of Energy being Energy and Petroleum Regulatory Authority, Ministry of Energy, the National Treasury, 7 tier 1 commercial banks and 6 development partners. A census approach was adopted, given the manageable size and heterogeneity of the target population. Data was primarily collected through structured questionnaires and key informant interviews, preceded by a pilot study of the Ministry of Roads to determine the validity and reliability of the data collection tools. Data was analyzed using SPSS with descriptive statistics and inferential statistical analysis being relied on. Regarding the inferential statistics analysis, parametric and non - parametric analysis was used. For the parametric analysis, a multivariate Ordinary Least Squares regression model was the focus while for non - parametric analysis, Structural Equation Modelling was applied. The findings of this research offer significant insights into the effectiveness of Public-Private Partnership (PPP) frameworks in the implementation of energy infrastructure projects in Kenya. A well-defined legal framework positively influences project implementation time, cost, and outcome. Government policies further enhance this effect, emphasizing the importance of supportive policies to bolster the efficacy of the legal framework. Conversely, the procurement framework was found to have a detrimental effect on project implementation time. This suggests that the procurement process for PPP projects in Kenya may be lengthy and may require streamlining to expedite project execution. While government policy exhibited a positive moderating effect on this relationship, the influence remained statistically insignificant, suggesting room for policy improvements in this domain. The financing framework was found to accelerate project implementation time, indicating its potential to expedite project execution. However, it had a negative effect on project implementation cost, potentially due to the increased costs associated with private sector participation. Moreover, the financing framework negatively influenced project outcomes, underlining the importance of careful consideration of financial aspects in PPP projects. On a positive note, the investment framework was identified as a significant driver of project implementation time and project outcome. A conducive investment environment was found to positively influence project execution and enhance project success. Government policy was found to play a substantial role in augmenting the effectiveness of the investment framework, underscoring the need for supportive policies in this context. Overall, these findings provide valuable insights for policymakers, practitioners, and stakeholders involved in energy infrastructure projects and PPP initiatives in Kenya. They emphasize the importance of optimizing the legal, procurement, financing, and investment frameworks to ensure the efficient and successful implementation of energy infrastructure projects, aligning with broader developmental and economic objectives.