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Kenyatta University Institutional Repository is a digital archive that collects, preserves and disseminates scholarly outputs of the Institution
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Enforcement of Ethical Standards among Employees and Public Services Delivery at Bomet County Government, Kenya.
(Kenyatta University, 2025-11) Chepkoech, Helen
The enforcement of ethical standards within public service delivery is a critical issue that significantly influences the effectiveness and efficiency of government operations. In recent years, ethical lapses such as corruption, mismanagement, and lack of accountability have raised public concern regarding the quality of services offered by county governments. These unethical practices not only erode public trust but also impede the development and well-being of communities. This study sought to examine the effect of enforcement of ethical standards among employees on public service delivery in Bomet County Government, Kenya. The specific objectives were to: examine the effect of compliance with laws among employees on public service delivery; assess the effect of regular monitoring among employees on public service delivery; and determine the effect of implementation of ethics training programs among employees on public service delivery in Bomet County. The study was guided by the Institutional Theory and Agency Theory. A descriptive research design was adopted, targeting a population of 165 employees working at the Bomet County Headquarters, comprising 15 heads of departments, 25 directors, and 125 frontline service providers. The sample size of 120 respondents was determined using the Yamane (1967) formula, and participants were selected through stratified random sampling to ensure proportional representation across departments. Data were collected using semi-structured questionnaires. A pilot study involving 12 respondents (approximately 10% of the sample size) was conducted to test the research instrument. Content validity was ensured through expert review by two university research supervisors and one ethics specialist, while construct validity was checked through alignment of questionnaire items with study objectives. The reliability of the instrument was evaluated using Cronbach’s Alpha, with a reliability coefficient threshold of 0.7 set as acceptable for internal consistency. Both quantitative and qualitative data were collected. Quantitative data were analyzed using descriptive statistics (means, percentages, and standard deviations) and inferential statistics (ANOVA and multiple regression analysis), while qualitative data were analyzed thematically and presented narratively. The findings revealed that compliance with laws, regular monitoring, and implementation of ethics training programs among employees had a positive and statistically significant effect on public service delivery, with p-values of 0.002, 0.002, and 0.004, respectively. The study concluded that compliance with laws promotes transparency and accountability among employees, regular monitoring enhances adherence to standards and timely correction of deviations, while implementation of ethics training fosters professionalism and ethical behavior. It was recommended that the county government strengthen and harmonize ethical frameworks, institutionalize continuous ethics training, and establish an independent ethical oversight unit to ensure consistent adherence to integrity and public service values.
Service Quality and Customer Satisfaction in Star Hotels in Nairobi County, Kenya
(Kenyatta University, 2025-11) Njuguna, Reuben
In the contemporary hospitality sector service quality and customer satisfaction have emerged as pivotal elements in achieving and maintaining competitive advantage. This heightened emphasis stems from the increasingly saturated and dynamic market in which hotels operate. Customer satisfaction is not merely a desirable outcome but a strategic imperative, as contented guests are more likely to become repeat customers, which in turn contributes to sustained financial performance and brand loyalty. As such, hotel management at all levels is compelled to prioritize the delivery of exceptional guest experiences as a means of enhancing both reputation and profitability. This study was designed to explore the relationship between service quality and customer satisfaction within the hotel sector in Nairobi County, Kenya. Specifically, the research sought to assess how various dimensions of service quality namely tangibility, reliability, and responsiveness influence customer satisfaction among hotel guests. The study further sought to provide a holistic understanding of how the overall perception of service quality affects guest contentment from the perspective of hospitality establishments. The target population was 26 classified hotels situated within Nairobi County. A descriptive case study research design was deemed appropriate. This approach enabled the researcher to carry out a comprehensive and contextual analysis of customer experiences in these specific hotel settings. The scope of the research encompassed guests staying at hotels of varying star ratings, providing a broad and inclusive representation of the hospitality landscape in the county. According to official data published in the Kenya Gazette on June 13, 2022, Nairobi County is home to 26 registered hotels, categorized by their quality ratings as follows: seven five-star hotels, nine three-star hotels, five two-star hotels, and five one-star hotels. Collectively, these establishments offer a total bed capacity of approximately 6,200. With an average occupancy rate of 55%, it was estimated that about 3,450 guests are accommodated on any given night. A pilot test evaluated question validity and data reliability. To obtain a representative sample of the guest population, the study employed a stratified random sampling technique. This method allowed for the equitable selection of participants across all hotel categories. Ultimately, a sample size of 358 respondents was drawn from the estimated population of 3,450 hotel guests. This sample was considered statistically adequate for conducting the analysis and achieving the study’s objectives. Data collection was facilitated through the use of a structured questionnaire, which served as the primary instrument for gathering quantitative data from the selected participants. The questionnaire was designed to capture key information relevant to the various service quality dimensions and the corresponding levels of customer satisfaction. Upon collection, the data were subjected to descriptive statistical analysis, which involved calculating frequencies, means, and standard deviations to summarize the participants' responses. These findings were presented visually through tables, charts, and graphs to enhance clarity and interpretability. Furthermore, inferential statistical methods were employed to explore the relationships between variables. Pearson Product-Moment Correlation analysis was used to determine the strength and direction of associations between the independent variables (service quality dimensions) and the dependent variable (customer satisfaction). Additionally, multiple regression analysis was conducted to examine the combined and individual effects of the service quality components on overall guest satisfaction. This analytical approach provided a robust framework for understanding the influence of service quality on customer satisfaction within Nairobi’s hotel industry.
Implementation of Electronic Tax Invoice Management System and Revenue Collection Case of Kenya Revenue Authority
(Kenyatta University, 2025-11) Koech,Billy Kipruto
The link between the employment of an automated tax invoice management system and revenue collection had not been clearly defined in the scholarly literature. The Kenya Revenue Authority (KRA), with the assistance of the government, had put measures in place to ensure tax compliance for funding government projects. However, despite these efforts, the nation continued to encounter challenges in tax revenue collection. One prominent issue was the lack of consolidation in tax administrative procedures, as there was no single Tax Procedures Act governing both national and county governments. Therefore, this study sought to establish the effects implementation of electronic tax invoice management system on revenue collection. The study was guided by specific objectives such as; To assess the effects of user adoption on revenue collection at the Kenya Revenue Authority; To assess how staff capacity affects revenue collection at the Kenya Revenue Authority; To establish the extent to which taxpayer training affects revenue collection at the Kenya Revenue Authority; To examine the effects of system management on revenue collection at the Kenya Revenue Authority. The study was guided by the Technology Acceptance Model, Diffusion of Innovation Theory, and Control Theory as its theoretical framework. It adopted a descriptive research design to establish the correlation between the variables. The target population comprised 3,905 KRA officers working at the head office and branches within Nairobi County, with a sample size of 400 respondents. Purposive sampling techniques were used, and data was collected using structured questionnaires. The study employed both quantitative and qualitative analysis, with quantitative data tested using regression analysis, while thematic analysis was used to analyze responses from open-ended questions. The findings revealed that system management had the most significant effect on revenue collection (β = 0.327, p = 0.000), followed by taxpayer training (β = 0.303, p = 0.003), staff capacity (β = 0.231, p = 0.004), and user adoption (β = 0.205, p = 0.001). The study established that while user adoption positively influenced revenue collection, challenges such as system complexity, resistance to technology, and inadequate digital literacy hindered full adoption. Staff capacity also played a critical role, but issues such as understaffing, lack of dedicated technical support, and outdated infrastructure limited its effectiveness. Taxpayer training was found to be essential for compliance, though accessibility to training materials remained a challenge. Additionally, system management emerged as the strongest predictor of revenue collection, emphasizing the need for continuous system upgrades, backup systems, and improved technical infrastructure. The study concluded that while eTIMS had improved revenue collection, its effectiveness depended on complementary factors such as user-friendly system design, well-trained staff, and continuous taxpayer engagement. It recommended simplifying the system interface, expanding training programs, increasing technical personnel, and investing in scalable infrastructure to enhance compliance and optimize revenue collection. Future studies should explore the long-term effects of eTIMS on tax compliance, the role of digital literacy in adoption, and the effectiveness of tax incentives in promoting voluntary compliance.
Bank Characteristics and Profitability of Tier Three Commercial Banks in Kenya
(Kenyatta University, 2025-11) Kariuki, Njuguna Fredrick
In recent years, the profitability of tier three Kenyan commercial banks has encountered difficulties, as financial reports reveal a progressive drop in performance. The CBK (2024) reported that the tier three banking sector's profitability growth slowed down in 2023, with some banks reporting reduced net earnings due to escalating operational costs. Many of these banks are also experiencing a rise in non-performing loans (NPLs), further constraining their profitability margins. This study aimed to identify key factors influencing profitability among Kenya’s tier three commercial banks. It specifically assessed the impact of market share, asset quality, capital adequacy, and central bank rates. Anchored in Market Power and Capital Buffer theories, the research explored how central bank rates relate to bank performance. A descriptive design was applied, focusing on all 22 licensed tier three banks in the country. The research applied secondary data comprising panel data of audited financial statements submitted to the CBK by the twenty-two commercial banks over the last ten years. The gathered data was encoded and entered into SPSS software and Excel spreadsheets for analysis, interpretation, and presentation of results. Descriptive statistics—frequencies, means, and percentages, were used to process quantitative data. To predict the dependent variable, multiple regression was employed with independent factors. A panel data model, suitable for tracking changes across banks and time, was adopted. Diagnostic checks were run to manage error risks. Results were displayed through tables, charts, and graphs. All three variables were statistically significant (Market Share: p = 0.003; Asset Quality: p = 0.019; Capital Adequacy: p = 0.001), demonstrating their joint explanatory power (F(3, 382) = 2.22, p < 0.001, R-squared = 0.2694). The final moderated model was also statistically significant (F (7, 376) = 3.18, p < 0.001), affirming the combined influence of internal and external factors on bank profitability. Findings showed that profitability in Kenya’s tier three banks was positively shaped by market share, asset quality, and capital adequacy. Stronger market positions boosted earnings, sound assets reduced default rates, and robust capital improved financial stability. While market share and asset quality also reinforced one another, capital adequacy appeared less connected to loan quality, suggesting different underlying drivers. The central bank rate had a weaker and less consistent influence, though modest increases could enhance profitability through interest margins; however, its overall direct effect in the panel model was negative, indicating that higher rates generally dampen returns. When monetary policy context was considered, the explanatory power of the model improved, with larger banks and well-capitalized institutions showing greater ability to withstand tighter policy conditions. Asset quality’s interaction with monetary policy was not significant, but it still trended positively, hinting at potential benefits under certain conditions. Profitability in Kenya’s tier three banks is shaped by internal elements—capital strength, asset quality, and market share, as well as external forces like central bank rates. To improve performance, banks are advised to grow their market footprint, strengthen credit controls, use capital efficiently, and adapt to economic shifts. Embracing digital tools and adhering to regulations are also key to sustaining growth and stability.
Urban Land Reforms and Community Lands Conflicts: A Case Study of Nairobi North Region
(Kenyatta University, 2025-06) Mwendani, Franklin
Land had a significant impact on a country's economic, social, and cultural growth. Land reforms included changes to land-ownership laws, regulations, or customary practices. Kenya had strong new land reform legislation, but how did it shape up in practice. The previous study aimed to assess the impacts of urban land reforms on community lands conflicts in Nairobi North Region. The study objectives were; to evaluate the impact of implementation of urban land reforms on community lands conflicts in Nairobi North Region, to assess the impact of equitable access to land resources on community lands conflicts in Nairobi North Region and to examine the impact of legal frameworks and policy mechanisms on community lands conflicts in Nairobi North Region. The research was guided by the theory of land administration. The descriptive survey research design was utilized. The study targeted 230 employees working at the ministry of land headquarters in Nairobi City County. Stratified random sampling was utilized in selecting 153 respondents. The questionnaires were utilized for gathering information. A pilot study was done to improve the dependability and accuracy of the research tools. The information gathered was examined using both descriptive and inferential statistical methods. Descriptive statistics included measures such as percentages, averages, and standard deviations, while inferential statistics encompassed ANOVA and regression analysis. The results were displayed using tables showing frequency, percentages, pie charts, and bar graphs. The outcomes show that R-value of 0.729 indicates a strong positive correlation between the independent variables (implementation of urban land reforms, equitable access to land resources, legal frameworks, and policy mechanisms) and the dependent variable (community land conflicts). The R Square value of 0.531 means that approximately 53.1% of the variance in community land conflicts can be explained by the implementation of urban land reforms, equitable access to land resources, and legal frameworks and policy mechanisms. The significance value (p = 0.003) demonstrates that the model is statistically significant, as the p-value is less than the typical threshold of 0.05. The research concludes that there is a strong correlation between the urban land reforms and community lands conflicts in Nairobi North Region. The findings reveal that while urban land reforms have made a positive contribution toward reducing conflicts, their overall effect remains limited by uneven implementation and enforcement, particularly in informal settlements and peri-urban areas. The study recommended that the government should focus on improving the implementation and enforcement of urban land reforms in Nairobi North Region, particularly in informal and peri-urban areas. While reforms have been effective in formal urban settings, their impact has been limited in regions where land tenure systems remain unclear. The government should invest in land registration and titling programs that target informal settlements to ensure that all landholders have secure ownership rights.