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Knowledge Management Practices and Quality of Service Delivery at Equity Bank Headquarters in Nairobi City County, Kenya.
(Kenyatta University, 2025-10) Ong’era,Deborah Nyanchama
Utmost service delivery is a fundamental component to any firm’s success. Businesses work to guarantee that their clients receive superior service at every point of contact. Satisfactory service delivery at Equity Bank has been a major obstacle and a major source of annoyance for its clients. Review of literature reveals that there is scanty empirical evidence on the effect of knowledge management on service delivery in the banking industry. Most prior studies have focused on NGOs, the judiciary, and NSE-listed firms, leaving a gap in the banking industry. This study addresses this gap by evaluating how knowledge management practices influence service delivery at Equity Bank. The main objective of this research was to establish the effect of knowledge management practices on quality service delivery at Equity Bank headquarters. Particularly, the study aimed to establish the effect of knowledge acquisition, sharing, creation, and application on quality-of-service delivery at Equity Bank headquarters. The research was centered on the knowledge-based theory of the firm and the SERVQUAL Model. The study utilized both explanatory and descriptive research framework. The Equity Bank headquarters in Nairobi City County was the target population. The observation unit was 25 staff working in middle-level management and 105 staff working in low-level management at the Equity Bank head Office. A census approach was used, and hence all the 130 middle and low-level management staff were utilized. To acquire primary data, semi-structured questionnaires were employed. A pilot study aimed at pretesting and validating the questionnaire was conducted with low-level management and middle-level management of Equity Bank Mundi Mbingu branch. Content validity was evaluated via a comprehensive process that involved not only the input of the research supervisor but also insights from relevant theories and prior studies. Face validity was assessed by the investigator in consultation with the supervisor to verify that the instrument seems to gauge what it is meant to gauge. Construct validity was further examined using confirmatory factor analysis. To assess reliability, Cronbach’s alpha was employed to measure internal consistency, with a threshold of 0.7 deemed acceptable. The research instruments were designed to gather both quantitative and qualitative data. Themes were created by adopting content analysis to the qualitative data acquired from open-ended questions. SPSS, version 28, was utilized to evaluate quantitative data obtained from the surveys utilizing both inferential and descriptive statistics. Standard deviation, percentages, mean, and frequency distribution served as examples of descriptive statistics. Inferential statistics consisted Pearson correlation along with regression analysis. The findings were presented in figures and tables, like pie charts and bar charts. The research found that knowledge acquisition (β₁=0.629, p-value=0.000), knowledge sharing (β₁=0.481, p-value=0.000), knowledge creation (β₁=0.317, p-value=0.000), and knowledge application (β₁=0.231, p-value=0.000) has a positive and significant effect on quality-of-service delivery at Equity Bank headquarters in Nairobi City County. The study concludes that knowledge acquisition, knowledge sharing, knowledge creation, and knowledge application significantly affects quality of service delivery at Equity Bank. The research recommends that Equity Bank should strengthen knowledge application, creation, sharing, and acquisition by investing in continuous training, fostering collaboration, encouraging innovation, and implementing technology-driven knowledge management systems. In addition, the bank should establish structured knowledge-sharing platforms, reward knowledge contributions, and facilitate evidence-based decision-making to strengthen service quality and customer satisfaction.
Management Strategies and Sustainability of Health Projects Funded By Non-Government Organisations in Machakos County, Kenya
(Kenyatta University, 2025-09) NgoviDavid Mutiso
Sustainability health projects in Kenya remains a major challenge and despite of efforts to improve the health status of communities. A big number of health projects fail within three years of initiation. Every project exists to achieve certain goals and objectives but the achievement of these goals and the sustainability of the project dependents on several factors among them resources availability. One of the greatest challenges facing project funded by non-profit organizations is self-sustainability. Health projects funded by non-government organizations are formulating different management strategies not only because funding is decreasing but due to donors shifting their focus to new areas. Most non-governmental health funded projects are faced with sustainability challenges which can be attributed to difficulties in design, monitoring, and implementation of project management strategies which may impact negatively on overall sustainability. Objectives of this research were; to investigate the factors affecting the sustainability health project funded of non-government health projects in Machakos County to establish effect of management competence, budget allocation, stakeholder participation and digital inclusion affect the sustainability health projects funded by non- governmental organizations in Machakos County. Descriptive survey research design was adopted targeting 250 project managers, team leaders, communication officers, projects representatives, contractors and consultants from these projects from Machakos County. The sample size of 80 respondents was selected through stratified random sampling. Primary data was gathered with the support of the questionnaire that had undergone pilot testing. Content and construct validity was tested with the aid of the supervisor and two experts in the field of project management. Reliability was determined based on pilot testing results where Cronbach Alpha Coefficients were computed and interpreted at 0.7. The analysis was done through use of Statistical Package for Social Sciences. Data was analyzed through descriptive and inferential analysis. Descriptive analysis included means and standard deviations, correlation and regression and presented through tables and figures. The stakeholder participation, digital inclusion, budget allocation and management competence were found to have a positive significant influence on the sustainability of project funded by non- governmental organization in Machakos County, Kenya. The study concludes that engaging local communities, government entities, and other relevant parties in the planning and implementation phases of these projects is essential for their long-term success. Digital inclusion facilitates improved communication, access to information, and the ability to leverage online resources, which can lead to greater community participation and ownership of projects. Budget allocation facilitates the implementation of various sustainability practices and also fosters collaboration among stakeholders, including local communities, government entities, and private sector partners. Effective management practices, including strategic planning, resource allocation, and stakeholder engagement, significantly contribute to the overall success of these projects. The study recommends that non-governmental organizations should prioritize stakeholder engagement as a core component of their project design and execution. NGOs should prioritize strategies that promote digital literacy and infrastructure development as part of their project planning and implementation processes. NGOs should explore various funding avenues, including grants from international organizations, partnerships with private sector companies, and crowdfunding initiatives. There is need for establishing mentorship programs that pair experienced project managers with less experienced individuals can facilitate knowledge transfer.
Effects of Farmer Socio-Demographics on Agricultural Projects in Kenya: Case of Narig Project in Makueni County
(Kenyatta University, 2025-08) Ksee, Daniel Mutinda Muli
Farmer socio-demographic factors have been shown to influence the performance of agricultural development projects while agricultural development projects have been used to accelerate agricultural growth in globally and in Kenya in order to support economic progress. There is however, little literature on the effects of the farmer socio-demographic factors on the performance of such projects in Kenya. This study aimed at assessing the effects of farmer socio-demographic factors on Agricultural projects in Kenya, using the case of the National Agriculture and Rural Inclusive Growth Project implemented in Makueni County. The objectives of the study were to assess the effects of age, levels of education, levels on income and household size on the performance of NARIG project in Makueni County. The study was based in Makueni County. The study utilized the Agrarian change theory by Boserup and the theory of planned behaviour as theoretical frameworks of the research. The research employed a descriptive survey design. The target population was the 18,754 farmers who have been implementing the project in the County. A stratified and purposive sampling design was utilized to pick 392 participants based on sample size determination as recommended by Naing. A structured questionnaire was used to collect data, with the data being collected by research assistants to an online tool. Data analysis was done using descriptive and inferential statistics. The study utilized Python 3.11 as the primary programming language for data analysis. Descriptive statistical analysis used percentages, means and frequencies while inferential statistical analysis used Pearson correlation and both simple linear and multiple regression. Based on the study's findings, it can be concluded that overall, the socio-demographic factors (age, level of education, level of income and household size) do not play a significant role in the performance of the project. However, there is a small positive correlation between age, level of income, secondary education and household size of five (5). Age has a small influence on project performance based on its regression coefficient. The study recommends that policy makers who are formulating agricultural projects and programmes should take into account the age of implementers of the project as this is likely to influence the project’s success. Policy makers need to find ways of including younger people in agriculture and implementation of agriculture development project.
Evaluating Cybersecurity Threats, Mitigation Measures, and Key Determinants of Security for Kenya’s eCitizen Platform
(Kenyatta University, 2025-11) Sitienei, Jennifer Chebet
This research explored the cybersecurity threats on security of Kenya's eCitizen platform, a crucial digital platform for accessing government services in the face of rising global cyber threats. The study focused on protecting sensitive governmental data, with objectives that included analyzing cybersecurity threats, evaluating mitigation measures, assessing the effectiveness of cybersecurity measures put in place and providing actionable recommendations. The literature review thoroughly examined each objective through the lens of established cybersecurity theories such as defense in Depth, Zero Trust, and the Integrated Theories of Cybercrimes. The research utilized a descriptive research design with a case study approach and multi-stage sampling technique to obtain a sample of 216 participants. Primary data was collected using questionnaires and interview schedules. SPSS 24 software was used to compute descriptive statistics and inferential statistics. Thematic analysis was also used to analyze qualitative data from open-ended questions and presented along quantitative data. The results from questionnaire and tools were triangulated to obtain a thick descriptionThe Descriptive statistics indicated that Phishing was seen as the most severe threat, Hacking was also ranked high in severity, Malicious software and Denial of Service attacks were viewed as moderately severe, Insider threats and cyberstalking were considered less severe. And regarding the cybersecurity measures on eCitizen platform the results revealed that User education and awareness programs, Regular security audits, Firewalls and intrusion detection systems were rated moderately effective while Data backup and recovery measures were rated lower, Access control measures, Encryption was rated the highest at 3.65, indicating a strong consensus on its critical role in data protection. The regression model revealed that predictors such as cybersecurity threats, security measures, and effectiveness factors are significantly correlated with the eCitizen platform’s security. The conclusions emphasized the need for improved governance, enhanced risk management practices, updated legislation, and increased international cooperation to address evolving cyber threats effectively. The study recommends for proactive measures, transparent communication, and collaborative efforts across sectors to improve security and public confidence in digital services.
Project Management Practices, Community Conservancy Approach and Sustainability of Rangeland-Based Projects’ Benefits in Northern Kenya
(Kenyatta University, 2025-12) Sosaita, Paul Lolongei
Despite global efforts to address climate-induced challenges through transparent and accountable interventions, Community rangeland conservation projects in Kenya continue to face persistent challenges, including non-participatory and donor driven designing, limited stakeholder engagement, inadequate awareness of restoration best practices, insufficient financial resources, insufficient rangeland management policies in place, and poor coordination among key stakeholders. These constraints continue to undermine the sustainability of benefits derived from these projects to the local communities therefore fails to make any significant impact. This study examined how project management practices influence the sustainability of community rangeland conservation project benefits in Northern Kenya. Specifically, the study assessed the effects of project design, stakeholder engagement, law and regulations, and digital knowledge inclusion, and further determined the moderating role of the Community Conservancy approach. The study adopted a descriptive research design targeting households across five community conservancies in Marsabit, Isiolo, and Samburu counties. A sample of 451 respondents was selected using proportionate stratified random sampling, and 369 valid responses were obtained, representing an 81.82% response rate. Primary data were collected through structured questionnaires whose validity was verified through content, construct, and criterion checks, while reliability was confirmed using Cronbach’s alpha coefficients. Prior to regression analysis, statistical assumptions, including normality, multicollinearity, linearity, and homoscedasticity, were tested to ensure model adequacy. Data were analyzed using descriptive statistics (means and standard deviations) and inferential statistics, including correlation and multiple linear regression. Qualitative responses were analyzed through content analysis. The findings revealed that project design, stakeholder engagement, legal and regulatory compliance, and digital knowledge inclusion all had positive and significant effects on the sustainability of rangeland-based project benefits. The Community Conservancy approach significantly moderated the relationship between project management practices and sustainability outcomes. The study concludes that strengthening project management practices, particularly participatory design, inclusive stakeholder engagement, and community-driven governance enhances long-term projects sustainability. It recommends improving project design processes, broadening stakeholder involvement, enforcing legal frameworks, expanding digital infrastructure, and institutionalizing conservancy-based management structures