Browsing by Author "Macharia, Mercy"

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    An assessment of work's environment influence in the call centre: a case of Safaricom Limited (K)
    (2012-11-22) Macharia, Mercy
    Call centre representatives work in unique environments since they constantly manage customer interactions and are expected to adhere to strict targets .They are subjected to high levels of monitoring and control resulting to high level of stress and absenteeism The aim of this study was an assessment of the call centre work environment influence on absenteeism in Safaricom Limited call center. The specific objective was to establish the effect of task characteristics on absenteeism in the call centre, to establish the effect of work targets on absenteeism in the call centre, determine the effect of shift work on absenteeism, to establish the effect of the physical environment on absenteeism amongst CCR's and to determine the influence of absence management policies on absenteeism The population under study comprised of the 630 Call Centres Representatives (CCR'S) in Safaricom Limited Customer Management Department in Nairobi, a sample of 63 CCR's was drawn using stratified sampling. The study sought to assess work environment's influences absenteeism, specifically on task characteristics, work targets, shift work and physical environment and absence management policies. Shift schedule specifically adjusting well to shift work, and inability of the CCR to be able to enjoy other aspects of their lives could have an effect on absenteeism. Each respondent filled and submitted a structured questionnaire that was posted on the call center's intranet web page. The researcher used Statistical data analysis programme (SPSS,) to carry out data analysis to describe the relationship between the dependent variable (absenteeism )and the independent variables, task characteristics, shift work, physical work environment and absence management policies. Findings were presented by way of charts, graphs and tables. The research took duration of twenty two weeks to be completed.
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    Parental Socio-Economic Status and Its Influence on Internal Efficiency of Public Secondary Schools in Kiambu County, Kenya
    (Kenyatta University, 2024-05) Macharia, Mercy
    Parents’ socio-economic status plays an important role in ensuring high internal efficiency in schools by ensuring that students are enrolled, transit and compel their education. However, in Gatundu North Sub-county, the situation is different since many public secondary schools register low internal efficiency. The purpose of this study was to examine the influence of parental socio-economic status on internal efficiency in public secondary schools in Gatundu North Sub-county, Kiambu County, Kenya. The objectives of the study were; to determine the extent to which parents’ level of education, income, occupations and family size influence internal efficiency in public secondary schools. The Education Production Function theory guided the study. The study adopted a mixed methodology and used descriptive survey research design. Target population was 831 respondents that comprised 34 principals, 438 teachers and 359 parents’ representatives from which a sample of 270 was obtained using Yamane’s Formula. Quantitative data were collected using teachers’ questionnaires while interview guides were used to collect qualitative data from principals and parents’ representatives. Piloting study was conducted among 27 respondents from public secondary schools in Gatundu North Sub-county to ascertain validity and reliability of research tools. Validity was ascertained through data triangulation with the help of university supervisors and experts in planning and economics of education. Reliability was determined using the test re-test method and reliability coefficient, r = 0.725, established using Pearson’s Product Moment Correlation Method. Data analysis began by identification of common themes. Qualitative data were analyzed thematically based on the objectives and presented in narrative forms and verbatims. Quantitative data were analyzed using descriptive statistics such as frequencies and percentages. Inferential analysis was also undertaken using of linear regression analysis with the help of Statistical Package for Social Sciences (SPSS Version 23) and presented using tables. The study established that internal efficiency in many public secondary schools is low with many students who get enrolled in Form I not able to complete their secondary education. This is attributed to aspects of parents’ socio-economic status such as level of education, income, occupations and family size. The study recommends that the Ministry of Education should organize seminars and workshops to sensitize parents on their role as stakeholders in education. Parents should plan their incomes well so that they can effectively support the academic activities of their children. The Ministry of Health and the Division of National Family Planning should continue with their efforts to teach people on the essence of bring forth families they can manage.