Browsing by Author "Musyimi, Beatrice Nzembi"

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    Outsourcing practices and customer satisfaction in public residential real estate in Mombasa County, Kenya
    (Kenyatta University, 2024-06) Musyimi, Beatrice Nzembi
    In today’s highly competitive business environment, real estate organizations constantly seek ways to enhance their services and create value for their customers. Many organizations outsource management functions to external experts to optimize service delivery. Prior research on outsourcing primarily addressed organizational performance. This study fills a gap by examining its impact on customer satisfaction. This study investigates the influence of outsourcing practices on customer satisfaction in public residential real estate in Mombasa County, Kenya. The specific objectives of the study are; administrative service outsourcing practices, human resource outsourcing practices, financial service outsourcing practices and sanitation service outsourcing practices on customer satisfaction in public residential houses in Mombasa County. The study is anchored by theory of transaction costs, contingency theory and Resource Dependency theory. The study employed a descriptive design and a quantitative approach to survey 150 participants from three public housing authorities in Mombasa County, including Kenya Ports Authority, Kenya Railways, and Kenya Power and Lighting Company. The study adopted a stratified sampling technique to get representative sample from three parastatals, including Kenya Ports Authority, Kenya Railways and Kenya Power and Lighting Company. The study relied on primary data collected from the field using a standard structured questionnaire approach. The data collected was analyzed qualitatively using Statistical Package for Social Sciences (SPSS) and the outcome was presented using descriptive and inferential statistics. The findings revealed that outsourcing administrative, financial, and sanitation services improved customer satisfaction. This was attributed to enhanced efficiency, access to skilled labor, and better service quality. These findings suggest that public housing authorities can leverage outsourcing to improve customer experience. Based on the results, the study also concludes that embracing outsourcing practices in public residential properties enhances customer satisfaction by augmenting operational efficiency and improving the quality of service delivery. Therefore, the findings provide critical information that can help the parastatals enhance their outsourcing competencies to improve customer experience in their real estate properties in Mombasa County. Improved service provision would lead to customer satisfaction; however, organizations should consider the potential challenges of outsourcing. The study recommends that these organizations strengthen their outsourcing competencies to enhance resident satisfaction further
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    Outsourcing Practices on Customer Satisfaction in Public Residential Real Estate in Mombasa County, Kenya
    (IBMED, 2023) Musyimi, Beatrice Nzembi; Rugami, James
    In today’s ever-competitive business environment, real estate organizations constantly look for ways to improve their services and create value for their customers. Most organizations outsource managerial functions to external experts to optimize service delivery. Outsourcing provides access to specialized competence and technology, which reduces operational costs for the organization. Earlier studies on outsourcing have focused mainly on its impact on organizational performance and profitability. This study examined the influence of outsourcing practices on customer satisfaction in public residential real estate in Mombasa County. The study employed a descriptive design and a quantitative research method to answer the research problem. The target population included all the public residential properties in Mombasa County. The study adopted a stratified sampling technique to get a representative sample from three parastatals, including Kenya Ports Authority, Kenya Railways, and Kenya Power and Lighting Company, that own and manage public residential real estate in Mombasa County. From a target sample of 200 participants, 150 participated in the data collection process, resulting in a 75% return rate. The study relied on primary data collected from the field using self-administered standard structured questionnaires with closed-ended questions designed to help address the research questions. The collected data was analyzed quantitatively using Statistical Package for Social Sciences (SPSS) version 24, and the outcome was presented using descriptive and inferential statistics. On the factors that drive organizations to outsource services, the findings revealed that the organizations outsourced to enhance the efficiency of their property management and ensure the quality-of-service delivery through access to affordable skilled labor, better sanitation, and improved performance. A multiple regression analysis was conducted to determine the association between customer satisfaction (Dependent variable) and outsourcing practices (administrative services, financial service outsourcing, human resource, and sanitation services outsourcing). The regression analysis found that outsourcing practices of three independent variables (administrative, financial, and sanitation) significantly influence customer satisfaction in public residential properties since their p-values (p < .05) were less than the significance level of 95%. The findings showed that the regression model adopted in the study was significant in predicting the influence of outsourcing practices on customer satisfaction. Based on the results, the study concluded that embracing outsourcing practices in public residential properties enhances customer satisfaction by augmenting operational efficiency and improving the quality-of-service delivery. Therefore, the findings provide critical information that can help the parastatals enhance their outsourcing competencies to improve customer experience in their real estate properties in Mombasa County. Improved service provision would lead to customer satisfaction; however, organizations should consider the potential challenges of outsourcing.