Browsing by Author "Njuguna, Reuben"

Now showing 1 - 13 of 13
  • Thumbnail Image
    Item
    Corporate Growth Strategies and Performance of Selected Savings and Credit Cooperative Societies in Nairobi City County, Kenya
    (International Journal of Business Management, Entrepreneurship and Innovation, 2020) Mwilu, Hamida; Njuguna, Reuben
    The dynamic nature of business operating environment has called on business leaders to be strategic in their leadership roles if they are to sustain their competitiveness into the unforeseen future. Growth is important in Sacco’s because it is future oriented establishing ways in which the organizational operations can be aligned to future changes in the business environment to ensure that competitiveness is sustained. The SACCOs in Kenya have experienced problems in the past; some even shutting down therefore there is need for customer growth to be enhanced so as to increase their incomes so as to sustain the business. These SACCOs have to look for leaders and managers who can develop future targets, direct and lead other staffs towards meeting the firm’s objective and gaining a competitive edge. The aim of this study was an assessment of corporate growth strategies and performance in savings and cooperative societies in Kenya, Nairobi County. The study sought to determine the influence of market expansion, diversification strategies and acquisition strategies. The study target population was 41 licensed SACCOs in Nairobi County. The study used primary data to collect information, and the data collection instrument was a questionnaire which was given to the 41 operations managers in the 41 selected SACCOs. The data collection procedure was done by the researcher and drop-and-pick strategy will be applied. The data was coded and keyed in Statistical Package for Social Science (SPSS Version 23.0), and was analyzed using both descriptive and inferential statistics. For descriptive statistics was through mean scores, standard deviations, frequencies and percentages, while the inferential statistics was through regression analysis to establish the relationship between strategic leadership and customer growth. The findings were presented in tables and charts for easy understanding, interpreting, and describing the data. The study established that market expansion, diversification strategies and acquisition strategies as corporate growth strategies had a positive and significant effect on the performance of SACCOs in Nairobi City County. The study concluded that the SACCOs significantly employed market expansion strategies through improved branch network, customer base enhancement, new distribution channels and technological innovation. The study concluded that the SACCOs embraced a hybrid of the main diversification strategies, diverse products and services significantly. It was concluded that to a little extent the selected SACCOs in Nairobi City County have employed acquisition as a corporate growth strategy. The study recommends that the SACCOs should embrace integrate technology in the implementation of corporate growth strategies to enhance efficiency and effectiveness. Further studies should be undertaken to establish the effect of corporate growth strategies on the performance of other SACCOs in other regions to establish the disparities or similarities among the financial sector players.
  • Thumbnail Image
    Item
    Corporate Growth Strategies and Performance of Selected Savings and Credit Cooperative Societies in Nairobi City County, Kenya
    (International Journal of Business Management, Entrepreneurship and Innovation, 2020) Mwilu, Hamida; Njuguna, Reuben
    The dynamic nature of business operating environment has called on business leaders to be strategic in their leadership roles if they are to sustain their competitiveness into the unforeseen future. Growth is important in Sacco’s because it is future oriented establishing ways in which the organizational operations can be aligned to future changes in the business environment to ensure that competitiveness is sustained. The SACCOs in Kenya have experienced problems in the past; some even shutting down therefore there is need for customer growth to be enhanced so as to increase their incomes so as to sustain the business. These SACCOs have to look for leaders and managers who can develop future targets, direct and lead other staffs towards meeting the firm’s objective and gaining a competitive edge. The aim of this study was an assessment of corporate growth strategies and performance in savings and cooperative societies in Kenya, Nairobi County. The study sought to determine the influence of market expansion, diversification strategies and acquisition strategies. The study target population was 41 licensed SACCOs in Nairobi County. The study used primary data to collect information, and the data collection instrument was a questionnaire which was given to the 41 operations managers in the 41 selected SACCOs. The data collection procedure was done by the researcher and drop-andpick strategy will be applied. The data was coded and keyed in Statistical Package for Social Science (SPSS Version 23.0), and was analyzed using both descriptive and inferential statistics. For descriptive statistics was through mean scores, standard deviations, frequencies and percentages, while the inferential statistics was through regression analysis to establish the relationship between strategic leadership and customer growth. The findings were presented in tables and charts for easy understanding, interpreting, and describing the data. The study established that market expansion, diversification strategies and acquisition strategies as corporate growth strategies had a positive and significant effect on the performance of SACCOs in Nairobi City County. The study concluded that the SACCOs significantly employed market expansion strategies through improved branch network, customer base enhancement, new distribution channels and technological innovation. The study concluded that the SACCOs embraced a hybrid of the main diversification strategies, diverse products and services significantly. It was concluded that to a little extent the selected SACCOs in Nairobi City County have employed acquisition as a corporate growth strategy. The study recommends that the SACCOs should embrace integrate technology in the implementation of corporate growth strategies to enhance efficiency and effectiveness. Further studies should be undertaken to establish the effect of corporate growth strategies on the performance of other SACCOs in other regions to establish the disparities or similarities among the financial sector players.
  • Thumbnail Image
    Item
    Effects of Corporate Acquisitions on Non-Financial Performance of Commercial Banks in Kenya: A Case of the Acquisition of Giro Bank Ltd by I&M Bank Ltd.
    (International Academic Journals, 2020) Muchoki, Eric Njue; Njuguna, Reuben
    With increasing competition and the economy heading towards globalization, the trend on acquisitions are expected to rise at a much larger scale with the aim of achieving a competitive edge in the financial industry in Kenya. The study aimed at investigating the implications of acquisitions on non-financial performance of the acquisition of Giro bank ltd by I&M Bank Ltd. The study was guided by specific objectives: to establish the influence of Synergy effects on non-financial performance of Giro bank ltd acquisition by I&M Bank Ltd, to establish the influence of capital base on non-financial performance of Giro bank ltd acquisition by I&M Bank Ltd and to determine the influence of brand effects on non-financial performance of Giro bank ltd acquisition by I&M Bank Ltd. The study was guided by the following theories; resource-based view theory, dynamic capabilities theory and signaling theory. This study employed a descriptive research design and this allowed the investigator to describe the variables of interest in terms of their characteristics. The design is suited and justified for use in this study because of the variables to be used. The study will focus on 1030 staffs from I&M Bank Ltd. The study focused on I&M Bank Ltd 14 branches in Nairobi. Structured questionnaire was used to get the primary data. The surveys will be selfadministered through drop and pick later approach to the respective staffs of I&M bank. In this study, the researcher used content validity to find out whether the instruments responded to research questions. The content validity of the instrument was determined in two ways. First the researchers discussed the items in the instrument with the supervisor, and randomly reach the staffs. Test-rested method of testing reliability was used where the pilot questionnaires were provided twice to the staffs, with a 7 days’ interval, to permit reliable testing. The study used Cronbach’s alpha formula to test reliability, with value of 0.7. This study used descriptive statistics to analyze the collected data. The findings show that their Acquisitions also enabled I&M Bank Ltd to scale up more efficiently, not just in terms of efficiency ratio, but also in terms of the banking operations. Not only do acquisition give bank more capital to work with when it comes to lending and investments, but it also provides a I&M Bank Ltd broader geographic footprint in which to operate, by leveraging the value of the brand, banks can more easily add new products to this line because people were more willing to try Banks’s new product. The study also concludes that non-financial performance of Giro bank ltd acquisition by I&M Bank Ltd improved due to adoption of strong synergy effects, capital base, and brand. In order for fully realize non-financial performance through mergers, banks need to have Develop a clear acquisition strategy. Mergers should have clear policies that clarify on new organizational brand, Mergers should be guided by velar policies the articulate on how expertise, assets and market share are to be combined, this will lead to the creation of more opportunities in the market for growth since and that It is important to determine the key criteria for identifying potential target firms (e.g., profit margins, geographic location, or customer base) merger or acquisition will improve the bank’s performance for its shareholders through synergy.
  • Thumbnail Image
    Item
    Employee Empowerment and Service Delivery in the National Hospital Insurance Fund in Wajir County, Kenya
    (IJCAB Publishing Group, 2020) Abdi, Ahmed Nunow; Njuguna, Reuben
    National Hospital insurance fund has faced so many challenges regarding customer satisfaction and service delivery. Majority of the National Hospital Insurance Fund accredited facilities in Wajir County have failed to satisfy the customers or members. The problem has escalated to Mashaalah nursing home and even to Jeddah nursing home which are situated in Wajir County. Therefore the aim of this study was to investigate the effect of employee empowerment on service delivery in national hospital insurance fund Wajir County, Kenya. The study was guided by quality improvement theory. Descriptive research design was used and data collected from five accredited nat ional ho spital insu rance fu nd facilities located in Wajir Cou nty. Th e respondents of the study will be 114 members. The study used the primary data which was collected through the use of questionnaire. Data was analysed with the help of SPSS and presented in tables and figures. The findings on employee empowerment found that the NHIF builds on the capacity of the employees for it enables employees to participate in decision-making. The respondents moderately agreed that the organisation encourages compliance and commitment both within and among the employers. The results on the relationship between employee empowerment and service delivery in NHIF was positive and significant. The County Governtment of Wajir should consider improving on the communication and information related to the benefits of being a member of NHIF.
  • Thumbnail Image
    Item
    Influence of marketing mix dimensions on perfomance of shopping malls in Nairobi City County Kenya.
    (Kenyatta University, 2016-03) Kanoga, Simon Gicheru
    The retail sector in particular shopping malls forms a critical element of a community’s economic and social welfare. It provides shoppers with products variety, value for money, convenience and recreational services. However the sector is posed with challenges of intense competition and complex shoppers’ behavior. The purpose of the study was to establish the influence of marketing mix dimensions on performance of shopping malls. The specific objectives included seven marketing mix dimensions i.e. product, place, price and promotion, people, physical evidence and process which formed the independent variables. The shoppers’ purchase decision an output of consumer behavior was incorporated to take a moderating effects between the marketing mix dimensions and mall performance. The research examined nineteen shopping malls in Nairobi County however other malls were either under construction or had ceased operation at the time and after data collection. The target population was nineteen shopping malls and respondents consisted of marketing managers, tenants and shoppers. Census method was used in selecting malls and marketing manager. The study used stratified sampling design to determine the sample size and simple random sampling method to obtain the sample of respondents’ from shoppers and tenants. In conducting the research, primary data was collected through use of structured questionnaires. Descriptive and exploratory research design was used in the study. The data was analyzed through use of multiple regression analysis. The results of univariate linear regression showed significant liner relationship between Shopping Mall Performance each predictor variable at 95% confidence level. Each of the predictor variables results explained the variation in shopping mall performance. Multivariate linear regression analysis was also conducted to predict shopping mall performance it was found that independent variables explained a significant amount of the variance in the shopping mall performance (R2 = .543, R2 Adjusted = .521). An R2 value of .543 indicated that 54.3% of the variation in shopping mall performance could be explained by the regression model while other factors explained 45.7%. The value of Durbin Watson was above 1.5 (1.902) indicating that there was no serious problem of autocorrelation. To determine how best the regression model fitted the study data, analysis of variance on the coefficient of determination (R2) was calculated. An F value of 25.583 (P<.001) showed that the model was suitable at 95% confidence level. The results showed that adding moderating effect of shoppers’ purchase decision to the model increased the number of significant coefficients among the predictor variables by one (Price Mix Dimension) and maintained the previous two predictors (Place Mix dimension and Process Mix Dimension). The independent variables explained a significant amount of the variance in the Shopping Mall Performance (R2 = .593, R2 Adjusted = .549). Thus including the moderating effect of Shoppers’ Purchase Decision to the model improved the amount of variation in Shopping Mall Performance by 5% .
  • Thumbnail Image
    Item
    Knowledge Management Practices and Service Delivery at Oxfam International, Kenya.
    (International Academic Journals, 2020) Chebet, Daisy; Njuguna, Reuben
    For several organizations, periods of rapid technological changes are also periods of incessant struggles with maintain a high performance. Obviously, knowledge is slowly becoming the key factor in production after labor, land as well as capital. Knowledge management (KM) has been considered over and over by every organization. In a broad dimension, it has been recognized that knowledge is a significant component of strategic organization in ensuring that innovation is enhance and that organizational performance is consequently improved. The main objective of the study is to determine the effect of knowledge management practices on service delivery at Oxfam international, Kenya. The study variables include knowledge creation, knowledge sharing, knowledge application and knowledge storage. The study focused on the effect of knowledge management practices on service delivery at Oxfam international, Kenya. The study was anchored on 3 theories: The ResourceBased theory, the Adaptive Saturation theory as well as the organizational Conversion theory. The study used descriptive statistics method carrying out this research. This research design describes data and the features relating to a population under study and hence it was ideal in this study because it was easier to describe the influence of knowledge management on the organizational performance. The target population was therefore 65 staff of Oxfam international headquarters. The collected data was analyzed using descriptive statistics such as mean, standard deviation, frequency distribution as well as percentages. Managers of Oxfam farms and NGOS in Kenya benefit widely from the study, as it helps them to assess the knowledge management and put the best measures in place so as to ensure that NGOS is enhanced and improved thus increasing on productivity and better services to clients. Government benefits widely from this study. It’s important for growth in terms of revenue that government organizations remain profitable because this is where the government earns its revenue via taxes and through knowledge management this goal will be easily met. NGOs regulators such as NGOs regulation authority greatly benefit from the study because they are responsible in ensuring that the NGOs Kenya operate within the law and they offer quality service which are fair to all communities thus it benefits the regulator in the sense that they are able to manage knowledge in all aspect and ensure quality of service is offered. The study concluded that knowledge management practices had a significant and to a great extent affected the service delivery at Oxfam International in Kenya. The study concluded that the organization embraced knowledge sharing through sharing lessons, publicizing the lessons, cooperation and exchange of experience, valuing lessons and awarding and recognizing lessons learned. It was concluded that knowledge application was significantly employed by the international organization through knowledge conversion, training, seamless use of available knowledge by staff, integration of modern IT, KM strategy use and support from staff. It was further concluded that the organization employed knowledge storage to a great extent through documentation, record keeping, classifying information and training on use of structured format for documentation. The study recommends that the management of the NGO should invest more in modern technology, knowledge application, storage and dissemination. The organization needs to improve the capacity of its human resource to enhance their ability to learn, share, apply, store and disseminate knowledge. The study recommends that the organization should have an improved system for knowledge storage to avoid plagiarism and loss of copyright.
  • Thumbnail Image
    Item
    Mobile Banking Services with Financial Performance on Commercial Banks in Kenya
    (IJCAB Publishing Group, 2019) Mugane, Maurine; Njuguna, Reuben
    The competition dimensions have changed following the adopting of various internet banking services that came about as a result of technological innovations such as the introduction of Automated Teller Machines (ATMs), phone banking Personal computer banking which were some of the first innovations of electronic finance. The main objective of this study was to establish the impact of mobile banking services on the financial performance of commercial banks in Kenya. The specific objectives guiding this study included to assess the influence of short message service (SMS) banking on the financial performance of commercial banks in Kenya, to establish the effect of person to person payments on the financial performance of commercial banks in Kenya, to determine the effect of bill payments on the financial performance of commercial banks in Kenya and to find out the effect of airtime top up service on the financial performance of commercial banks in Kenya. The research design that the study adopted was a descriptive research design employing quantitative research strategies. In this study the target population under investigation was all the 40 commercial banks in Kenya. Since in the current study the target population was 80 participants from all the 40 commercial banks in Kenya a census inquiry method was the best method used. Primary data for this study was collected through the use of a questionnaire that was given senior managers from all the departments of these organizations. Both quantitative and qualitative data was generated in this study. Qualitative data was analysed using content analysis whereby content of responses was looked at and responses were grouped together in relation to common patterns or themes for coherent categorization. Descriptive statistics included measures of central tendency and dispersion thus standard deviation and mean and use of absolute and relative percentage frequencies. Presentation of quantitative data was in form of graphs and tables and explanation given in prose. The study findings show that short message service had an above average positive correlation with financial performance of commercial banks and was statistically significant. Person to person had an average correlation with financial performance of commercial banks and was statistically significant. Bill payments had a strong positive correlation with financial performance of commercial banks and was statistically significant. Airtime top up service had an strong positive correlation with financial performance of commercial banks and was statistically significant. The study concludes that short message service banking has become and important part of banking, more and more people prefer to receive banking alerts through short message service which has not only improved service delivery but has had a positive impact on financial performance. Commercial banks have experiences large revenues from different activities with the banking system core among them the bill payments activities. The study recommends that it is important for commercial banks to focus more on short message service banking to lower operational costs thereby improving financial performance. Commercial banks need to consider using person to person payments to improve on their performance, they need to enhance their bill payments to get more clients paying bills using their systems so as to improve on their financial performance and that it is important for commercial banks to put more effort on airtime top up service so as to improve on their financial performance.
  • Thumbnail Image
    Item
    Organizational Attributes and Implementation of Enterprise Resource Planning: A Case of Kenya Medical Research Institute, Kilifi County
    (IJCAB Publishing Group, 2019) Kaaria, Stephen Kinoti; Njuguna, Reuben
    ERP technology has been embraced as an enterprise-wide package to integrate all necessary business functions into a single system with a shared database. It enhances decision making in business process and systemically harmonizes the activities of sales and marketing, manufacturing processes, operational management, product and service logistics, product purchasing, financial management, product development, and management of human resources. The study examined organizational attributes influencing implementation of enterprise resource planning in a medical research institute in Kenya. The study sought to explore the influence of top management support, implementation team, user support and resource availability on ERP implementation at KEMRI-Wellcome Trust research programme. The study used descriptive survey as research design. The target population was employees of KEMRI Wellcome Trust and Technobrain Kenya, the consulting firm. Data collection methods used were questionnaires. A preliminary study was carried out to test the rationality and reliability of the questionnaire. Considering the study was be descriptive in nature, data was analysed using descriptive statistics like frequencies and tables. Linear regression model was also used to validate if the relationship between the independent variables and the dependent variable is statistically important. The regression indicated that ERP implementation (the dependent variable) was highly influenced by top managements support, implementation team, user support and resource availability (the independent variable). Conclusively, the findings suggested that user support, resource availability, and top management had a central role in implementing effective ERP plans.
  • Thumbnail Image
    Item
    Performance Appraisal Strategies on Performance of Teachers in Public Secondary Schools in Kiambu County, Kenya
    (IJCAB Publishing Group, 2019) Mwangi, Bernadette Wangui; Njuguna, Reuben
    This study was triggered by the Teachers Sercice Commission (TSC) coming up with teachers performance appraisal strategies to appraise teachers and administrators in its employment, but the program has not fully realized the objective of evaluating teachers performance and initiate professional development. There has been a stiff resistance from teachers on the use of appraisal tool terming it as forced appraisal. The study, therefore, sought to establish whether there is a relationship between appraisal and reward/compensation, examine how setting of standards and targets influences teachers perfomance, determine how measuring and monitoring teachers work on regular basis affect their performance and find out the effect of quality of work on performance of teachers in public secondary schools in Kiambu County. The target population was 3,479 teachers in 277 public secondary schools in Kiambu County. The study was conducted in 22 secondary schools in 11 sub counties comprising TSC teachers and administrators with a population of 686. 58 teachers and 22 head teachers, totaling to 80 representing 12% were selected from the accessible population of 686 teachers using systematic random sampling. The study established that standards/targets, measuring and monitoring performance managing quality of work and reward/pay affects teacher performance positively and significantly. The study concludes that setting standards and target allows schools and the teaching staff to better measure their progress helping to keep them motivated and accountable. Measuring and monitoring teacher performance ensures that information is gathered so that judgments can be made and questions answered accordingly. Performance appraisal strategies are critical to satisfying the performance of teacher and retaining their future loyalty and teachers are satisfied with the extrinsic rewards provided from the organization like: pay, bonuses, allowances. The study recommends that for the management of schools to achieve goal alignment in the teaching staff, they must first clearly communicate their school’s strategic objectives across the entire school. The school should have a way of monitoring their teacher which must be developed in a systematic monitoring and evaluation of the class and the work of teachers. On managing the quality of work, the study recommends that schools match tasks to Skills, communicate effectively, keep goals clear & focused, give incentives, train and develop their teachers and the study recommends that the school management should take interest in the professional growth to increase the performance level of the teachers.
  • Thumbnail Image
    Item
    Service Characteristics and Service Quality of Organizations within the Telecommunications Sector; A Case of Safaricom Public Limited in Nakuru County
    (IJCAB Publishing Group, 2019) Magembe, Caroline; Njuguna, Reuben
    Safaricom Public Limited Company faces diverse challenges regarding service quality aspects. The communication authority of Kenya ensures that the quality of service amongst the mobile service providers in Kenya is in compliance with Kenya Information and Communication Act of 1998. While the other telecommunication players like Airtel and Telkom Kenya improved in their service quality, Safaricom failed to register any service quality improvement. Safaricom further failed to meet the minimum service quality on eight of the ten regions that were checked by Communication Authority of Kenya. Safaricom has consistently performed poorly and below the minimum set quality threshold in relation to service quality for the four years preceding 2016 financial years in its performance. This study therefore sought to examine the influence of service characteristics on service quality of Safaricom Public Limited Company in Nakuru County. The study was guided by the following specific objectives: to examine the role of service intangibility, service inseparability, service perishability and service variability on the service quality of Safaricom public limited company in Nakuru County. This study adopted expectancy theory and servqual methods in meeting its objectives. This study used descriptive research design to guide the study in meeting its objectives. The study targeted the customers who enter into Safaricom Public Limited Company shop in Nakuru County in any particular day. A sample size of 95 customers was used. This study used structured questionnaires to obtain data from respondents of the study. This study used subject matter experts who comprises of the research supervisor and the four managers from the Safaricom Public Limited Company. Cronbach’s Alpha test of internal consistency was used to test the reliability of the questionnaire using the data obtained from the pilot study carried out using 10 respondents from Airtel Kenya. The filled questionnaires were checked for completeness and then coded and entered into Statistical Package for Social Sciences (SPSS) for analysis. Both descriptive and inferential statistics were used in the analysis of data. The entire analysis was presented in form of tables. The study revealed that the multiple regression model used in this study was statistically significant in predicting the level of service quality at Safaricom Public Limited in Nakuru County. In respect to this, it was found that quality of service at Safaricom Public Limited in Nakuru County could be significantly be predicted using service variability, service perishability, service intangibility, and service inseparability as predictor variables. It was also revealed that 77.6% of the variability in service quality at Safaricom Public Limited in Nakuru County is due to changes that occur in service variability, service perishability, service intangibility, and service inseparability. The model was found to be accurate in its prediction due to a small standard error of the estimate of 0.11327. The study findings and recommendations are of great importance to Safaricom Public Limited Company in understanding what needs to be addressed in order to improve the quality of service they offer to their customers. This study will also benefit customers of Safaricom Public Limited Company in receiving quality services as a result of readdressing the previous methods of service delivery. Future researchers and academicians stand to benefit from this study as it lays the foundation on which their studies was based.
  • Thumbnail Image
    Item
    Strategic Positioning and Financial Performance of Commercial Banks in Kenya
    (International Academic Journals, 2017) Gachimu, David Gitau; Njuguna, Reuben
    The study intended to determine the effect of strategic positioning on financial performance of commercial banks in Kenya. The need for proper strategic positioning to find the best ‘fit’ is of importance for any bank in positioning itself in a growth potential market. The detachment to strategy positioning can be attributed to a number of reasons, among them: a likelihood of failures in implementing strategies; complexity in the process of strategy implementation; strategy implementation being considered to be less attractive than formulation. In order to gain new markets and retain existing ones, firms strategize to gain superiority over its rivals by positioning its products or services in the minds of its customers. For an organization to become profitable it needs to place strategies that position it towards market dominance and improves the performance of the firm. The objective of the study was to determine the effects of strategic positioning on the performance of commercial banks in Kenya. A biased focus on market segmentation strategy, product range strategy, location and technological innovation strategy will be employed. The population of the study was the 43 commercial banks licensed by Central Bank of Kenya and operational by the close of business 31 December 2015 with data collected from managerial staff. Both primary and secondary data was used. Correlation analysis was carried out to investigate the strength of the relationship between the dependent variable and independent variables. Multiple regression analysis to investigate the nature of the relationship between the dependent and independent variables was undertaken. The study realized that the commercial banks in Kenya apply the four positioning strategies which include market segmentation, product focus strategy, technological innovation and location strategies to improve their competitiveness. From the regression analysis it was evident that technological innovation contributed to a greater extent in improving financial performance of the banks than the other three variables. The study recommends that further studies be done in other financial institutions and also on challenges affecting the implementation of strategic position among firms.
  • Thumbnail Image
    Item
    Total Quality Management Practices and Operational Performance of Kenya Revenue Authority
    (IJCAB Publishing Group, 2018) Kiprotich, Alfred Maritim; Njuguna, Reuben; Kilika, James
    In the context of global competition, changing consumer demands and influence of technology, public and private organization are striving to achieve their goals by embracing Total Quality Management practices such as strategic leadership, research and development, employee training, continous improvement and technology integration in the system to enhance their operational perform. However, despite the fact that TQM practices enhance operational performance, it is noted the public organization and more specifically Kenya Revenue Authority is experiencing deteriorating operational performance due to internal and external challenges. Some of the challenges range from inadequate financial resources, employee resistance, poor leadership and lack of appropriate technology. It is on this premise that this study sought to investigate the influence of Total Quality Mangement practices and operational performance of Kenya Revenue Authotity. The first objective of the study was to determine the influence of employee training and operational performance of KRA. The second objective was to establish the influence of continous improvment and operational performance of KRA and the third objective was to determine the influence of system automation and operational performance of KRA. This study adopted descriptive research design to investigate the problem that was under investigation. The target population of the study consisted of 557 employees of Kenya Revenue Authority working at Nairobi Headquarters. Purposive sampling technique was adopted to select the sample size of the study that comprised of 228 employees of Kenya Revenue Authority. Respondents of the study were selected from commissioners, managers, supervisors and officers. The ideal sample size was arrived by using Krejcie and Morgan scientific formula.Both primary and secondary data was used. Primary data was collected self-administered questionnaires with both open-ended and close-ended questions. Secondary data was also sourced from quality assurance reports, Government economic reports, customer satisfactory survey reports, journal articles and related academic research papers. Validity of research was determined by the researcher through seeking opinions of industry experts and Lecturers in the department of Business Administration at Kenyatta University and scholars.Reliability of the research instrument was was determined using Cronbach Alpha coefficient of 0.7. Qualitative data was anayzed using key themes of published content to make deductive arguments about the research findings. Quantitiatve data was analyzed using descriptive statistics such as mean scores, standard devaitions and percentages and inferential statistics such as correlation and multiple regression analysis method to test the statistical relationship between variables of the study. Data presentation was done in form of tables.The study established that there is a positive relationship between employee training, continous improvement and system automation and operational performance of KRA. The study concludes that unless KRA adopts TQM practices such as employee training, continous improvement and system automation in the changing business environment, achieving operational excellence will be a difficult task.The study recommends that KRA top management should embrace technology, create a customer centric culture by providing a conducive working environment that promotes employee creativity, innnovation and motivation thus enhanced operational performance
  • Thumbnail Image
    Item
    Total quality management practices and service delivery of small and medium enterprises: Case of Horizons Offices Limited in Kenya.
    (International Academic Journal of Human Resource and Business Administration, 2020) Murenga, Yvonne Achieng; Njuguna, Reuben
    The service industry has consistently been characterized by persistent operational inefficiency and poor customer services and in order to address the problems of inefficiency in service delivery these organizations are fast adopting TQM in order to make them effective in meeting public demands. Despite the fact that quality management practices have been recognized by many organizations as capable of transforming the quality culture and producing substantial financial results for large size companies, some concerns have been raised about validity of quality management practices to generate real economic gains and or improve financial performance of firms. TQM is not only limited to product quality improvement. It also covers a wider aspect of quality. Previous empirical studies regarding the linkage between TQM and organizational performance as well as quality have shown significant and positive results. The main focus of TQM is to improve overall quality including process quality and service quality. Successful TQM implementation will give benefits in improving quality and reducing rework as well as reduction in costs of poor quality such as scrap, rework, late deliveries, warranty and replacement. TQM implementation correlates with quality conformance. The general objective of the study was to establish the effect of total quality management practices on service delivery at the Horizon Offices Limited, Kenya. The specific objectives were to determine the effect of the employee involvement, technology adoption, continuous improvement and cultural change on service delivery at Horizon Offices Limited, Kenya. The research was guided by leadership based theory, institutional theory and Deming’s theory of quality management. The study used a descriptive research design. The population of study was management staff at the four sections of the firm which include service offices, customized offices, co-working offices and virtual offices section. This consisted of 129 respondents who are the management staff of the three sections. A sample of 65 respondents was taken which formed 50% of the target population which was evenly spread across the four sections. The primary data was collected by use of self-administered semistructured questionnaire. Data analysis was done by use of descriptive statistics such as frequencies, percentages, mean scores and standard deviation with the aid of SPSS and presented through tables, charts, graphs, frequencies and percentages. The study concluded that total quality management practices significantly influenced the quality of service delivery at the Horizon Offices Limited, Kenya. The study concluded that the the firm significantly involved employees through motivation, consultation, incorporating their input and ideas, remunerating and compensating them competitively and engaging them regularly and giving them priority. The study concluded that to a significant extent Horizon Offices embraced technology to enhance quality service delivery through capacity building, proficiency, digitizing communication, knowledge management, innovations and allocating more resources to new technology. It was concluded that to a significant extent the firm embraces Kaizen concept or continuous improvement through training, regular innovations, improved models of communications, system upgrade and updates of accounts to enhance quality and performance. The study concluded that the firm embraces a cultural change that favors quality service delivery. The firm observed structure management, learning culture, prioritizing employee welfare and embracing new ideas and ways of improving service delivery. The study recommends that the Horizon Offices Limited should ensure all employees are significantly involved in decision making, management and system improvement to ensure they are motivated and perform.