MST-Department of Business Administration

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Human Resource Policies and Employee Satisfaction at Retirement Benefits Authority in Nairobi City County, Kenya
(Kenyatta University, 2024-02) Mutisya, Benard Musau
Employee satisfaction is a critical component in Human Resource Management. Human Resource policies have been adopted by employers to enhance employee job satisfaction. However, in spite of these policies being in place, it is still unclear why employee job satisfaction at Retirement Benefits Authority is yet to be optimized. The purpose of this study was to examine the effect of Human Resource policies on employee job satisfaction at the Retirement Benefits Authority in Nairobi City County, Kenya. The study specifically sought to establish the effect of; Compensation Policy, training and development policy, promotion policy and Occupational Health and Safety policy on policies on employee job satisfaction at Retirement Benefits Authority in Nairobi City County Kenya. This research was anchored on four theories: Human capital theory, Goal setting theory, Herzberg two factor theory and Vrooms expectancy theory. The study used a descriptive research design. The target population for this research study comprised of 341 employees in the functional department at Retirement Benefits Authority. 30% of the target population was calculated to arrive at a sample of 102 respondents. The technique of stratified random sampling was employed to gather data from the participants. A survey questionnaire was used to collect primary data directly from the respondents. Data, both primary and secondary, was gathered. A Likert scale along with semi-structured questionnaires was used to collect the primary data for the study. The Retirement Benefits Authority in Nairobi, Kenya provided its Human Resources publications for secondary data collection. Ten respondents, or 10% of the sample size, participated in a pilot study conducted by the researcher. The instrument's validity and reliability was ascertained through the application of Cronbach Alpha with a 0.7 threshold, content, construct, and face-to-face validity. The closed-end questions provided quantitative data. The open-ended questions provided qualitative data. The qualitative data was analyzed through thematic analysis. The findings were presented in narrative form. The statistical package for social sciences (SPSS 22) was used for quantitative data analysis using inferential as well as descriptive statistics. Examples of descriptive statistics are Frequency distribution, average, standard deviation and percentages. The results were presented in tables. The study revealed that promotion policy, training and development policy, compensation policy and occupational health and safety policy had a positive significant effect on employee job satisfaction at the Retirement Benefits Authority in Nairobi City County, Kenya. The study concludes that promoting internal mobility through a promotion policy encourages staff members to apply for jobs for which they are qualified and aligned with their long-term professional goals and interests. Training and development helps organizations attract and retain top talent, boost morale and job satisfaction, increase productivity etc. Top talent is drawn to companies in any industry by a competitive salary and benefits package. The implementation of occupational health and safety standards helps organizations to reduce workplace incidents, reduce absenteeism and staff turnover. The study recommends that legal requirements for hiring and promotions should be covered in training for human resource managers and hiring decision makers. Encouraging employees to take part in training and development initiatives can guarantee that a greater number of workers are actively involved in the process. The company's payroll budget, inflation, and cost of living should all be taken into account when evaluating pay policies. It is important that organizations ensure all possible concerns are addressed in detail before finalizing and publishing the policies within the organization.
Human Resource Planning and Employee Performance at National Cereals and Produce Board in Nairobi City County Kenya
(Kenyatta University, 2024-07) Ngea, Priscah
The issue of poor employee performance is associated with inability of mangers in public service to acknowledge and employ human resource planning. The Kenyan public service commission report showed bloated workforce, high wage bill, no succession planning, stagnation and inability to retain talented workers. For the national cereal and produce board, as a commercial corporate, they have insufficient funds to hire talented and adequate employee numbers and the hiring freeze has left the present workers overworked, demotivated causing poor performance output. Therefore, as the main study objective, it was assessing the human resource planning effect on employee performance at the NCPB in Nairobi City County and specific planning aspects included recruitment and selection, training and development, rewards and benefits and work life balance. The grounding theory was the goal setting theory and others were human capital, spillover, recruitment and equity theories. The research sample size of 198 employees of NCPB working at the headquarters in Nairobi. Stratified sampling was adopted by placing the respondents in groups as per their rank of senior manager, supervisors and junior employees and simple random sampling adopted to avoid biasness in selecting study participants. The Kothari’s sample size determination format was used to calculate and got a size of 130 respondents and 98 filled and returned the questionnaire, making a responding rate of 75.4%. The semi-structured questionnaires helped in collecting primary data that produced quantitative data after employing the five-point likert scale. A pilot study was done at Kenya Seed Company using 13 respondents to check for validity and reliability of the questionnaire. The aggregate Cronbach Alpha was at 0.765, indicating that the research tool was fit and ideal for collecting research data. Approvals, introductory letter, research permits and permission from management at the NCPB were obtained, before field data collection started. The filled questionnaires were coded and analyzed using SPSS to conduct descriptive and inferential statistics. Findings indicated that 71.2% change in performance outcomes of NCPB’s employees was influenced by human resource planning elements. The rewards and benefits had the largest effect on employee performance at NCPB, followed by training and development, recruitment and selection and lastly work-life balance. The association between all the variables was both significant and positive. Thus, conclusions show that performance of employees of the NCPB was due to adoption of the four elements of HRP. Therefore, the researcher recommended the formulation of policies and practices to ensure a thorough recruitment and selection process to get ideal candidates. It was advised for the HR managers to plan for trainings and the finance department to allocate funds for it. There is also need for fair distribution of rewards and benefits to serve as a motivational factor and the management to consider the wellbeing of the employees. A comprehensive human resource plan enables organizations to get the right candidate to fill the vacant position, training to enhance competencies and rewarding top performers. As such human resource planning is an effective tool to increase individual and overall performance in organizations.
Strategic Response and Performance of Microfinance Institutions in Nairobi City County, Kenya
(Kenyatta University, 2024-10) Kemei, Priscah Jebet
Microfinance institutions (MFIs) in Kenya play a crucial role in providing financial services to underserved populations, particularly small-scale entrepreneurs and low-income households. However, they face a myriad of challenges that can hinder their effectiveness and sustainability such as regulatory challenges, access to capital, operational challenges client repayment issues, market competition and technology adoption. Therefore, this study sought to investigate the influence of strategic response on the performance of microfinance institutions in Nairobi City County, Kenya. The study specific objectives were to examine the influence of strategic planning, product design, training and development and restructuring on the performance of microfinance institutions in Nairobi City County, Kenya. The study was guided by Resource Based View Theory, Structural Contingency Theory, Ansoff Matrix and Human Capital Theory. This study employed a descriptive research design. The target population for this study was 13 Micro finance institutions in Nairobi City County, Kenya. The total number of respondents was 833 employees working with the 13 micro finance institutions. To ensure that all cases are represented, respondents were classified by the organizations they work with using a stratified sampling method. A simple random selection method was utilized in selecting the respondents. The study had a sample size of 270 respondents. The study used primary data that was collected using questionnaires. Questionnaires were piloted to 27 respondents working with momentum credit limited in Nairobi County, Kenya. The validity of research instrument was tested using in content, criterion and construct validity. Cronbach’s alpha reliability coefficient was used to test the reliability of the questionnaire. Qualitative data was analysed using content analysis technique and presented in narrative form. Quantitative data was analyzed using descriptive statistics such as mean and standard deviation. The study further carried out inferential statistics that included correlation analysis and multiple regressions to determine the relationship between variables. The study findings were presented in form of tables, pie-charts and bar-graphs where applicable. The findings of this study would benefit the Microfinance Institutions in Kenya, government and policy makers and Kenyan banking industry by shedding light on how response strategies adopted by these institutions influence their performance. The study found that strategic planning, product design, training and development and restructuring had a positive and significant influence on the performance of microfinance institutions in Nairobi City County, Kenya. The study concludes that strategic planning includes improving the employee onboarding process and feedback and creating a favorable recognition policy. Organizations are increasingly utilizing design to improve their efficiency, results, and market positioning. Regular training and development programs empower employees to strengthen their weaknesses and acquire new skills and knowledge. Restructuring leads to decrease in operation costs because when staff are dismissed payroll expenses will be lower and outsourcing labour can be cheaper than in house. The study recommends that the organizational management should investing plenty of time upfront to map out the strategic planning process. The organizational management need to have a clear understanding of what problem they are solving and how their product is the best solution. The management should know what their learning preferences are to show a clear demand from workers for the continuation of in-person training. The organization should identify and select leaders at each critical level of the organization who can become change champions.
Strategic Management Practices and Employee Performance in Non-Governmental Organizations in Nairobi City County, Kenya
(Kenyatta University, 2024-08) Opar, Linda Akinyi
The growth and development of an organization are contingent upon the effective management of its human resources. However, the adoption of effective human resource management practices in many local Non-governmental organizations operating in the development sector has received insufficient attention. This aspect has the potential to transform the organization's workforce into a productive and motivated team capable of enhancing the quality of services provided by the organization. Consequently, this research aims to explore the impact of strategic management practices on employee performance within non-governmental organizations located in Nairobi City County, Kenya. The specific objectives of this study are to assess the influence of communication, objective setting, strategic leadership, and training on employee performance in non-governmental organizations operating in Nairobi City County, Kenya. The stud is guided by expectancy theory, goal setting theory, contingency theory, and human capital theory. A descriptive research design was employed. The population was five prominent Non-governmental organizations in Nairobi City County, namely Oxfam International, World Vision, United States Agency for International Development, Mercy Corps, and Amnesty International. The study targeted 742 respondents. Stratified sampling method was used and selection of respondents done using simple random sampling method. The sample size was 260 respondents. Data was collected using questionnaires. Questionnaires were piloted to 26 respondents. Validity was ensured using content validity. In addition, Cronbach's alpha test was used to test reliability. Quantitative data was analysed using descriptive statistical and inferential statistics. The results were presented using tables and figures. The study found that communication, objective setting, strategic leadership and training had a positive significant influence on employee performance in non-governmental organizations in Nairobi City County, Kenya. The study concludes that communication in the workplace is important because it boosts employee morale, engagement, productivity, and satisfaction. Employee goal setting is the process of setting specific, measurable, and role-oriented objectives that employees work towards while at the organization. Strategic partnerships allow companies to share the costs of innovation and development, reducing the financial risk of new ventures. Training is important because it represents a good opportunity for employees to grow their knowledge base and improve their job skills to become more effective in the workplace. The study recommends that non-governmental organizations in Nairobi City County, Kenya should focus on the implementation of effective communication channels and tools by including the use of technology such as intranet platforms, project management software, and instant messaging systems. The non-governmental organizations in Nairobi City County, Kenya should ensure that goals are clearly defined, quantifiable, realistic, aligned with the overall objectives of the organization, and have a specific deadline for completion. The non-governmental organizations in Nairobi City County, Kenya should focus on building the skills and capabilities of current and future leaders through training in areas such as communication, decision-making, and conflict resolution, as well as opportunities for leaders to receive feedback and coaching on their performance. Create a culture of transparency and open communication within the organization. This can help to ensure that employees understand the organization's strategic goals and how their individual roles contribute to achieving those goals. The non-governmental organizations in Nairobi City County, Kenya should incorporate a variety of learning techniques and tools such as online training modules, interactive workshops, on-the-job training, and mentorship programs.
Risk Management Strategies and Performance of Non-withdrawable Deposit Taking Savings and Credit Societies in Nairobi City County, Kenya
(Kenyatta University, 2024-09) Oluoch, Lilian Akinyi
Savings and Credit Cooperative Societies (SACCOS) provide savings and credit facilities to their members and like other organizations in the financial sector, it undergoes several economic challenges which threaten their growth. The non-withdrawable deposit taking Savings and Credit Cooperative Societies subsector have undergone performance failures leading to some collapsing, hence the necessity of a successful risk management plan in order to meet their goals. The specific objectives of this research were to determine the effect of risk avoidance, risk acceptance, risk reduction and risk transfer on performance of non-withdrawable deposit taking Savings and Credit Cooperative Societies in Nairobi County. Variables of analysis were the risk management strategies which included risk avoidance, reduction, acceptance, and transfer. The research was grounded on modern portfolio and agency theories. For this investigation, a descriptive research design was used and the target population constituted of 132 non-withdrawable deposit taking Savings and Credit Cooperative Societies in Nairobi County. A census method was employed to choose the Savings and Credit Cooperative Societies with a sample size of 132. The study had a total population of 132 respondents. Primary data was gathered by semi structured questionnaires, and secondary data came from documented information in regulatory bodies reports, journals, books amongst others. Research instruments were tested for validity and reliability. Descriptive and inferential statistics were used in the study to analyse the data. During the entire study, ethical considerations was adhered to. The results of the investigation demonstrated that risk acceptance and risk avoidance have a positive relationship with performance and a significant effect. Similarly, the findings showed that risk reduction was negatively significant in predicting the performance of non-withdrawable Savings and Credit Cooperative Societies. However, the study revealed that risk transfer was slightly insignificant in forecasting the effectiveness of non-withdrawable deposit taking Savings and Credit Cooperative Societies at 95% confidence level. Therefore, the investigation concluded that risk avoidance, risk acceptance, and risk reduction are key risk management strategies that may affect how the non-withdrawable deposit taking Savings and Credit Cooperative Societies in Nairobi city perform. Additionally, risk transfer does not significantly impact performance of non-withdrawable deposit taking Savings and Credit Cooperative Societies in Nairobi City. The study recommends that researchers can further explore and expand upon the findings of this investigation to better understand the connection between risk management strategies, and the performance of non-withdrawable deposit taking Savings and Credit Cooperative Societies in other counties and other financial institutions.
Corporate Social Responsibilities and Performance of Commercial Banks in Nairobi City County, Kenya
(Kenyatta University, 2024-11) Kairanya, Rose Nkirote
Most commercial banks in Kenya have struggled to maintain high organizational performance because of the country's increasingly unstable and competitive economic environment. Reduced profitability among commercial banks could be attributed to decreased market share due to increased number of other financial institutions including micro finance institutions and savings and credit co-operatives. In order to survive and enhance its performance, commercial banks need to be flexible and position themselves strategically. Corporate social responsibility is among the strategies that the commercial banks have adopted to address the problem of poor performance. Therefore, the main objective was to examine how corporate social responsibilities affects performance of chosen Kenyan commercial banks in Nairobi City County. Specifically, the study intended to examine how environmental, community, employee, and customer-based corporate social responsibility initiatives affected performance of chosen Kenyan commercial banks in Nairobi City County. The research was based on stakeholder theory, resource-based view theory, institutional theory, and agency theory. The study used an explanatory research design. The targeted population was 152 management staff drawn from human resource department and department of strategy and operations. The study sampled 91 participants. The questionnaire was used for collecting the primary data. The questionnaires were distributed using drop and pick later approach. Analysis of the data was through descriptives such as frequencies, percentage, mean and standard deviation. The inferential statistics like regression analysis was used for establish how corporate social responsibility influenced organizational performances of commercial banks. The research results were highlighted in Tables. The study established environmental based corporate social responsibility (β=0.698; p= 0.019), community-based corporate social responsibility (β=0.764; p=0.001), employee-based CSRs (β=0.846; p=0.000), customer-based corporate social responsibility results into (β=0.793; p=0.004) had substantial effects on performances of commercial banks. The study concluded that environmental based corporate social responsibility, community-based corporate social responsibility, employee-based corporate social responsibility and customer-based corporate social responsibility substantially affected the performances of commercial banks in Nairobi City County. Based on first objective, The study recommends that commercial banks in Nairobi City County should develop and implement an efficient waste management system. The study recommends that the bank needs to adopt a comprehensive strategy for managing its carbon emissions and reporting its carbon footprint. Based on second objective, the research recommended that commercial bank's management need to maintain and intensify investments in corporate social responsibility programs aimed at enhancing beneficiaries’ lives particularly in education, health and other humanitarian efforts. Based on third objective, the study recommends that commercial banks should come with strategies to ensure provision of learning and development opportunities for its employees which would foster a skilled and capable workforce. Regarding the fourth objective, the study recommends that commercial banks should implement personalized services and communication strategies that focus on understanding each client's unique needs.
Human Resource Information Systems and Employee Performance at Teacher’s Service Commission in Nairobi City County, Kenya
(Kenyatta University, 2024-09) Ndegerege, Moses Mwangi
The implementation of a Human Resource Information System at the Teacher's Services Commission was anticipated to enhance operational efficiency and therefore decrease the volume of communication and client visits to the commission at any given moment. It is noteworthy to mention that the commission implemented an information communication technology department in 2003; yet, there remains a significant amount of paperwork. Therefore, general objective was to examine relationship between human resource information systems and employee performance at Teachers Service Commission. The specific objectives were to investigate effect of payroll management systems, e-recruitment systems, e-performance appraisal systems, and e-training systems on employee performance. The study holds significance for the administration of Teachers Service Commission, the staff of Teachers Service Commission, public organizations, users of the systems, and other researchers. The study is based on Ability-Motivation-Opportunity Theory as the main anchorage. The research employed a descriptive research design. Target population for this research constituted 144 staff at Teachers Service Commission secretariat. The study used purposive sampling to determine the specific Teachers Service Commission Secretariat that primarily focuses on use of HR systems for staff management. Consequently, the sample size being manageable and being case study remained 144 respondents. The utilization of both structured and unstructured questionnaires was towards collection of primary data. The study instrument's validity was assessed using content validity, face validity, construct validity, and consultation with the supervisor and expert opinions. The reliability tests utilized Cronbach's Alpha Coefficient and established the results as follows; employee performance with alpha value of 0.801, e-payroll management systems with 0.790, e-recruitment systems with 0.792 while e-appraisal systems 0.810 and e-learning system with alpha value of 0.811. Hence, results showed they were above the minimum threshold of 0.7. Descriptive statistics, such as the standard deviation and mean, was applied. The application of inferential statistics, specifically multiple linear regressions, was facilitated by the use of SPSS software. Analysis was conducted at a significance level of 0.5. The evaluated data was presented using tables. Presenting qualitative data involved the narrative presentation of narration derived from content analysis. According to the findings, the HRIS payroll interface in e-payroll was capable of calculating salaries and providing a variety of supporting jobs when it is coupled with payroll administration. It was emphasized that online recruiting included pre-employment screening, personality evaluations, and testing. Although e-appraisal systems influence human resource information systems and employee performance at Teacher’s Service Commission performance when combined with other research variables, the management is not making the best possible use of the human resource information data supply in order to make appraisal decisions. Therefore, in order for Teachers Service Commission to properly administer their e-payrolls, they need to identify the various components of e-payroll and incorporate those components into their information systems for managing human resources. It is imperative that decision-makers at Teacher’s Service Commission continue to invest in the modernization of human resource information systems in order to enhance the organization's capacity for efficient hiring. The management of Teacher’s Service Commission has to conduct an investigation into the reasons why their e-performance management system does not increase real-time communication. The provision of users with the required communication equipment that can assist them in tracking their performance levels is one way in which this might be enhanced.
Generic Strategies and Competitive Advantage of Maize Seed Companies in Kirinyaga County, Kenya.
(Kenyatta University, 2024-11) Ndegwa, Michael Mwangi
To achieve competitive advantage, maize seed companies must navigate a dynamic and disruptive commercial landscape characterized by intense competition. This call for companies to keep on adjusting to different markets situations and employing different strategies to compete effectively. This study aimed to investigate the effects of generic strategies on competitive advantage on maize seed companies in Kirinyaga County, Kenya. The research objectives were to investigate the effect of cost leadership strategy, differentiation, distribution and channel strategy and focus strategy on competitive advantage of maize seed companies in Kirinyaga County. The study was anchored on resource-based view theory and competitive advantage theory and adopted descriptive research design. The target population was 24 registered maize seed companies in Kenya. Samples were drawn from all middle level managers from sales and marketing, finance and strategy, research and development and production departments. Four staffs from every company making a total of 96 respondents, which formed a sample size and was purposively sampled. Questionnaires were used to collect data. A pilot study was done on 10 participants from 2 managers each from 5 maize seed companies in Embu County and necessary corrections done to research questions to ensure validity and reliability of data met the required standard. Data collected was analyzed by both descriptive analysis such as mean, standard deviation, frequencies, and inferential analysis such as correlation and regression model. Information derived was latter displayed in tables and figures. The key finding of the study showed that cost leadership strategy, differentiation, distribution, and channel together with focus strategy were widely used by maize seed companies in Kirinyaga and they had a positive influence on competitive advantage of these firms with regression coefficient of r=0.612, r=0.244, r=1.008 r=0.043 respectively. The findings revealed that distribution and channel strategy had greatest influence on competitive advantage of maize seed companies with a regression coefficient of r=1.008 while focus strategy had the least influence with r=0.043.The study recommends that maize seed companies explore their evolving cost economics and makes use of various methods to differentiate their products and services while strengthening their distribution network ensuring they obtain much information on their customers to understand their needs when and where required.
Generic Strategies and Performance of Pharmaceutical Firms in Nairobi City County, Kenya
(Kenyatta University, 2024-07) Adaji, Arthur Musieba
There is a very high rise in competition in the pharmaceutical industry and therefore, pharmaceutical companies in Kenya need to have application of generic strategies for them to increase their profits and market share. The research problem was attributed to high production cost and high level of competition which has been on the rise in the Kenyan pharmaceutical sector, this had a challenge effect to the companies therein. This is as a result of numerous sellers who are competing for their own market share in the same market with similar range of products. This has resulted to companies having the challenge of maintaining their profitability which in return had impact on their operations. The main reason that motivated this research to be carried out was to identify the impact that generic strategies have on organization performance in pharmaceutical sector in Nairobi. Specific objectives were: investigating impact that cost leadership strategy has on organization performance; to investigate scope which differentiation influenced organization performance, and to determine the influence focus strategy can bring to the organization performance among pharmaceutical firms all these in Nairobi, Kenya. This study applied three theories and models, that is: Porter's five forces model, the resource-based view theory, and the Balanced scorecard model. The target population for the research was 100 pharmaceutical companies in Nairobi. Researcher collected data from 80 people using a survey method called semi-structured questionnaires. These were delivered using drop-off and pick-up as well as online methods. For analyzing the data, researcher used descriptive statistics to summarize the information and inferential statistics to draw conclusions. To find out how different factors are related, Pearson's correlation was applied by the researcher. In order to figure out the importance of each factor, the researcher used a multiple linear regression model. Cronbach's alpha correlation coefficient was calculated since this helped in identifying the reliability of the questionnaires that were used during data collection. This study adopted content validity which involved guidance from supervisor. The study's findings were presented through tables, allowing for clear visualization of the collected data. The ethical considerations were adhered to so that security and privacy rights of the participants were not violated. Finally, conclusions were made according to the finding discovered during the research. The research aimed to understand how different generic strategies affected performance of pharmaceutical companies. The study surveyed 100 firms with a target population of 80 respondents using semi-structured questionnaires, and 75 of them responded accordingly to the questions asked, which is a 93.75% response rate. It was established that generic strategies had a positive influence on performance of pharmaceutical companies in Nairobi. This research recommended that companies should focus on cost leadership by working closely with suppliers and involving stakeholders since this would drive the towards gaining competitive advantage. Also, they recommend investing in differentiation. This would be achieved by making their, products, and services unique and encourage continuous training of their staff to enhance innovation. Finally the study recommended pharmaceutical companies to decide carefully the niche where to apply focus strategy on their products and services.
Strategic Management Drivers and Performance of Level Four and Five Private Hospitals in Mombasa County, Kenya
(Kenyatta University, 2024-11) Nyungu, Lillian Mwaka
Healthcare quality for private hospitals in the county has been a sharp focus and hence the growth rate has declined to 5.2% in 2018, 3.5% in 2019, 2.3% in 2020 and 1.7% in 2021. It is in this regard that the researcher seeks to examine the effect of strategic management driver on the performance of level four and five private hospitals in Mombasa County. The study was based on the following specific objectives: To determine the effect of strategic technology orientation,2strategic customer focus, strategic human resource2practices, and strategic quality 2planning 2on 2the 2performance of 2level 4 and 52private hospitals in Mombasa County, Kenya. To underpin the study, survival-based theory, customer2relationship management theory, expectancy2theory and Deming’s theory2of2quality management2were used. The study2adopted a cross-sectional research design and2targeted 261 employees from top and middle level management from eight level five and four2private hospitals:2Mombasa Hospital, Premier Hospital, Pandya Hospital,2Aga Khan Hospital, Jocham Hospital, Sayyida Fatima Hospital, Avenue2Healthcare Hospital and AAR Hospital. The2study used Yamane’s formulae to2determine a sample2of 1582employees from the2eight hospitals. The study used structured questionnaires2to gather primary data from the2employees which was analyzed using SPSS2version 26, where descriptive and2inferential statistics2was used, and the results presented2in2the2form of tables. Before conducting the2main study, a2pilot2study was conducted among 16 employees of level five2hospital in Nairobi County to examine reliability and validity2of the research2instrument. Out the 158 questionnaires2distributed2119 questionnaires2were returned.2Strategic2technology orientation has2an unstandardized coefficient 2(B) of .653, with a standard error of .101. The t-value of 6.465 and2a significance level2(p-value) of less than2.0012(.000)2suggest2that strategic technology orientation2has2a2statistically significant positive2impact on2hospital performance.2Strategic customer focus shows2an unstandardized coefficient of .515 with a standard error of .166, and2a standardized coefficient of2.477. With a t-value of 3.102 and a p-value of2.002, this variable also significantly2predict hospital2performance, indicating a substantial positive 2impact 2when 2other 2variables 2are 2held constant. 2Strategic 2human 2resource 2practices with hospital2performance (B=.507,nt2=23.812, p< 2.001), suggesting2a2positive contribution to performance2when2accounting for the influence of other variables. Strategic technology orientation emerged as2a critical factor, highlighting the2importance2of2adopting advanced technologies2and fostering2a2culture of continuous learning2and 2innovation 2within hospital operations. Strategic customer focus was identified as another pivotal driver, underscoring the need for hospitals to prioritize patient-centered approaches that value patient satisfaction, engagement, and personalized care. The role of strategic human resource practices in influencing hospital performance cannot be overstated. Furthermore, strategic quality planning was shown to play a vital role in improving hospital performance. For hospital administrators, the practical implementation of advanced technology stands out as a cornerstone for improving operational efficiency and patient care. On the policy front, recommendations include the development and enforcement of comprehensive quality standards for hospitals. For hospital administrators, the practical implementation of advanced technology stands out as a cornerstone for improving operational efficiency and patient care. By incorporating electronic health records, telemedicine, and digital health solutions, hospitals can offer more accessible, efficient, and effective healthcare services. Additionally, adopting a patient-centered approach is vital.
Microfinance Services and Performance of Women-Owned Micro and Small Businesses in Bujumbura- Burundi.
(Kenyatta University, 2024-10) Kwitonda, Albert
Since the middle of the 1980s, microfinance for women has gained popularity among development organizations as a method of reducing poverty. Micro and small businesses owned by women have restricted access to microfinance services, limiting their revenues and adversely affecting their business performance. This study aimed to investigate the effect of microfinance services on the performance of women-owned micro and small businesses in Bujumbura, Burundi. The specific objectives of the study are to examine how microcredit, savings mobilizations, and financial training services affect the performance of women-owned small and microbusinesses in Bujumbura, moreover the study used government regulations as a moderating variable. The theories of this study were resource-based view theory, dynamic capability theory, contingency theory, and innovation theory. The researcher utilized an explanatory research design. The target population was dispersed over 8 sectors from three districts in Bujumbura, and the sample size was 191 women-owned micro and small businesses selected from 366 micro and small enterprises using a proportionate stratified and random sampling approach. 191 women-owned micro and small businesses in Bujumbura, Burundi, received a semi-structured questionnaire for the research using the drop and pick approach. The study employed descriptive statistics like percentages, means, and standard deviations and a multiple linear regression model in inferential statistics to analyze the data. The regression model was utilized since it demonstrates how the independent variable affects the dependent variable. The results indicated that micro and small businesses' performance was significantly and positively influenced by having access to microcredit. Additional findings demonstrated that the performance of micro and small businesses was positively and significantly influenced by savings mobilization. Furthermore, the findings indicated that financial education significantly affected performance of micro and small businesses. Plus, the relationship between microfinance services and the performance of micro and small firms was not significantly moderated by government regulations. The study concluded that microfinance services contribute significantly to the performance of women-owned micro and small enterprises. The study recommends that microfinance organizations in Bujumbura, Burundi, need to inform the public of the importance and uptake of their services. Microfinance institutions ought to make savings accounts easy to operate for women entrepreneurs. It was further recommended that for the women-owned micro and small businesses in Bujumbura, Burundi, microfinance institutions should do a better job of raising awareness of the services they offer so that business owners know about them and how they can help them succeed if they want to perform well financially.
Water And Sanitation Provision Practices and Performance of Bomet Water and Sanitation Company in Bomet County, Kenya
(Kenyatta University, 2024-10) Koech, Nicholas Kiplangat
This study investigated water and sanitation provision practices that influence and affect performance of Bomet Water and Sanitation Company. The purpose of this study was to investigate the influence and effect of water and sanitation provision practices on performance of Bomet Water and Sanitation Company in Bomet County, Kenya. Specific objectives of the study were to establish how resources influences performance of Bomet Water and Sanitation Company, to find out the extent to which stakeholder engagement effects performance of Bomet Water and Sanitation Company, to determine the effects of governance on the performance of Bomet Water and Sanitation Company and to examine the influence of information communication technology on the performance of Bomet Water and Sanitation Company. Theories adopted were; Resource Based View Theory, Stakeholder Theory, Stewardship Theory, Systems Theory and Balance scorecard Theory. The study adopted a descriptive research design and targeted 170 respondents drawn from commercial, technical and administration department. The sample size was 34 staffs selected using stratified random sampling technique. A pilot study was conducted to test the effectiveness and reliability of the research tool. The study used both primary and secondary data sources. Data was analyzed using quantitative approach which involved the use of descriptive statistics that entailed percentages, frequency, mean and standard deviation. Inferential statistic adopted was regression analysis was used to establish existing relationships between water and sanitation provision practices and performance of Bomet Water and Sanitation Company. Results were as follows; resources had a positive and significant effect on performance of BOMWASCO of (β=-0.229, p < 0.05). Stakeholder engagement had a positive and significant effect on performance of BOMWASCO (β=0.231, p < 0.05). Governance had a positive and significant effect on performance of BOMWASCO (β=0.451, p < 0.05). ICT had a positive and significant effect on performance of BOMWASCO (β=0.343, p < 0.05). The study concluded that resources, stakeholder engagement, governance and ICT have a positive and significant effect on performance of BOMWASCO. The study recommended that physical resources should be used sufficiently and correctly to enhance equitable water supply all residents. The community should continue to be engaged in all water supply and solid waste collection practices in the County. BOMWASCO board structure should effectively represent diverse stakeholder interests. Current software solutions should continue being used in a manner that effectively meets organizational needs and requirements. The study recommends further studies should be conducted on Water and sanitation practices and performance of other water and sanitation companies in Kenya.
Strategic Banking Channels and Performance of Commercial Banks in Kenya
(Kenyatta University, 2024-11) Kioko, John Mutinda
Performance in the context of commercial banks is a critical concern worldwide. Banks play a pivotal role in the financial stability and economic development of nations. Their performance is not only indicative of their financial health but also reflects the broader economic landscape. Strategic banking channels utilizing digital platforms are believed to improve the performance of banks by providing services and products to customers around the clock. However, despite the improving ratio, Kenya still remains overbanked compared to other major African economies. This study investigated the influence of strategic banking channels on the performance of commercial banks in Kenya. Specifically, it examined the impact of agency banking, mobile banking, automated teller machine (ATM) banking, and internet banking channels on the performance of commercial banks in Kenya. The study was anchored by Financial Intermediation Theory, Balance Score Card, Agency Theory, Diffusion of Innovation Theory, and Technology Acceptance Model (TAM). A descriptive research design was adopted for the study. The unit of analysis consisted of 13 commercial banks in Kenya that have implemented all the strategic banking channels. The unit of observation included 1,406 management staff at the headquarters of these banks, comprising directors, heads of departments (HODs), heads of units, and line managers. A purposive sampling method was used to select respondents based on their characteristics or relevance to the research. Subsequently, stratified sampling was employed to divide respondents into subgroups (strata) based on shared characteristics. The sample size was 311 management staff. Questionnaires were used to collect data from all respondents. These questionnaires were piloted to help the researcher reduce ambiguity and ensure the items were valid and reliable. Descriptive statistics, mainly mean and standard deviation, were used to summarize the quantitative data. Additionally, the study conducted inferential statistical analysis, including correlation and regression analysis. Data was presented using tables. The study was beneficial to the management of Kenyan commercial banks by providing insights into how these strategic banking channels can be used to improve performance in terms of profitability and customer satisfaction. It also helped the government of Kenya understand how these channels significantly influence the performance of commercial banks, which are key partners in achieving development goals through tax payments, revenue collection, and government lending. The study found that agency banking has frequently created a wider customer base across the country. Mobile banking has frequently enabled banks to allow their customers convenient access to their accounts anytime. ATMs were found to be cheaper to build and maintain, reducing a bank teller’s workload and labor costs. Internet banking has frequently enabled banks to offer funds transfer services to customers both within and outside the country. The research concluded that agency banking channels had the greatest effect on the performance of commercial banks in Kenya, followed by ATM banking channels, then internet banking channels, while mobile banking channels had the least effect. The Central Bank and the Kenyan government need to accelerate the interoperability of these strategic banking channels among commercial banks. In the long run, this will help banks reduce the cost of investing in technology individually by jointly developing and sharing available technological platforms and resources to offer products and services to their clients seamlessly.
Business Process Management and Performance of Deposit Taking Savings and Credit Cooperative Societies in Meru County Kenya
(Kenyatta University, 2024-11) Mwiti, Joy Kendi
The desire to continuously improve business efficiency as competition increases for organization has driven businesses to review their business processes with a view of eliminating inefficiencies. Business process management implementation has gained attraction as more and more businesses seek to improve on their efficiencies. This study sought to establish the effects of business process management and performance of deposit taking Savings and Credit Cooperative Societies in Meru County, Kenya. The specific objectives were: to establish the effect of strategic alignment, information technology, and business process controls on performance of deposit taking Savings and Credit Cooperative Societies in Meru County, Kenya. The study used three theories namely; strategic alignment “fit” theory, the group dynamic theory and dynamic capability theory. These theories helped in understanding the business process management and their effect on performance. Descriptive research design was adopted. Questionnaires was used to collect primary data. Both qualitative and quantitative analysis was used. Mean, frequencies, standard deviation and percentages was used to analyze quantitative data while narrative analysis was used to analyse qualitative data. Tables and Figures were used in presenting the findings. The study found that the performance of the deposit taking Savings and Credit Cooperative Societies in Meru County was above average as indicated by the quality of service, market share, member’s deposits and number of products. The study established that Sacco established commendable approaches to solicit funds to support strategy alignment, recognizable vision was followed and all departments supported strategy alignment. The study found that Savings and Credit Cooperative Societies offer proper training to the employees on the new technology and the Savings and Credit Cooperative Societies hold Information Technology tools and services so as to have an edge that is competitive. Continuous Improvement enhanced the quality of yields and services that were provided by ISPs, streamlined their processes, wastage reduction and advanced their productivity and competitive advantage. It was also established that business process control greatly affects organizational performance. The control practices need to have a feedback mechanism to alert the managers on any deviations arising from the operations and the same deviations should be measurable. The study concluded that strategy alignment, information technology, continuous process improvement and business process control positive and significant affected performance of Savings and Credit Cooperative Societies. The study recommends Deposit Taking Savings and Credit Cooperative Societies to adopt business process management, by providing strategy alignment, information technology, continuous improvement process and business process control. Increase the concern and interest about Information Technology and provide the electronic services, in order to improve the level of service provided. The study made recommendations to the managerial leadership at the Savings and Credit Cooperative Societies to focus on increasing of the awareness of business processes management as an important factor to achieve business performance.
Total Quality Management Practices and Performance of East African Breweries Limited, Kenya
(Kenyatta University, 2024-10) Gichure, Jamleck Waweru
EABL faces growing competition and rising costs, similar to global trends, making Total Quality Management crucial for improving customer satisfaction and staying competitive.TQM is a continuous process focused on identifying and eliminating managerial gaps, aligning management practices, and enhancing customer service while empowering employee training. By integrating strategies, data, and communication channels, TQM instills quality principles into the organization’s culture and operations, supporting long-term growth and resilience.This study examined the relationship between Total Quality Management practices and organizational performance at East African Breweries Limited in Kenya, focusing on key components such as customer focus, continuous quality improvement, and strategic approaches. The research explored the impact of these Total Quality Management practices on East African Breweries Limited’s performance, highlighting the importance of customer-centric strategies and continuous quality improvements. Contingency theory, Service Quality theory, Six Sigma, and Systems theory were reviewed to analyze the gaps that necessitate further research. The target population for the study was 60 managers directly involved with Total Quality Management at East African Breweries Limited, and a census approach was used, eliminating the need for sampling. The study employed an explanatory research design, using questionnaires for data collection. Descriptive statistics were used to present the data in tables and charts, while correlation and regression analysis established the relationship between Total Quality Management practices and organizational performance. The findings revealed that East African Breweries Limited's commitment to Total Quality Management significantly improves its performance, particularly in areas such as customer retention, operational efficiency, and market competitiveness. In conclusion, the study underscores the positive impact of Total Quality Management practices on business outcomes at East African Breweries Limited, emphasizing the strategic importance of a customer-centric approach. The research recommends that organizations in the manufacturing sector, including East African Breweries Limited, adopt comprehensive Total Quality Management practices to enhance performance. Further research should focus on identifying effective customer-centric practices that can be adopted by manufacturing firms for sustained success.
Differentiation Strategy and the Performance of Medical Insurance Companies in Kenya
(Kenyatta University, 2024-09) Kimani, Isabel Wanjiku
Against a backdrop of escalating global competition, health insurance firms grapple with the need to stand out amidst a saturated market. With this in mind, this study aims at investigating differentiation strategy and its effect on the performance of medical insurance companies in Kenya. The general objective of the study was to investigate the effect of differentiation strategy on performance of Health Insurance Companies in Kenya. The specific objectives of the study include investigating the impact of product considerations, personnel initiatives, distribution aspects and image practices on the performance of medical insurance companies in Kenya. Drawing on established theories such as Resource-Based View, Brand Equity Theory, and Dynamic Capabilities Theory, the study employs a multi-theoretical framework to provide a nuanced understanding of the complex relationships between differentiation strategies and organizational outcomes. Adopting the descriptive research design, the target population comprises 980 employees in the medical insurance firms in the top management and middle level management in Nairobi, drawn from the respective insurance firms’ Human Resources Departments. Employing a multi-stage sampling technique, the established sample size is 101 top and middle level management staff who were reached by stratified random sampling. A semi-structured questionnaire used to collect primary data, and was distributed through a drop-and- pick- latter approach. A pilot test was performed to assess the reliability and validity of the questionnaire. Cronbach’s Alpha coefficient was employed to determine the reliability of the research instrument. Data was analyzed using both descriptive and inferential statistics. Descriptive statistics measures of mean and standard deviation was used, while for inferential statistics, regression equations were employed. The study established that product considerations strategy, personnel initiatives strategy, product considerations strategy and image practices strategy had a positive significant effect on performance of health insurance companies in Kenya. The study concludes that product considerations is the key aspect distinguishing one company’s products or services from its competition. Personnel initiatives strategy gives an organization the ability to respond in time to the needs of their members through the skills and knowledge of employees. A differentiated distribution strategy allows insurance companies to expand their sale potential by getting their product in front of more potential customers. An effective image establishes the product's character and value proposition and a person responds differently to company and brand images. The study recommends that the insurance companies should consider opportunities for differentiation in all of its production areas: marketing, product management, engineering, sales, and customer support. Organizations looking to build personnel initiatives strategy will need to produce or design extremely unique or distinctive products or services that create increased value for the consumer. The insurance companies should devote resources to channel management preferably at least one dedicated manager whose sole responsibility is to manage those relationships and build the marketing programs to drive revenue through the channel. The insurance companies should identify their brand gaps, which are the discrepancies between their desired and actual brand performance.
Value- based Leadership Strategies and County Government’s Performance in Kiambu County, Kenya
(Kenyatta University, 2024-02) Chege, Godfrey Hinga
Due to subpar performance, county governments in Kenya delivered fewer services, as indicated by data from the World Bank. According to the report from the controller, Kiambu county recorded a relative decrease in the timely and quality delivery of services, reduced citizen participation in project/program prioritization, and ineffective use of county revenues in the financial year 2017/2018 to 2020/2021. Value-based leadership practices played a key role in the majority of the best-performing counties in Kenya. Despite the significance of value-based leadership, its effect on the performance of county governments was not clear due to a scarcity of empirical literature. The research aimed to determine how the performance of the County Government of Kiambu was affected by value-based leadership. The study's specific goals were to establish the impact of innovative leadership strategies, employee inclusivity, and leadership communication strategies on the performance of the County Government of Kiambu, Kenya. Stewardship theory, agency theory, and stakeholders theory served as the study's guiding principles. Cross-sectional survey designs that were both explanatory and descriptive were employed. A sample of 80 respondents was used. To achieve a representative sample, the study used stratified random sampling for the counties. The study's data collection made use of both closed-ended and open-ended questionnaires. Descriptive and inferential statistics were used. Descriptive statistics included mean, frequencies, and standard deviation. Inferential statistics included regression and correlation analysis. The inferential analysis was interpreted using a 0.05 significance level. To ensure further data analysis triangulation, various statistical methods were applied, including factor analysis as well as descriptive analysis. The study used regression models for testing the association amongst the variables of the study. The study found that there were generally positive perceptions with some variability, particularly in the board's allowance for employees to attend duties without prejudice. High mean scores across various aspects, indicating a positive perception of innovative leadership practices within the organization. Generally positive perceptions with some variability, particularly in the respect and support for the responsibilities of every stakeholder. High mean scores with low standard deviations, suggesting a generally positive perception of leadership communication within the county. The findings reveal a generally positive perception across various aspects of leadership within the organization. While respondents believe in fair treatment, there's room for improvement in the board's communication. The positive perceptions of consensus orientation, innovative leadership, inclusiveness, and leadership communication contribute to a favorable organizational climate. The following recommendations were suggested; strengthen board communication and implement training programs on consensus orientation and fair treatment, encourage continuous innovation initiatives, provide training for employees on innovative platforms, develop stakeholder engagement programs, provide continuous communication training for leaders and establish regular feedback mechanisms.
Selected Human Resource Management Practices and Employee Performance in State Department of National Registration Bureau, Nairobi Kenya
(Kenyatta University, 2024-06) Gisiora, Marion Nyakerario
The department plays a crucial role in society, as individuals are unable to do significant tasks that necessitate personal identification without possessing an identity card. The occurrence of service delivery delays resulted in a significant number of grievances expressed by politicians during the electoral campaign, when the possession of an identity card was a prerequisite for voter registration. Furthermore, according to the Ethics and Anti-Corruption Commission, the department in question was identified as the least performing department within the Ministry of Interior. Objective of the research was aimed at examining selected HRM practices and performance of employees at the Department of National Registration Bureau. Specific objectives encompassed investigating the effect of recruitment practices, training, compensation lastly, job recognition practices towards performance in State Department of National Registration Bureau. This research was grounded in the theory of resource-based view theory, social exchange theory, human capital theory, equity theory and expectancy theory of motivation. The research utilized a descriptive research design. The population of the study consisted of the 406 employees at State Department of National Registration Bureau. The individuals comprising the senior, middle, and junior management teams at the Nairobi Office are encompassed within the aforementioned. The sampling technique employed involved the use of a stratified random sampling technique. The sample size consisted of a total of 81 staff. The chosen approach for data collection involved questionnaires. The attainment of content validity for the research instrument was achieved by the implementation of a pilot study. Furthermore, the confirmation of instrument reliability was achieved by testing questionnaire based on basic requirement of 0.7 Cronback Alpha test. The data underwent a descriptive statistical analysis using the Statistical Package for the Social Sciences (SPSS) to ascertain measures of central tendency and dispersion. The presentations utilized tables. The study's findings may have practical implications for various stakeholders, including the State Department of National Registration Bureau, human resource professionals, policymakers, HR recruitment agencies, and researchers. These stakeholders can utilize the study's results to formulate effective strategies aimed at enhancing employee performance. Moreover, the study's findings may assist the ministry in effectively addressing any existing employee performance concerns. According to the findings of the study, there was a significant and positive correlation between recruiting practices and employee performance at the Department of Kenya National Registration Bureau, with a coefficient of 0.115, a t-value of 0.885. Findings demonstrated that there exists a significant and positive correlation between the compensation practices offered to employees and their performance at the Department of Kenya National Registration Bureau (β) 0.272, t=4.172. Lastly, A positive and statistically significant relationship exists between job recognition and employee performance at the Department of Kenya National Registration Bureau, as indicated by the coefficient (β) of 0.731, the t-value of 6.032. The study recommends that the management should ensure that they put in place strategies of attracting best candidates with best skills and ensure that same candidates are subjected to proper screening to that the management may confirms the stated skills are actually possessed by the candidate. Management should consider training their staff in skills that are deficient within the organization in order to achieve high goal levels.
Total Quality Management Practices and Competitive Advantage of Selected Manufacturing Firms in Industrial Area, Nairobi City County, Kenya
(Kenyatta University, 2024-10) Mirioba, George
Kenyan manufacturing firms in Nairobi County technical efficiency operations have recently fallen to 59%, against the global index of 74% ostensibly caused by inadequate application of Total Quality Management Practices. The depth and breadth of quality practices implementation, intertwined with the contextual challenges endemic to Industrial Area firms, necessitates a nuanced and localized study to address the underlying menace and remain operationally vibrant. This study focused on determining the effect of total quality management practices on competitive advantage of selected manufacturing firms in industrial area, Nairobi City County, Kenya. The study’s specific objectives were to assess the effect of customer focus, quality planning, supplier management and employee involvement practices on competitive advantage of selected manufacturing firms. The study was anchored on competitive advantage, quality trilogy, and zero defects theories. The research design informing the study’s methodology was cross-sectional research design. The target population was the 20 selected manufacturing firms found in industrial area, Nairobi City County, Kenya where from each firm, the operations, procurement, and strategic managers were the respondents totaling to 60 respondents. Census survey was adopted to collect primary data using semi-structured questionnaires. Prior to data collection, a pilot study on test validity and reliability of research instrument was carried out where validity and reliability findings were used to improve on the instrument before actual data collection. The instrument items were found to be valid as expert rater one and two gave content validity indices of 0.86 and 0.91 respectively. The variables in the instrument were also reliable since quality planning, employee involvement, supplier management, customer focus, total quality management practice, and competitive advantage recorded Cronbach Alphas of 0.790, 0.821, 0.872, 0.758, 0.784, and 0.853 respectively. Both descriptive and inferential statistics were used to analyze data and result presented in tables and narrations. A multiple regression model was used to determine variable relationships in the study. As a research ethical procedure, respondents were provided with consent forms and necessary research permits and permissions obtained from relevant authorities. The study found that quality planning practice (β= 0.429; t= 6.302; p-value= 0.000), employee involvement practice (β=0.194, t= 2.419, p=0.019), supplier management (β=0.143, t= 2.020, p=0.048,), and customer focus practice (β=0.351, t= 5.050, p=0.000) had statistical significant positive effects on competitiveness. With an overall p-value of 0.000 and adjusted coefficient of determination (R-square) of 62.4%, the study found and concluded that total quality management practices have a statistical significant effect on competitiveness of selected manufacturing firms in industrial area, Nairobi City County, Kenya. The study recommends that management of manufacturing firms should research on vibrant quality management practices for implementation to enable them remain operationally relevant amidst heightened sectorial competitive pressures.
Generic Strategies and Performance of Five Pharmaceutical Distribution Companies in Nairobi City County, Kenya
(Kenyatta University, 2024-10) Miriti, Ben David
The pharmaceutical distribution sector in Nairobi City County, Kenya, faces intense competition, regulatory challenges, and dynamic market conditions. To maintain competitive advantage and improve performance, companies need to adopt effective strategies. However, it remains unclear which generic strategies such as differentiation, pricing strategy or focus are most effective in enhancing the performance of pharmaceutical distribution companies. The study investigated generic strategies and performance of five pharmaceutical distribution companies in Nairobi City County, Kenya. The study was guided by the following objectives; effect of pricing strategy, effect of differentiation and effect of focus strategy on the performance of pharmaceutical distributors in Nairobi County, Kenya. The study was underpinned on the theory of configuration, resource theory, and the Five Forces model of competition which served for the research. The study used descriptive research design. The target population consisted of 45 of the top 5 pharmaceutical distribution companies, making up the sample size of 36, which included the Chief Executive Officer, general manager and marketing manager in the pharmaceutical manufacturing companies. The study was a census of pharmaceutical manufacturing companies in Nairobi. A structured questionnaire was used for data collection. The questionnaire was tested through pilot testing for its validity and reliability. The pilot test was carried out to identify design and instrumentation vulnerabilities and to establish alternative data for probability sample collection. The study was conducted in two pharmaceutical manufacturing firms outside Nairobi city County and 6 senior level managers were involved. Content validity was conducted and Cronbach’s alpha used to test for reliability. The study used primary data which was gathered from the managers. The data was coded and then analyzed using SPSS, Version 22.0. The study determined the association between the dependent and independent variables by employing regression and correlation analysis. The findings showed that differentiation strategy pricing and focus strategy positively and significantly influenced performance of pharmaceutical companies in Nairobi County, Kenya. The study concluded that managing the production expenses enhances business performance as a result of increased profit value. It was recommended that pharmaceutical distribution companies should conduct customer satisfaction surveys in order to bridge the niche that may be identified. This will them in a position to offer the relevant products and services and gain customer loyalty which eventually leads to increased profitability. Future areas of study should focus on other competitive strategies since the three generic strategies that were identified did not account for 100% of the variation in performance of pharmaceutical firms.

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