MST-Department of Business Administration

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Marketing Mix and Performance of Micro Finance Institutions in Nakuru Town, Kenya
(Kenyatta University, 2025-12) Kamundia, John
Numerous scholars have noted that Kenyan microfinance institutions continue to suffer a variety of performance-related issues. These Microfinance Institutions deal with a variety of performance issues, such as their capacity to draw in and keep clients. The rivalry for clients has intensified due to the emergence of sophisticated financial technology businesses that target the market historically served by Microfinance Institutions and offer financial services like loans via mobile devices. As a result, Microfinance Institutions are becoming more and more dependent on implementing marketing mix strategies to improve their performance and acquire a competitive edge. Thus, this study's objective was to ascertain how the marketing mix affects the performance of microfinance organizations in Nakuru Town, Kenya. The research's specific objectives were to investigate how pricing decisions, place decisions, promotion decisions, and product design decisions affect performance. The product life cycle theory, balanced scorecard model, and marketing mix theory served as guiding principles for the research. Explanatory and descriptive research designs were used in this investigation. Using stratified random sampling, the study's target population included one branch manager, one operations manager, and five operations employees from each microfinance institution, totalling 78 respondents. The validity of the research instrument (questionnaire) was assessed through expert evaluation by the expert judges, who reviewed the items for representativeness and relevance to the content area. A structured questionnaire was employed to gather data. Data collection procedures involved seeking approvals and using Drop Off and Pick Up method. The reliability was tested using Cronbach's alpha coefficient, with values above 0.7 for all variables indicating high internal consistency and reliability. Data was analyzed using Statistical Package for the Social Sciences software through both descriptive and inferential statistics. The regression analysis revealed that pricing decisions (β=0.589, p=0.002), place strategies (β=0.621, p<0.001), promotion strategies (β=0.673, p<0.001), and product design (β=0.520, p<0.001) all had statistically significant positive effects on Microfinance Institution performance. The study concluded that pricing decisions, place strategies, promotion strategies, and product design decisions all significantly affect the performance of Microfinance Institutions in Nakuru Town, Kenya. The study recommends that Microfinance Institutions conduct regular market research, implement flexible pricing structures, expand outreach through partnerships and digital solutions, develop integrated marketing communication strategies, invest in product innovation, and provide staff training to optimize their marketing mix and enhance overall performance.
Strategic Innovation and Organizational Performance of Microfinance Banks in Nairobi City County, Kenya
(Kenyatta University, 2024-11) Aliong’o, Leakey Kuloba
Microfinance banks' productivity is critical in sustaining a healthy micro-banking system. Bad organizational performance has an impact on microfinance banks' ability to withstand negative shocks, which has an impact on solvency. A report from Kenya's Central Bank (2018) attested that Microfinance banks face severe financial implementation problems. This study focused on microfinance banks in Nairobi City County, Kenya, and how innovative strategies affected their success. The precise objectives sought to explore the impact of market innovation, product innovation, process innovation and technology innovation regarding the success of micro finance banks. A few theories, including dynamic capability, innovation diffusion, Schumpeter's innovation theory, stakeholders' theory and Theory and Practice of Microcredit were used to anchor the study. An explanatory study design was utilized in the investigation. The study's population was 13 microfinance banks within Nairobi County. All the microfinance banks were included in the study. From each of the firms, the researcher targeted managers representing the following departments: marketing, finance, operations and information technology. The target population was 140 respondents. Using Krejcie & Morgan table for sample size determination, the study sample size was 104. The study's primary data was collected via semi-structured questionnaires. The instrument's reliability and validity were examined. Descriptive statistics were based on means and percentages. To evaluate the relationship between the dependent and independent variables, the study used regression analysis and Pearson correlation coefficient. The results were presented using graphs and tables. Qualitative data was presented in the form of narratives. Market innovation was discovered to have a favourable and substantial effect on the success of microfinance banks. Furthermore, the findings demonstrated that microfinance banks' performance was positively and significantly affected by product innovation. Furthermore, the organizational performance of microfinance banks was positively and significantly affected by process innovation. Further, the results showed that microfinance organizations benefit from technological innovation. The study's findings demonstrated that microfinance banks' performance was significantly and positively affected by market innovation. In addition, developing a packaging strategy for microfinance products enhances their performance. Further, the packaging strategy was also found to be effective in attracting new customers. A promotion strategy helps in reaching out to a wider market. The study concluded that the development of new products in most microfinance banks is informed by the needs of their customers. The microfinance bank's performance was improved through increased spending on product research and development. Researchers found that the needs of microfinance banks' stakeholders shaped the creation of innovative procedures. Further, process improvement is essential to enhance the general efficiency of the organization. In addition, most microfinance banks are still in competition for market share with their rivals. Furthermore, the improvement of the quality of service of most microfinance banks enhanced the microfinance banks’ performance. The study indicated that microfinance banks that have not completely adopted market innovation as a means of increasing performance should seek ways to do so because a correlation exists between market innovation and organizational performance. Management at microfinance banks should make sure that all their employees are involved in product development by coordinating their efforts, this will enhance their performance. Microfinance banks ought to undertake regular changes in the organizational structure so that they can enhance their performance. Microfinance banks should put money into new systems and procedures like inventory management systems to take advantage of the benefits that come with new technology.
Management Information Systems Capabilities And Perpormance of Teacher Service Commission Of Kenya
(Kenyatta University, 2022-05-20) Wanyoike, Mary Waithera
Abstract
Board Characteristics and Financial Stability of Selected Microfinance Banks in Kenya
(Kenyatta University, 2024-04) Mbaya, Phineas Koome
Microfinance institutions are globally seen as instruments for achieving sustainable growth in developing countries. This function can only be ensured if the institutions are able to expand their reach and become financially sustainable. Financial instability entails high expenses for a particular economy since it increases financial risks that might bankrupt commercial banks due to changing pricing factors in the money market. Financial markets are more effective when financial imbalances caused by market shocks are eliminated. Regulation of the microfinance sector is essential for safeguarding depositors, fostering investor trust, and guaranteeing microfinance banks’ strong financial position. This study aimed to investigate how board characteristics (board activity, size, and independence) affect the financial stability of Microfinance banks in Kenya. The study also evaluated the influence of interest rates on the relationship between board characteristics and financial stability. The study was guided by the agency, stewardship, and financial intermediation theories. This study utilized an explanatory research design and the positivism philosophy. Fourteen microfinance banks in Kenya constituted the target population and sample size was based on a census approach. Data was analyzed utilizing quantitative methods, descriptive statistics, and panel data regression analysis at a 5% significant level. Prior to conducting inferential analysis, diagnostics assessment was performed. All research ethics were adhered to. The study shed light on the directional effect of board characteristics on financial stability. The findings revealed that board size had a negative and insignificant effect on financial stability (β =-0.0634, p = 0.576). Board independence had a negative and significant effect on financial stability (β =-0.1813, p = 0.039). Board activity had a positive and insignificant effect on financial stability (β = 0.7989, p = 0.386). Interest rates had an inverse and insignificant (-0.1699, 0.935) moderation effect on the relationship between board characteristics and financial stability of Microfinance banks in Kenya. The study recommended the reduction of board size, minimum level of board independence, and an increase in the activities of the board, which would positively affect the financial stability of the Microfinance banks. Policy guidelines should clarify the board's responsibilities in setting the strategic direction of the MFBs, formulating policies, and monitoring the implementation of risk management frameworks
Social Welfare Programs and Kenya Police Service Employees’ Performance in Nairobi City County Kenya
(Kenyatta University, 2024-12) Kamtia, Eliah Karongo
The Kenya Police officers work in very demanding environments as they are tasked with ensuring the security of the nation placing them in direct conflict with armed and dangerous criminals in a daily basis alongside handling and preventing other criminal activities, however, in Nairobi City County, the crime rate is high and reports generally indicate poor performance of the police officers. However, despite the introduction of compensation programs by KPS, no attempt had been made in NCC to assess how these programs influenced KPS Employees’ Performance in this County creating the need for this research. Assessing the influence of social welfare programs on Kenya Police Employees' Performance in NCCK was the study’s purpose. The following objectives were addressed; to determine the influence of compensation schemes, professional development programs, health care programs and housing programs on KPS Employees’ Performance in NCCK. Results of this study are significant as they could help the management of NPS to better understand how social welfare programs affect their employees’ performance. The study was guided by the social exchange theory and functional theory. A pragmatism study philosophy guided this study and the preferred study design was a descriptive research approach. The study populace was the 9,925 police officers in NCC while the sample size was 400 respondents. Participants were chosen through simple random sampling technique and respondents issued with structured questionnaires. Ascertaining the validity of the instruments was done via expert judgements and peer reviews while reliability was assessed through Cochran’s Alpha reliability coefficient of r=0.7. Descriptive statistics such as frequencies and percentages as well as inferential statistics namely linear regression was used to analyse quantitative data using SPSS software version 21.0 and presented in figures and tables. Study results revealed that healthcare programs, professional development programs, organizational culture, compensation programs and housing programs offered by the Kenya National Police Service to Kenya Police Service Employees had a significant positive influence on employees’ performance in Nairobi City County. The study concluded that various compensation programs are offered to Kenya police service employees with salaries and bonuses being the main one and all the compensation programs do influence Kenya police service employees’ performance. Additionally, various healthcare programs were being availed to Kenya police service employees and these improved Kenya police service employees’ performance. On moderation, the study concluded that organization culture had a partial moderation which positively influenced social welfare programs of Kenya Police Service employees’ performance in Nairobi City County. The study recommends the need for involving all security sector stakeholders particularly the personnel in formulating and implementing housing, social welfare programs if the offered social welfare programs are to address their key needs.
Managerial Capabilities and Performance of Kenya Railways Corporation, Kenya
(Kenyatta University, 2025-03) Some, Raymond K.
One of the corporations that has portrayed poor performance as a result of managerial issues is the Kenya Railways Corporation. This entity was forced to engage in restructuring as a result of poor performance. This resulted in some long-serving managers given the option of accepting junior positions or exit. The shaking up of the top mantle at Kenya Railways is an indication of lack of optimal managerial capabilities in running the affairs of the corporation. This study aims to investigate the impact of managerial capabilities on the performance of Kenya Railways Corporation. The specific objectives of this research include assessing the influence of networking, opportunity sensing, opportunity seizing, and innovation capability on the performance of Kenya Railways Corporation. This study was informed by the theories of Resource-Based View, Agency along with Dynamic Capability. There was the use of descriptive and explanatory research design which helped in meeting the study’s objectives. The research had Kenya Railways Corporation as its unit of analysis. A total of 192 employees from finance, procurement, operations, and legal departments formed the target population. In arriving at the target sample of the study, there was the use of census sampling technique whereby all the 192 employees from the selected departments formed the sample for the study. The main data collection tool in this research was the questionnaire administered through drop and pick method. Before giving questionnaires to the respondents, there was a test for validity and reliability of this research instrument. After ascertaining this, the researcher then proceeded to the field to collect data. The collected data was then analyzed using descriptive along with inferential statistics after feeding data on SPSS version 2.1. Analyzed data was presented in figures, tables as well as graphs. The research findings indicate that robust networking, opportunity sensing, opportunity seizing, and innovation capabilities significantly enhance the performance, profitability, and resilience of Kenya Railways Corporation, despite some differing views on their effectiveness and associated risks. Kenya Railways Corporation should enhance networking strategies, optimize opportunity sensing, strengthen opportunity seizing capabilities, promote an innovation culture, and engage in continuous evaluation and adaptation to maximize performance and responsiveness to market changes.
Motivational strategies and employee job performance in jubilee insurance company in Nairobi city county Kenya
(Kenyatta University, 2025-06) Oketch, Beatrice Adhiambo
Underperforming workers in Kenya's insurance sector may encounter difficulties such as a crowded market, aggressive sales targets, limited opportunities for professional advancement, and insufficient support from management. Additionally, those with low productivity levels may find it challenging to understand and adhere to changing legal requirements and adherence standards as well as maintaining a positive and professional reputation within the industry.. Therefore, the present study sought to investigate the effects of motivational strategies on employee job performance in Jubilee Insurance Company in Nairobi City County Kenya. The specific objectives was to examine the effect of work environment, training and development, incentives and performance management on employee job performance in jubilee insurance company in Nairobi City County Kenya. Expectancy theory, equity theory, and reinforcement theory guided the study. This research utilized a descriptive design approach, focusing on Jubilee Insurance Company as the primary case. A total of 96 employees were under observation, including 10 HR managers and 86 other staff members. A survey was administered with ninetysix participants involved. Data gathering was supported by a semi-structured survey. To confirm the research tools, surveys were given to nine individuals from Madison Insurance Company located in Nairobi City County, Kenya. The questionnaire's validity was confirmed through face and content validity assessments, reliability was assessed through Cronbach's alpha. Quantitative data were assessed using descriptive statistics (mean and standard deviation) along with inferential statistics (correlation and regression analysis) to investigate relationships between variables. Results were displayed in charts and graphs. Key areas identified as having a positive significant effect on employee job performance at Jubilee Insurance Company in Nairobi City County, Kenya included the workplace, training and development, incentives, and performance management. The research finds that a supportive work environment promotes elevated morale among staff, resulting in enhanced motivation and job satisfaction, while also promoting teamwork and collaboration, which can yield creative solutions and better service delivery. Training and development initiatives enable employees to adjust to these changes more efficiently and equip them with the crucial competencies and understanding required to execute their responsibilities proficiently. Incentives enhance intrinsic motivation by synchronizing employees' personal aspirations with company goals, prompting them to immerse themselves completely in their tasks.Performance management sets explicit expectations and aligns personal objectives with the wider organizational aims, aiding employees in grasping how their efforts impact the company's achievements. The study indicates that the company should allocate resources toward ergonomic furnishings and equipment to reduce physical strain and discomfort. The organization ought to frequently evaluate employee capabilities and training requirements via surveys, interviews, and performance evaluations to recognize deficiencies. The company should implement a system where salary increases are directly tied to performance metrics, which encourages employees to exceed their targets. The company should encourage managers to provide ongoing feedback rather than waiting for annual performance reviews which can help employees make immediate improvements.
Monitoring approaches and performance in national government constituency development fund projects in Nakuru County, Kenya
(Kenyatta University, 2025-05) Keitany, Gloria Jelimo
The projects under the National Government Constituency Development Fund are essential in uplifting the well-being of the citizens and improving socio-economic development in Kenya. However, despite these projects receiving massive financing, challenges including delayed completion and units completed were few in number, still exists. The problems were related to incremental milestones, cost ratios, and the overseer’s opinion as indicators of performance in National Government Constituency Development Fund projects. The broad aim of the study was to establish the effect of monitoring approaches on performance in National Government Constituency Development Fund projects in Nakuru County, Kenya. Specifically, the study sought to determine the effect of result-oriented, constructivist, reflexive, and rapid appraisal approaches on performance in National Government Constituency Development Fund Projects in Nakuru County, Kenya. The theory of change, public value and balanced scorecard model anchored the study. A cross-sectional survey research design was utilized, and a census of all 76 stakeholders comprising the Fund Account Managers, Deputy County Commissioners, Constituency Development Fund committee members, and Public Works’ representatives drawn from the 11 constituencies in Nakuru County constituted the target population. A structured questionnaire was used to collect primary data. Content validity was determined using expert opinion, while reliability was tested using the Cronbach’s alpha method and a value of 0.7755 obtained signifying that the study instrument was reliable. A response rate of 62.81% was realised, which was sufficient in the study. The findings indicated that, result-oriented approach in form of enough inputs like competent personnel to monitor the results in the projects, along with the presence of clear and verifiable ways of monitoring outputs, influenced performance in National Government Constituency Development Fund projects. Constructivist approach in form of monitors being responsive to stakeholders’ interests in the projects, learning histories, monitoring projects in order to identify existence of relevant significant changes, information sharing during project monitoring, had effect on performance in National Government Constituency Development Fund projects. Reflexive approach had effect on performance in National Government Constituency Development Fund projects. Rapid- appraisal approach through monitoring of projects by means of rapid appraisal approach, regular conduction of individual interviews when monitoring projects, holding up of group interviews with Project Management Committee members to assess the progress of projects, conduction of focus group discussions with key stakeholders, engagement of the local community`s representatives in the monitoring of projects along with the review of documents like progress reports during monitoring of projects, influenced performance in National Government Constituency Development Fund projects. Results-oriented approach influences resources; constructivist approach affects responsiveness to interests of the stakeholders; reflexive approach affects systematic planning which must be systematic while rapid-appraisal influences regular stakeholder in conclusion, monitoring approaches had significant effect on performance in National Government Constituency Development Fund projects in Nakuru County, Kenya. The study recommends a change and development of policies to mitigate existing gaps and enhance highly effective realization of projects implementation. The findings are crucial for the various stakeholders and informative to practitioners with regard to the best monitoring approaches which may be employed on National Government Constituency Development Fund projects with the ultimate objective of ensuring their enhanced performance
Strategic management practices and organisational performance: a case study of Kenya Seed Company ltd
(Kenyatta University, 2023-09) Rutoh, Geoffrey Chebwai
The manufacturing sector is an important contributor to economic growth and development in many countries, including Kenya, In Kenya, the manufacturing industry accounts for approximately 10% of the country's GDP and provides employment opportunities to thousands of people. However, the sector faces various challenges that hinder its growth and competitiveness. These challenges include increased competition, lack of innovation, and poor performance. This research proposal aims to investigate the influence of strategic management practices and organizational performance of Kenya Seed Company, a leading seed company in Kenya. The manufacturing sector in Kenya has faced numerous challenges, resulting in some firms closing operations and others resorting to importing from low-cost manufacturing areas. To address these challenges, the study will be guided by two theoretical frameworks: dynamic capabilities theory and resource-based view theory. A cross-sectional survey design will be employed to collect data from Kenya Seed Company. The study will be guided by three specific objectives: strategic planning, resource allocation, and innovation. The findings of this study will be valuable to the management of Kenya Seed Company, the national government, and managers of other manufacturing firms in Kenya. The study results will provide insights into how strategic management practices can influence performance, ultimately contributing to the growth and sustainability of the manufacturing sector in Kenya
Change Management Practices and Performance of Kenya Revenue Authority in Nairobi City County, Kenya
(Kenyatta University, 2024-11) Mule, Catherine Mutheu
Kenya Revenue Authority is mandated to gather revenue in place of Kenyan government. The revenue to be collected is normally set as a target by the National Treasury. Over the time, the authority has continuously missed hitting the revenue collection target. As a result, the authority has endeavored to implement changes with the aim of improving and enhancing revenue collection. The current study aimed at establishing how change management practices influenced performance of Kenya Revenue Authority in Nairobi City County, Kenya. The study focused on establishing the influence of staff engagement, resource allocation, organizational communication, and Leadership on performance of Kenya Revenue Authority in Nairobi City County, Kenya. The theories guiding the study were Three Component Theory of Engagement, Resource-Based View Theory, Communication Theory, Upper Echelon Theory, The Balanced scorecard model, and Lewin's Change Management Model. The study employed a descriptive research design and targeted 470 Kenya Revenue Authority employees working at Customs and Border Control Department in Nairobi City County. A stratified random sampling approach was applied in selecting a sample of 141 respondents derived from top level, middle level, and lower level of management. The study utilized a 5-Point Likert scale questionnaire containing close ended question to gather primary data. Inferential as well as descriptive statistics were utilized to analyze the gathered data. Prior data collection, the study conducted a pilot study on 13 randomly selected respondents to assess the level of validity and reliability of the questionnaire. The descriptive statistics results revealed that all respondents on average were in agreement with various statements addressing each of the variable under study. The regression results established that change management practices comprising of staff engagement, resource allocation, organizational communication, and leadership had a positive significant influence on performance of Kenya Revenue Authority in Nairobi City County. This was shown by beta values of 0.372, 0.538, 0.306 and 0.408 and significant values of 0.000, 0.000, 0.000 and 0.000 respectively. According to the results, change management practices accounts for 73.9% of variations on performance of Kenya Revenue Authority in Nairobi City County. The results bears the implications that increasing the aspects of each of the independent variables with one unit results to increase in the performance levels of Kenya Revenue Authority with the respective beta value of the independent variable. The study findings led to conclusions that staff engagement, resource allocation, organizational communication, and leadership in the change management process positively and significantly influences the performance of Kenya Revenue Authority in Nairobi City County. The study recommended the management Kenya Revenue Authority to enhance the change management practices considered in the study since the practices bears positive and significant influence on performance.
Marketing Strategies and Performance of Dairy Firms in Kiambu County, Kenya
(Kenyatta University, 2025-03) Mbichi, Maureen Ngima
A constant decline in the consumption of processed milk products, a failure to create and carry out sustainable marketing strategies, and poor service delivery had accelerated the poor performance of milk processing firms in Kiambu. The dairy industry's performance in 2019 reportedly declined by 6.7%. Despite the fact that production costs were growing, market prices were relatively modest and stable, which reduced profit margins. Farmers' milk supplies and market trends had also resulted in unequal profitability trends, posing financial issues for dairy companies. This had resulted in financial distress for a number of dairy operations for many dairy farmers in terms of milk prices, credit payment periods, and also returns at the end of the year. The general objective of this study was to investigate the effect of marketing strategies on the performance of dairy firms in Kiambu County, Kenya. The study objectives assessed the effect of product strategy, promotion strategy, position strategy, and price strategy on the performance of dairy firms in Kiambu County, Kenya. The study was guided by Resource Based View Theory, Innovation Diffusion Theory, and Balanced Scorecard Theory. The investigation adopted a descriptive survey research design. The study population was 26 dairy firms in Kiambu County. The study targeted managers, assistant managers, and marketing managers of the dairy firms, forming 78 respondents. The study employed a census method for sampling. Questionnaires were used to gather the data. The validity was accessed using the construct validity method. The Cronbach's alpha with a coefficient of 0.7 was used for reliability. A total of 10% of the population targeted was purposefully chosen for the pilot study. Version 26 of the Statistical Package for Social Science was used to conduct both descriptive and inferential analyses of the data that had been collected. While inferential statistics utilized regression models, correlations, and analysis of variance, descriptive statistics used the mean, standard deviation, and frequency. In order to present the studied data, bar graphs, pie charts, and frequency tables were used. The correlation coefficient (R) of 0.765 indicates a strong positive relationship between these marketing strategies and firm performance. This suggests that as dairy firms enhance their marketing strategies, their overall performance tends to improve significantly. The R Square value of 0.585 means that approximately 58.5% of the variance in the performance of dairy firms can be explained by the combined effect of the marketing strategies under study. The regression analysis shows that there exists relationship between various marketing strategies specifically product strategy, promotion strategy, position strategy, and price strategy and their impact on the performance of dairy firms since the P-value was 0.001. The study concludes that marketing strategies significantly impact the performance of dairy firms. The dairy firms that prioritize product innovation, quality enhancement, and diversification are better positioned to succeed in a competitive market. Through offering products that meet consumer needs and preferences, these firms build stronger brand loyalty and achieve sustainable growth. The study recommends that dairy firm managers, especially marketing managers, conduct regular market research, invest in digital marketing, and adopt innovative branding techniques. The government should support effective marketing policies, provide training resources, facilitate research partnerships, and offer incentives for sustainable marketing to strengthen the sector's long-term growth.
Strategic Leadership and Organizational Performance: A Case of National Bank of Kenya.
(Kenyatta University, 2024-04) Wachira, Mary Wanjiru
Improving organizational performance which entails using organizational resources correctly to achieve set goals and objectives is an important aspect for every organization that seeks to survive in the crowded and competitive market. This has led to banks and other organizations adopting a strategic leadership style to ensure they perform at the optimum. The focus of this investigation was to establish the association between strategic leadership and how the National Bank of Kenya performs in the market. National Bank of Kenya is a registered commercial bank in Kenya with a countrywide branch network. National Bank of Kenya has continued to perform poorly both in terms of profits and customer deposits even when other banks record improved performance. The study was guided by 5 main objectives, namely; to establish the extent to which strategy creation influences performance at the national bank of Kenya, to assess the effect of human capital development on the performance of the national bank of Kenya, to examine the influence of organizational ethical practices on the performance of the national bank of Kenya, to investigate how organizational resource control affects performance at the national bank of Kenya and to find out how organizational innovations affect performance at the national bank of Kenya. It was conducted within the national bank of Kenya by involving the head office and 9 branches in the coast region. The study was guided by the resources-based view (RBV) and Transformational leadership theories. The research employed a descriptive survey design. To actualize this, the researcher conducted a census using an interview guide to collect data from 18 senior managers at the national bank head office located at the National Bank Building Harambee Avenue, Nairobi. The study also used a self-administered questionnaire with predetermined responses requiring respondents to pick only one item per question. To ensure validity, the study questionnaire was pretested on 10 National Bank of Kenya Kiambu Branch. The questionnaire was then revised to correct areas of misunderstanding. The also study adopted the Cronbach alpha to determine the reliability of the study instrument the results which yielded a 0.7 correlation which is considered satisfactory. The tool was then administered to 36 branch management staff in the coast region (Malindi, Kilifi, Mtwapa, Nyali, Technical University of Mombasa, Bondeni, Changamwe, Nkrumah, and Ukunda). The study registered an 80% return rate which is acceptable for analysis. Analysis for the study data was done using frequencies, percentages, mean and standard deviation while the relationship between study variables was tested using bivariate correlation analysis and multiple linear regression analysis. The study analysis showed that strategy creation, human capital development, organizational ethical practices, organizational resource control and organizational innovations are statistically significant to organizational performance at ninety-five percent level of confidence. organizational ethical practices, organizational resource control, and organizational innovations. Based on the findings of this study it is recommended that National Bank of Kenya leadership should continuously scan the environment to be able to formulate strategies that will give the bank a competitive edge. This will make the bank more profitable and circumvent challenges brought about by changes in the business environment. The study also recommends that the organization should continuously develop its human capital to make the bank increase its performance in the market. It is also important for commercial banks to formulate and follow ethical guidelines as a strategy towards improving performance in the market. The study further recommends that organizational members should take an active role in strategy formulation and all organizational members should be updated on the strategic direction the organization seeks to take. Finally, the study recommends that NBK and other commercial banks should scan the market and develop more innovative products in order to attract and retain more customers.
Service Quality and Customer Satisfaction in the Banking Institutions in Machakos County, Kenya
(Kenyatta University, 2025-04) Kimweno, Jepkosgei Joyce
The banking sector is the biggest and most rapidly expanding segment within the service business. Customer satisfaction serves as a foundation for firms to enhance their connections with consumers, so enabling them to accomplish their long-term goals and create lasting success. The research seeks to establish connections between the current gaps in order to create a comprehensive and precise understanding of the quality of services and its impact on customer satisfaction in the banking sector of the Kenyan market. The objective of this study is to examine the impact of service quality aspects on customer satisfaction in Kenyan financial institutions. The objectives of this study aimed to assess various dimensions of service quality and customer satisfaction within commercial banks in Machakos County, Kenya. Specifically, the study sought to determine how reliability of service, assurance of service, tangibles of service, empathy in service delivery, and responsiveness affect customer satisfaction. The study used structured questionnaires to achieve its objective, the target respondents were the bank customers. The data was analysed using descriptive statistical analyses. The study comprehensively explored customer satisfaction in the banking sector across five critical dimensions of service quality: Reliability, Assurance, Tangibles, Empathy, and Responsiveness. Reliability emerged as crucial, influencing satisfaction through consistent service delivery and adherence to promised timelines. Assurance, characterized by transparent communication and privacy protection, significantly shaped customer perceptions. Tangibles, such as modern facilities and user-friendly interfaces, played a vital role in enhancing overall satisfaction by meeting evolving customer expectations. Empathy varied in impact but underscored the importance of personalized customer interactions, while responsiveness highlighted the need for banks to streamline processes to address customer inquiries promptly and efficiently. Recommendations include enhancing reliability, maintaining transparent communication, upgrading physical and digital facilities, fostering empathy in customer interactions, and optimizing responsiveness through technological advancements. Future research could further explore cultural influences, technological innovations, and regulatory impacts on service quality to refine banking practices and enhance customer satisfaction globally. The reliability and accuracy of the study were ensured through a pilot test for just a small sample of banking customers like the target population. In the pilots that were tested, the aim was to assess the class of the structured questionnaire and understand clarity, relevance, and comprehensiveness. After the pilot test, I made some minor adjustments to enhance the research instrument based on the feedback from the pilot test. A stratified random sampling design was used because the population was stratified by various commercial banks that operated in Machakos County. Each stratum was then randomly sampled to ensure representation and to decrease sampling bias. Expert evaluation of the resource was done to validate the research instruments through a question looking at questionnaire items to determine whether they correspond to the study objectives and whether banking professionals and academic supervisors did it.
Employee Engagement and Organisational Performance at Kenya Broadcasting Corporation Nairobi City County, Kenya
(Kenyatta University, 2025-03) Nyakiamo, Josephine Akeyo
Kenya Broadcasting Corporation has a rich history as a state-owned broadcaster that has played a significant role in Kenya's media landscape. However, it has faced various performance problems, including financial challenges, technological limitations, and competition from private broadcasters, editorial independence concerns, and management issues. These issues have not onlyaffected the quality of its programming but also its financial sustainability and public image. Addressing these issues is crucial for KBC to adapt to the changing media landscape and continue serving as a source of valuable information and entertainment for Kenyan population. Employee engagement has in recent years become a popular Human resource management concept that has been linked to improved performance, reduced turnover rates and enhancement of employee well-being which the basis of sustainable performance is. An engaged employee associates themselves with the organization, are aware of the organization’s framework, puts more effort in their work, share useful information with colleagues and are willing to work together to ensure organizational success. Employee engagement has been associated with addressing performance problems. This research examined the correlation between employee engagement and organizational performance at the Kenya Broadcasting Corporation in Nairobi City County, Kenya and objectively looked at the effect of employee vigour, employee dedication, and employee absorption on organisational performance at Kenya Broadcasting Corporation. The variables were guided by Social Exchange theory, Expectancy theory, Goal Setting theory and Self Determination theory. Descriptive Research design was used. The Kenya Broadcasting Corporation Nairobi County was the unit of analysis, while the members of staff working at the headquarters in Nairobi was the unit of observation. Using a simple random sampling, the respondents were selected from ICT, Radio, Television, Corporate planning, Administration, Finance, Research & Development, Marketing & Advertising, and Editorial departments. Collection of primary data was by questionnaire. Questionnaire validitywas tested through content validity and constructs validity methods. The reliability of the study indicator measures in the questionnaire was assessed using Cronbach’s alpha. A pilot of 18 respondents from Kenya Broadcasting Corporation was conducted through stratified random sampling. Descriptive analysis and inferential analysis methods were employed to analyse quantitative Data. Qualitative data analysis was through content analysis. Data was presentedin tables and figures. The study found that employee vigour, employee dedication and employee absorption had a positive significant influence on the organisational performance. The research concluded that an employee embodies a synthesis of energy and motivation, which seems to guarantee sustained employability. Committed workers may motivate their colleagues to pursue achievement, fostering a more efficient workplace. Employee absorption may enhance and refine corporate culture. The research recommends that organizational management should prioritize supporting workers and ensuring they have access to essential resources. Fostering commitment within a team may be achieved by understanding their interests and competencies. Autonomy and diversity may enhance employee engagement; hence, the HRM department within the organization can create employment roles that provide substantial autonomy and variation.
Employee Wellbeing Program and Organizational Performance at West Kenya Sugar Company in Bungoma County, Kenya
(Kenyatta University, 2025-05) Wabende, Jane
The West Kenya Sugar Company, a significant player in the sugar sector in Kenya has been encountering a variety of difficulties that have contributed to its subpar performance. The company is burdened with significant debt, which limits its ability to invest in necessary upgrades and expansions. Ineffective management strategies and lack of clear operational guidelines have resulted in misallocation of resources and reduced productivity. In this regard, this research aimed to examine the impact of employee wellness initiatives on organizational performance at West Kenya Sugar Company located in Bungoma County, Kenya. The study's specific aims were to evaluate how physical health, mental health, social wellbeing, and work-life balance impact organizational performance at West Kenya Sugar Company in Bungoma County, Kenya. The research was directed by resource-based theory and social support theory. A descriptive research approach was utilized in the study. The study focused on a target population of 53 employees. A method of census was employed. A semi-structured survey was employed in the research to gather primary data. Five people from Mumias Sugar Company participated in this particular pilot project. To ensure the questionnaire's validity, the research employed construct validity, criterion validity, and content validity. A Cronbach's alpha correlation analysis was conducted to evaluate the reliability of the questionnaire. The study aimed to gather both qualitative and quantitative data. Descriptive statistics focusing on central tendency measures like mean and standard deviation were utilized to analyze quantitative data, while thematic analysis was employed to explore qualitative data. Inferential statistics included correlation analysis and multiple regression analysis. Tables and figures were utilized to display the findings. The research demonstrated that physical health, mental health, social wellbeing, and work-life balance positively and significantly impacted the organizational performance of West Kenya Sugar Company in Bungoma County, Kenya. The study concludes that physical health is a significant determinant of employee productivity because healthy employees are generally more energetic, focused, and capable of performing their tasks efficiently. Employees with good mental health are better able to concentrate and stay focused on their tasks, leading to higher quality work and increased output. Social well being encourages open communication among team members, leading to better collaboration and the sharing of ideas. A balanced lifestyle allows employees to approach their tasks with a fresh perspective, leading to higher quality work and innovative solutions. The study recommends that the organization ought to establish thorough health and wellness initiatives that encompass fitness classes, health assessments, nutrition seminars, and mental health support. The organization ought to promote a climate where employees are comfortable sharing their ideas and worries. The organization should establish mentorship systems where employees can support each other, share experiences, and build relationships. The organization should allow employees to work from home or other locations so as to make them manage personal responsibilities more effectively.
Quality Management Practices and Performance of Selected Dairy Firms in Uasin Gishu County, Kenya
(Kenyatta University, 2025-06) Togom, Zephaniah Kipruto
Organizational performance in the dairy sector remains critical measure of firm success, incorporating both financial and non-financial dimensions such as profitability, market share, productivity, and customer satisfaction. Despite the presence of management teams, the performance of selected dairy firms in Uasin Gishu County has shown declining trend. This study sought to examine the influence of Quality Management practices on the performance of selected dairy firms. Specifically, the study focused on three key quality management practices: continuous improvement, customer focus, and top management commitment. The study was anchored on Resource-Based View Theory, Quality Improvement Theory, and Dynamic Capabilities Theory. A descriptive research design was adopted, targeting 134 employees from five selected dairy firms in Uasin Gishu County. Proportionate stratified and simple random sampling was used to select a sample of 103 respondents. Primary data was collected through structured questionnaires, and analyzed using SPSS to generate descriptive statistics, correlation, and regression outputs. The results revealed that continuous improvement, customer focus and top management commitment had statistically significant positive effect on the performance of dairy firms in Uasin Gishu County. The study observed ethical considerations such as informed consent, confidentiality, and voluntary participation. The findings underscore critical role of quality management practices in enhancing firm performance, with top management commitment emerging as the most influential factor. The study recommends that dairy firms should institutionalize quality management practices by embedding continuous training, customer feedback systems, and strategic leadership initiatives into their operational frameworks. Further research is suggested to explore other moderating variables and apply the model across other agricultural-based industries in Kenya.
Talent Management Practices and Service Delivery of Employees in Faith-Based Hospitals in Kiambu, Kenya.
(Kenyatta University, 2025-04) Thumbi, Veronicah Njambi
Most mission hospitals in Kiambu County have ineffective human resource management, which has led to almost little improvement in service delivery. There is still an emphasis on using more conventional approaches to patient care. The Kiambu County mission hospitals are severely underequipped in terms of both space and essential medical equipment. There is also an inadequate supply of medications. This has prevented the hospitals in Kiambu County from providing adequate treatment to their patients. This study's main goal is to learn how Mission Hospitals in Kiambu County, Kenya's personnel management strategies affect the quality of care its employees provide to patients. The goals of this study were to determine how talent attraction, development, retention, and career management affect Kenyan hospital service delivery; how talent retention, development, and career management affect Kenyan hospital service delivery; and how talent retention, development, and career management affect Kenyan hospital service delivery. The concepts of work engagement, talent-based theory, human capital, service quality, and organizational learning will all serve as a framework for this study. In this study, a descriptive research design was adopted. The research population for this study will consist of eleven mission hospitals located in Kiambu County. Data from fifteen hundred sixtysix patients from various Kiambu County mission hospitals will be evaluated. The sample consisted of 318 workers in total. The research employed a stratified sampling and proportionate sampling technique to determine the optimal overall sample size and proportional sample for each category. To guarantee that each participant had an equal chance to take part in the data collection, simple random sampling was employed. The study examined concept validity as well as content validity. The instrument's internal consistency was demonstrated with the use of Cronbach's Alpha Analysis, whose value need to be at least 0.7. Closed-ended questionnaires will be used in the study to collect data. The different mission hospitals provided the original data. Descriptive and inferential statistical analysis provided the empirical framework for the study. Numerous tables including different distributions, including frequency, mean, percentage, and standard deviation, were provided by the descriptive statistics. We looked at the relationships between the independent factors and the personnel management techniques employed by Mission hospitals using multiple linear regressions. These regressions determined each independent variable's influence.
Strategic Management Practices and Performance of Public Hospitals in Kisumu County, Kenya
(Kenyatta University, 2024-10) Mitenga, Otieno Peter
The public health sector in Kisumu County has had enormous challenges listing limited process to deal with pandemics like the COVID 19 and inefficacies necessitating urgent relook at the strategic management practices to improve performance. To respond to these issues, Kisumu County government has instituted strategic management practices before aimed at boosting overall achievement however high HIV rates remains above the national rates, doctor to patient ration is still a challenge, universal health coverage remains elusive, pandemics have revealed high levels of unpreparedness, alongside several blames for dismal performance in the past. The public health sector has been studied by various scholars especially on strategic planning and formation. However, limited studies have proved the potential of all the strategic management practices. The general objective of this research was to assess the effects strategic management practices has on organizational performance of public hospitals in Kisumu County, Kenya. With the specific objectives as evaluation of practice on strategic management intent; formulation, implementation and that on control has on the overall performance of the hospitals in Kisumu County in the republic of Kenya. Narrative reviews focused on theoretical, conceptual, and empirical foundations of the study area. The study was anchored on the Strategic Management Theory; supported by the theories of the Resource Based View Theory, Dynamic Capabilities Theory, and the Balance score Card Model. The study area covered twenty-three public hospitals in Kisumu county presently listed as those of either levels four or five by the county government of Kisumu. The research adopted a descriptive research survey design. The study covered all the 145 county top management staff from the listed twenty-three hospitals under these categories leading specific departments as respondents. They enlisted the medical superintendent, departments of medical administration, clinicians, nursing, laboratory, pharmacy, and the department of medical imaging across the facilities. The study used both open and closed ended questionnaires for primary data collection while documents reviews will support secondary data sources. The instrument’s validity and reliability were evaluated on pilot data targeting one of the facilities with similar leadership characteristics but not listed among the twenty-three studied. The data was subjected to empirical analysis with the aid SPSS, Atlas, open data kit collect and excel pivot tables and exports. This was because these systems support semi-structured, object-oriented, and functional programming. Frequencies, descriptive tables, and cross tabulation statistical data were therefore drawn for data sets presentation. The generated information would be published and shared with the county departments Health. The publication would be significant for providing solutions to the current underutilization of such services at the public health units at the county levels. The findings revealed that all the strategic management practices individually had statistically significant relationship with the overall performance of the public hospitals as follows: strategic ( β1 =0.050, sig. =09.4), strategy formulation (β2 = 0.094, sig. =0.07< 0.05), strategy implementation (β3 = -0.014,sig. 0.514) and control (β4 = 0.114, sig. 0.000 < 0.05). The study concluded that each practices individually and collectively influenced performance of levels four and five hospitals. The study recommends that the department of health adopts strategic management practices for superior performance.
Levels of Organizational Learning Strategies and Performance of Kenya Institute of Management in Nairobi City County, Kenya
(Kenyatta University, 2025) Teresiah Njeri Kigo
Organizational performance is a key parameter for institutions of higher learning and is a crucial basis for ranking them against global and local players. The institutions are continually being exposed to increased demands in enhancing their performance to produce excellent and compelling scholarly information and research as well as suitable graduates for the evolving job market. Organizational learning has proven to yield results in enabling firms adapt to change and improve on their productivity. This research was administered to assess the effect of organizational learning strategies at the different levels of learning on organizational performance with a focus on Kenya Institute of Management, which is a key player in the tertiary education in Kenya. The theories and models that directed the research were the knowledge-based theory, the organizational learning model, the balanced score card and the full range of leadership model. To undertake this research, a descriptive research design was utilized where performance was the dependent variable. The research’s independent variables were learning strategies at the individual level, learning strategies at the team level and learning strategies at the organizational level, which were combined to make up the organizational learning strategies variable. In addition, the research also examined whether organizational leadership moderated the effect of the predictor variables. The study population was 209 employees The sample size for the study was 50% of the target population (104 respondents). Stratified and simple random sampling techniques were used in the selection of the sample. Stratified sampling was used to select the sample from the various levels of employees and simple random sampling was used to select a sample from each of the category. The data for the research was gathered using structured questionnaires and were emailed to the participants of the research. The study results were modelled using multiple regression model for analysis. The research outcomes showed that learning strategies at the individual level had a favorably and substantially impacted organizational performance of KIM. Further, the research findings established that although the learning strategies at the team level positively influenced on performance, the effect was not substantial. The impact measured for learning strategies at the organizational level on the performance was negative and insignificant. Moreover, the research findings demonstrated that the prevalent style of leadership at KIM was transactional leadership style. The research outcomes illustrated that transactional leadership style significantly and negatively impacted performance of KIM. Further, the research findings showed that the leadership style did not moderate the impact of organizational learning strategies on the performance of KIM.
Strategy implementation practices and performance of Geothermal Development Company, Kenya
(Kenyatta University, 2025-05) Mibei, Geoffrey
Organizational performance; the dependent variable in this study refers to the dynamic and continuous efforts by an organization to achieve its goals efficiently and effectively using available resources. In the context of the geothermal energy sector, performance is measured through key indicators such as the number of wells drilled annually, cost savings per well, steam output, Megawatt electric (MWe) generation, revenue from steam sales, the number of geothermal fields explored and successfully drilled, and the number of experts trained in geothermal technologies. The Geothermal Development Company (GDC) has set an ambitious target to contribute 1,065 MWe of geothermal power to Kenya’s national grid by 2030. However, this goal is threatened by underperformance in critical areas including a slow drilling rate, limited geothermal exploration, poor revenue from steam sales, and inadequate internal capacity development. These challenges point to potential gaps in strategy implementation. To explore and address what is ailing GDC’s performance, this study investigates the influence of four independent variables: organizational culture, employee empowerment, organizational leadership, and organizational resources. These elements are examined within the framework of established theoretical models including the Resource-Based View (RBV), Human Capital Theory, the McKinsey 7S Model, and the Balanced Scorecard. A descriptive research design was applied to assess the impact of strategy implementation practices on GDC’s performance. The study targeted employees from five key departments across GDC locations in Nairobi, Nakuru, and Baringo, including a sample of three top management staff, twenty middle-level employees, and seventy-two supervisory and technical staff. Data was collected using a semistructured questionnaire, validated through a pilot test with 10% of the target population. The regression model showed statistical significance at a 95% confidence level (p ≤ 0.05), with an R-squared value indicating that 38.0% of the variability in organizational performance could be explained by the four independent variables. Descriptive statistics revealed average scores for organizational leadership (3.3435), organizational resources (3.5706), organizational culture (3.0656), and employee empowerment (2.4996). Inferential analysis identified organizational resources and employee empowerment as significant contributors to performance, while leadership and culture did not show a statistically significant effect. Ethical standards were upheld in accordance with Kenyatta University guidelines. Necessary approvals were obtained from NACOSTI and GDC, informed consent was sought from participants, and anonymity and confidentiality were strictly maintained throughout the data collection process. The study recommends strategic improvements in resource allocation—particularly in ICT and laboratory infrastructure—and enhanced employee empowerment through transparent, meritbased promotion and incentive systems. These insights are crucial for GDC’s management to refine their strategy implementation efforts and realize their geothermal development goals.

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