MST-Department of Business Administration

Permanent URI for this collection

https://repository.ku.ac.ke/handle/123456789/397

Browse

Now showing 1 - 20 of 2635

Business Format of Franchising and Performance of Sarova Hotels Limited in Kenya
(Kenyatta University, 2023-07) Wachira,Peninah Njeri
Abstract
Corporate Social Responsibility and Competitive Advantage of Insurance Firms in Nairobi City County, Kenya
(Kenyatta University, 2025-12) Onyango, Joshua Osuka
Insurance firms in Nairobi City County, Kenya have been characterized by low market penetration levels, poor customer responsiveness, inadequate product or service differentiation and dwindling market share, thus facing high competition threat that requires urgent and immediate strategic thinking. In spite of the empirical evidence on the significance of CSR as a strategic business practice, insurance firms in Nairobi County continue to experience competitive challenges due to their inability to leverage CSR in their operations. The impact of CSR on customer responsiveness, product differentiation, and market share remains uneven. This study examined the effect of corporate social responsibility on the competitive advantage of insurance firms in Nairobi City County, Kenya. The specific objectives included establishing the effect of economic, ethical, legal, and philanthropic responsibilities on the competitive advantage of insurance firms. The Caroll’s pyramid, competitive advantage, resource-based view, and agency theories informed this study. Descriptive research design and stratified sampling technique were used. The study targeted 56 insurance companies in Nairobi County where 168 heads of public relations, heads of sales and headquarters branch managers were the respondents. Data was collected using semi-structured questionnaire which was self-administered. Out of the 168 respondents, a sample frame of 117 managers and directors was determined using the Kothari (2004) formula. Using Statistical Package for the Social Sciences, descriptive analysis involved mean and standard deviation, whereas inferential statistics involved correlation and regression analyses. Pilot study was done on 10 insurance firms selected at random and 10 marketing managers were the respondnets. Using content validity index of 0.75 threshold, the first expert marked 15 out of 16 items as valid, resulting in a content validity index of 0.94, while the second expert rated 14 out of 16 items as valid, giving a content validity of 0.88. The Cronbach alpha threshold of 0.70 was used to assess the reliability of the research instrument where economic, ethical, legal and philanthropic responsibility recorded Cronbach alphas of 0.749, 0.772, 0.783, 0.796, and 0.827 respectively. Findings were presented in tables and discussions to draw conclusions and inferences. The study found that economic responsibility (β= 0.423; p= 0.000), ethical responsibility (β= 0.117; p= 0.030), legal responsibility (β= 0.233; p= 0.000), and philanthropic responsibility (β= 0.278; p= 0.000) had a significant positive effect on the competitive advantage of insurance firms. The study found that corporate social responsibility significantly affects the competitive advantage of insurance firms in Nairobi City County, Kenya (Adjusted R-square= 65.3%; p-value= 0.000). The study concluded that economic, ethical, legal, and philanthropic responsibilities have a great significant effect on the competitive advantage of insurance firms in Nairobi City County. To remain relevant and continue with their operations into the foreseeable future, these insurance firms need to implement structured corporate social responsibility initiatives to attract new customers, expand their market reach, and provide innovative, non-imitable products and services to meet the dynamic customer needs. To the insurance firms, the study recommends for the adequate adoption of corporate social responsibility initiatives to enhance their competitiveness. Future studies can target insurance firms in the entire country, Kenya to establish the adequacy of generalizability of this study findings.
Organisation Culture and Strategy Implementation Choices in the Ministry of East African Community and Regional Development, Nairobi City County, Kenya
(Kenyatta University, 2024-05) Mugo, Catherine Nyawira
Strategy implementation choices adopted by an organization determines the success of strategy implementation. Ministry of East African Community and Regional Development (2018) reports that it has faced various challenges in implementation of its strategies and as such has managed to implement 40% of its strategy plan. East African Community and Regional Development is characterized by low implementation of strategies and this could be attributed to the existing organization culture. The study sought to investigate effect of organization culture on strategy implementation choices in Ministry of East African Community and Regional Development. The study’s objectives were to investigate the effects of clan culture, adhocracy culture, market culture and hierarchy culture on strategy implementation choices in the Ministry of East African Community and Regional Development. The study was guided by Institutional theory, McKinsey 7S model and Schein’s model of organizational culture. The study adopted descriptive survey design. The target population was 78 employees in the Ministry of East African Community and Regional Development. Since target population was small, the study used a census approach. Primary data was gathered using structured questionnaires1and1key1informant1interviews. Pilot test was was conducted in the ministry of industrialization on eight employees. Reliability was tested by Cronbach’s alpha coefficients of 0.7 and above..Validity of the research instrument was tested by expert opinions. The structured questionnaire yielded quantitative data and the key1informant interviews yielded qualitative data. Content analysis was used to analyse qualitative data. Furthermore, descriptive and inferential statistics were employed for quantitative analysis of data. Descriptive statistics included means, frequencies, percentages and standard1deviation. The inferential statistics in this study comprised of regression and correlation analysis. The study found that clan culture had positive and significant effect on strategy implementation choices in the Ministry. The study also found that adhocracy culture positively and significantly affects strategy implementation choices in the Ministry of East African Community and Regional Development. The study concludes that a clan culture promotes a long-term perspective and a focus on organizational values and traditions. An adhocracy culture promotes collaboration and teamwork, as employees are encouraged to work together to solve problems and achieve common goals. A market culture promotes collaboration and teamwork. By encouraging open communication and knowledge sharing, the ministry can leverage the diverse skills and expertise of its employees. The hierarchical culture within the Ministry promotes a strong sense of authority and direction, which is crucial for successful strategy implementation. The study recommends that one approach to enhancing clan culture in the implementation of strategies within the Ministry of East African Community and Regional Development is through the promotion of inclusivity and diversity. To enhance the adhocracy culture, the Ministry should encourage employees to think outside the box and come up with innovative ideas. One of the first steps in enhancing the hierarchical culture is to establish clear communication channels within the ministry. This includes ensuring that information flows smoothly from top to bottom and vice versa. Regular meetings, newsletters, and other communication tools can be used to facilitate this process.
Strategic positioning and sustainable competitive Advantage at postal corporation of Kenya, Nairobi City County
(Kenyatta University, 2025-04) Nyamai, Roda Muthoni
Postal Corporation of Kenya (PCK) operates within a rapidly evolving business landscape shaped by technological advancements, changing consumer demands, and global disruptions such as the COVID-19 pandemic. It faced challenges, including the decline in traditional mail volumes, financial losses that limited infrastructure investment, outdated infrastructure leading to inefficiencies and frequent customer complaints, regulatory issues, and workforce losses. The primary objective of this research was to evaluate how strategic market placement tactics affected the enduring competitive edge of the Postal Corporation of Kenya (PCK) within Nairobi City County. Specifically, it examined three key positioning strategies: the effects of information and communication technology (ICT) integration, digital commerce, and mixed work arrangements on long-term competitive superiority. The study's theoretical foundation rested on the Competitive Advantage Theory, the Resource Based Perspective, the Adaptable Business Framework, and the Technology Adoption Paradigm. A descriptive survey methodology was utilized, with a focus on managerial personnel at PCK's central office in Nairobi City County. The total population was 61, and due to its limited size, a comprehensive census was conducted, making the sample identical to the entire population. Data was collected through both digital and paperbased surveys and analyzed using correlational and multivariate regression methods. A preliminary survey, involving six PCK central office employees, was carried out to ascertain the tool's accuracy and consistency. Content and surface validity were assessed, and internal reliability was measured, with outcomes benchmarked against the Cronbach's alpha standard of 0.7 for an optimal instrument. The acquired data was interpreted using both descriptive and inferential statistics, and results were presented via visuals, including graphs, diagrams, and tables. The outcomes demonstrated the significance of strategic market positioning in fostering durable competitive advantage. The researcher offered recommendations to PCK and other entities aiming to strengthen their market stance in the digital age, emphasizing the importance of informed positioning approaches for sustained longevity and relevance in contemporary markets. Ultimately, the study concluded that the incorporation of ICT, electronic trade, and flexible work structures significantly contributes to PCK's competitive advantage. ICT improves operational efficiency, e-commerce expands market reach, and hybrid work boosts productivity and cost management. While digital transformation is essential, challenges in e-commerce adoption persist. The study recommends investing in ICT infrastructure, expanding e-commerce capabilities, adopting innovative payment solutions, and optimizing hybrid work models to strengthen competitiveness and ensure long-term sustainability
Corporate governance and service delivery in Embu County Government, Kenya
(Kenyatta University, 2026-12) Kariuki, Edwin
Corporate governance plays an integral role in the service delivery of government entities, forming the foundation for transparency, accountability, and public trust. Effective governance in county governments is essential to address citizens' growing demands for quality services and responsible resource management. Despite the establishment of devolution in Kenya, service delivery challenges persist in many counties, including Embu County. Issues such as weak accountability structures, lack of transparency, and minimal public participation have hindered the practical enactment of county functions. Poor service delivery in Embu County, marked by governance lapses, corruption, and inefficiencies, indicates a gap in understanding how corporate governance principles, such as stakeholder inclusivity, transparency, public participation, and accountability, influence effective service delivery in the context of devolved governance. This study therefore sought to examine the effect of stakeholders’ transparency, inclusivity, public contribution, and accountability on service delivery. The theoretical basis for this research was anchored on SERVQUAL Model. The study was in addition underpinned by Agency Theory, Stewardship Theory, and Institutional Performance Theory, elaborating on variables of governance mechanisms, whereas Resource-Based Theory provides an outlook of various aspects of service delivery. A descriptive survey research design was applied, targeting 248 workers from Embu County from which a sample of 153 respondents was selected using a proportionate stratified and simple random sampling technique. Questionnaires were used to collect data. Cronbach's Alpha was used to guarantee reliability with threshold at alpha value of at least 0.7, and expert assessments was used to assess face construct validity and content. In order to assess the link between corporate governance factors and service delivery, quantitative data analysis was carried out using SPSS, utilizing descriptive and inferential techniques specifically regression analysis. The findings revealed that stakeholders' inclusivity, transparency, public participation, and accountability jointly explained 62.9% of the variation in service delivery in Embu County Government (Adjusted R² = 0.615). Regression analysis showed that stakeholders' inclusivity (β = 0.208, p = 0.020), transparency (β = 0.053, p = 0.007), public participation (β = 0.465, p = 0.000), and accountability (β = 0.164, p = 0.042) were all positively and significantly related to service delivery. Public participation had the largest effect on service delivery, highlighting its critical role in governance effectiveness. The study concludes that stakeholders’ inclusivity, transparency, public participation, and accountability significantly affect service delivery, with public participation having the most substantial impact. It was thus suggested that Embu County Government should improve corporate governance practices by institutionalizing structured public participation frameworks, improving financial transparency, and reinforcing stakeholder engagement mechanisms.
Non-monetary incentives and employees’ performance in the ministry of interior and national administration in Kajiado County, Kenya
(Kenyatta University, 2025-10) Kuria, Mary Wangui
Employee performance in the Ministry of Interior and National Administration (MINA) in Kajiado County remains low despite ongoing public sector reforms, as shown by limited task completion, low recognition, and minimal career advancement. This study aimed to examine the influence of non-monetary incentives on employee performance among National Government Administrative Officers (NGAOs). Specifically, it assessed the effects of mentorship, job enrichment, career progression, and recognition on performance. Guided by Herzberg’s Two-Factor, Expectancy, Equity, and Social Learning Theories, the study adopted a descriptive explanatory research design. Data were collected using structured questionnaires from 191 respondents after a pilot study in Nairobi County confirmed instrument reliability and validity. Data were analyzed and presented using descriptive statistics, Pearson correlation, and multiple regression in SPSS version 25 to test the relationships among variables. The study revealed that nonmonetary incentives significantly influence employee performance within the Ministry of Interior and National Administration in Kajiado County. Career advancement opportunities emerged as the strongest predictor (β=0.358, r=0.823), followed by mentorship (β=0.287, r=0.794), job enrichment (β=0.246, r=0.768), and recognition (β=0.213, r=0.751). All variables demonstrated statistically significant positive relationships with employee performance, confirming their collective importance in enhancing productivity and motivation among public service workers. The study concluded that non-monetary incentives are critical determinants of employee performance in public service organizations. Career advancement opportunities constitute the most powerful performance driver, while mentorship, job enrichment, and recognition practices significantly contribute to employee motivation and productivity. However, inconsistent implementation across departments and varying quality of support systems limit optimal effectiveness. Standardizing these practices, ensuring adequate resource allocation, and maintaining transparent, merit-based systems are essential for sustaining high performance standards organizationally. The study recommended that the Ministry should establish standardized frameworks for mentorship, job enrichment, career advancement, and recognition programs across all departments. Organizations should implement regular training for mentors and managers, ensure adequate resource allocation for challenging assignments, maintain transparent promotion criteria, and develop comprehensive recognition systems accommodating diverse employee preferences. Regular monitoring mechanisms, performance assessments, and feedback platforms should be established to evaluate program effectiveness and ensure consistent support provision.
Human Resource Management Practices and Employees Retention in Non-Governmental Organizations in Nairobi City County, Kenya
(Kenyatta University, 2025-11) Olweny, Odhiambo Fredrick
The main objective of this research was to study the effect of human resource management practices on employee’s retention within Non-Governmental Organizations in Nairobi County. Specifically, the research purposed to ascertain the influence of leadership style, work environment, and career development opportunities on employee retention. Additionally, the study sought to assess the role of job embeddedness as a mediator in the relationship between human resource management practices and the ability of NonGovernmental Organizations to retain employees. A good number of employees in NonGovernmental Organizations in Nairobi express a lack of intention to remain in their current work environments. In 2020, more than 30% of Non-Governmental Organizations employees in Nairobi expressed a desire to voluntary leave their employment. A rate that rose to 34% in 2021 according to reports. This observation was predominantly attributed to poor working environments, unfriendly organizational cultures, poor staffing practices, lack of motivating renumeration packages and operational methods. The theoretical foundations underpinning this study is drawn from one model and three theories, namely, the Mixed Model of employees Retention, Trait Theory, Hierarchy of Needs Theory, and Job Embeddedness Theory. They provided insight to understand employee’s retention. The study assumed an explanatory research design, targeting 201 Non-Governmental Organizations operating within Nairobi County. The research sample comprised of 69 Non-Governmental Organizations selected through stratified random sampling technique. This enabled the sample to be representative and accurate, ensuring that the distinct subgroups from the population were adequately and proportionally included. Fishers’ formula was used to get the 69 organizations. Semi-structured questionnaires were utilized, with pilot testing conducted on 7 Non-Governmental Organization employees who were subsequently excluded from the final study. Questionnaire validity was ensured through expert judgment and reliability was ensured through Cronbach's alpha testing with a threshold of 0.7. Data analysis involved coding and entry into Statistical Package for Social Sciences version 22, followed by descriptive statistics analysis to characterize the data, and logistic regression to assess variability associations of the variables under the research. The research established that leadership style, work environment and career development opportunities affected employee’s decision to stay or leave the organization. In addition, job embeddedness was observed to mediate the affiliation amongst human resource management practices and retention in Non-Governmental Organisations. Further, the study showed that job satisfaction moderates the connection amongst human resource management practices and retention of workers. The study determined that factors such as employee commitment, motivation, and work-life balance are key contributors to retention. However, many employees in Non-Governmental Organizations in Nairobi do not have adequate access to coaching and mentorship programmes, which could support their professional growth. It is recommended that managers adopt appropriate leadership styles, that integrate supportive work environments with career development opportunities to enhance employee retention
Human Resource Management Practices and Employees Retention in Non-Governmental Organizations in Nairobi City County, Kenya
(Kenyatta University, 2025-11) Olweny, Odhiambo Fredrick
The main objective of this research was to study the effect of human resource management practices on employee’s retention within Non-Governmental Organizations in Nairobi County. Specifically, the research purposed to ascertain the influence of leadership style, work environment, and career development opportunities on employee retention. Additionally, the study sought to assess the role of job embeddedness as a mediator in the relationship between human resource management practices and the ability of Non- Governmental Organizations to retain employees. A good number of employees in Non-Governmental Organizations in Nairobi express a lack of intention to remain in their current work environments. In 2020, more than 30% of Non-Governmental Organizations employees in Nairobi expressed a desire to voluntary leave their employment. A rate that rose to 34% in 2021 according to reports. This observation was predominantly attributed to poor working environments, unfriendly organizational cultures, poor staffing practices, lack of motivating renumeration packages and operational methods. The theoretical foundations underpinning this study is drawn from one model and three theories, namely, the Mixed Model of employees Retention, Trait Theory, Hierarchy of Needs Theory, and Job Embeddedness Theory. They provided insight to understand employee’s retention. The study assumed an explanatory research design, targeting 201 Non-Governmental Organizations operating within Nairobi County. The research sample comprised of 69 Non-Governmental Organizations selected through stratified random sampling technique. This enabled the sample to be representative and accurate, ensuring that the distinct subgroups from the population were adequately and proportionally included. Fishers’ formula was used to get the 69 organizations. Semi-structured questionnaires were utilized, with pilot testing conducted on 7 Non-Governmental Organization employees who were subsequently excluded from the final study. Questionnaire validity was ensured through expert judgment and reliability was ensured through Cronbach's alpha testing with a threshold of 0.7. Data analysis involved coding and entry into Statistical Package for Social Sciences version 22, followed by descriptive statistics analysis to characterize the data, and logistic regression to assess variability associations of the variables under the research. The research established that leadership style, work environment and career development opportunities affected employee’s decision to stay or leave the organization. In addition, job embeddedness was observed to mediate the affiliation amongst human resource management practices and retention in Non-Governmental Organisations. Further, the study showed that job satisfaction moderates the connection amongst human resource management practices and retention of workers. The study determined that factors such as employee commitment, motivation, and work-life balance are key contributors to retention. However, many employees in Non-Governmental Organizations in Nairobi do not have adequate access to coaching and mentorship programmes, which could support their professional growth. It is recommended that managers adopt appropriate leadership styles, that integrate supportive work environments with career development opportunities to enhance employee retention
Capital Structure and Profitability of Companies Listed at the Nairobi Securities Exchange, Kenya
(Kenyatta University, 2025-09) Mutiso, Samuel Mwongela
The primary goal of companies is to maximize shareholders’ wealth, and effective management of capital structure is crucial in achieving this objective. However, declining profitability trends, as measured by Return on Assets (ROA), have raised concerns about how companies listed on the Nairobi Securities Exchange (NSE) utilize debt and equity financing. Grounded in the Modigliani and Miller Theorem and Pecking Order Theory, this study examined the effect of capital structure on the profitability of non-financial firms listed on the NSE. The independent variables included the components of capital structure: equity, term loans, mortgage bonds, and times interest earned ratio, while profitability, measured by ROA, served as the dependent variable. The study adopted a survey research design using secondary quantitative data from all 63 listed non-financial companies over the study period. Data were collected from publicly available financial statements and analyzed using descriptive statistics and inferential regression analysis with SPSS version 28. Findings indicated that the listed companies demonstrated positive profitability with an average ROA of 8.1%. Equity financing (56.8%) had a significant positive effect on ROA (β = 0.072, p < 0.000), while term loans (24.2%) negatively affected profitability (β = -0.093, p < 0.000). The times interest earned ratio (average 3.765) positively influenced performance (β = 0.007, p < 0.000), whereas mortgage bonds (10.6%) had a non-significant effect. Overall, capital structure explained 35.5% of profitability variation, highlighting the influence of other factors beyond financing decisions. The study concluded that prioritizing equity financing enhances profitability by reducing financial risk, while excessive reliance on term loans can impair performance. Maintaining strong interest coverage improves financial health, and mortgage bonds have a marginal impact. Recommendations include establishing optimal equity-to-debt ratios, prudently managing term loans below 24.2%, improving interest coverage ratios above 3.765, diversifying financing instruments, and conducting regular reviews of capital structure to adapt to market conditions.
Risk Management Strategies and Performance of Selected Telecommunication Firms in Kenya
(Kenyatta University, 2025-12) Kivuva,Enock Kimongo
The performance of telecommunication firms is critical to Kenya's economy, marked by their role in connectivity, innovation, and financial inclusion. Nevertheless, their performance is frequently undermined by a multitude of risks, encompassing fraudulent activities, cyber threats, regulatory ambiguities, and infrastructural susceptibilities. These challenges underscore the imperative for comprehensive risk management frameworks to mitigate operational disruptions and optimize organizational outcomes. This study examined the interplay between risk management strategies specifically, revenue assurance protocols, anti-money laundering measures, business continuity planning, and risk transfer methodologies and the operational performance of Kenya’s telecommunications industry. The theoretical foundation of this research was anchored in Transaction Cost Economics Theory, Prospect Theory, Contingency Theory, Agency Theory, and the Resource-Based View Theory. Adopting a descriptive survey research design, this research sought to systematically gather and analyze data pertaining to individuals, corporate entities, operational environments, and prevailing phenomena. Data were collected from 154 respondents across Kenya’s three leading telecommunication providers Safaricom, Airtel Kenya, and Telkom Kenya using structured, self-administered questionnaires. A stratified sampling technique ensured broad representation across managerial levels. The data were analyzed using Statistical packages for Social Sciences (SPSS v27), applying both descriptive statistics and multiple regression analysis to examine the relationships between the identified risk strategies and organizational performance. The findings revealed that all four risk management strategies have positive and statistically significant effects on the performance of telecommunication firms. Revenue assurance emerged as the most influential predictor, indicating that robust financial monitoring and reconciliation systems substantially enhance profitability and operational control. Anti-Money Laundering practices were also significant, contributing to compliance, customer trust, and service integrity. Business continuity frameworks were found to strengthen resilience and reduce service disruptions, while risk transfer mechanisms such as insurance and strategic partnerships were shown to reduce exposure to adverse operational events and improve overall firm stability. The study concluded that an integrated approach to risk management is essential for enhancing organizational performance in Kenya’s telecommunications sector. It recommended that firms invest in advanced revenue assurance tools, automate Anti-Money Laundering systems, regularly update business continuity plans, and formalize risk-sharing arrangements. Moreover, regulators were encouraged to establish cross-sectoral guidelines that reflect the evolving financial and technological roles of telecom providers. This research provided critical insights for industry practitioners, policymakers, and scholars. It contributed to theory and practice by empirically demonstrating the value of strategic risk management in a high-risk, technology-driven industry
Employee Retention Strategies and Employee Turnover at Aga Khan Hospital in Nairobi City County, Kenya
(Kenyatta University, 2025-10) Kaimenyi,Ben Kithinji
The Aga Khan University Hospital has faced a notable level of staff turnover, as prominent recruitment agencies have successfully attracted their employees to pursue opportunities elsewhere. Those relocating to international destinations are offered appealing compensation packages, which include competitive salaries, generous allowances, prospects for career growth, and extensive support for relocating their families. This study aimed to investigate how employee retention strategies affect staff turnover at the Aga Khan Hospital in Nairobi City County, Kenya. The specific objectives included assessing the effects of employee recognition programs, work-life balance initiatives, career development opportunities, and competitive salary structures on staff turnover at the hospital. The research was guided by theories such as organizational equilibrium theory, social exchange theory, human capital theory, and equity theory. A descriptive research design was employed in the study. 795 participants from 12 different departments were the subject of this investigation. Stratified sampling was the technique used to choose participants. This indicates that a basic random procedure was used to select study participants. There were 266 respondents in the sample. Questionnaires were utilized in the study to collect data directly from the participants. To find out how effectively they work, the study carried out a pilot study involving 26 hospital employees. The study examined the content validity of the questionnaires to ensure their accuracy. The Cronbach's alpha correlation coefficient was 0.776 which determined that the questionnaire items were reliable. Descriptive statistics, such as mean and standard deviation, were used to analyze the data. Furthermore, the data was examined using inferential statistics, which applied multiple regression analysis approaches and concentrated on correlations between variables. Tables and graphs were used to display the results. The study found that competitive compensation strategies, professional development programs, work-life balance initiatives, and employee recognition strategies had a positive significant influence on employee turnover at Aga Khan Hospital in Nairobi City County, Kenya. The study concludes that an employee recognition program creates a productive workplace where staff members feel valued and acknowledged for their efforts. Because workers who feel their personal lives are valued are more likely to stick with their jobs, the work-life balance approach increases job satisfaction. Employees may envision their future inside the company thanks to the career development initiatives, which offer clear career tracks and chances for professional development and skill improvement. The competitive pay boosts employee morale and job satisfaction by giving workers a sense of worth and appreciation for their accomplishments. The study recommends that the hospital ought to create a structured program that routinely recognizes staff accomplishments. Flexible schedule alternatives, such remote work, shortened workweeks, or customizable hours, can help employees better balance their personal and professional obligations, which will improve job satisfaction and lower turnover. The hospital should concentrate on implementing these options. The current career development programs should be thoroughly examined by the hospital in order to find any weaknesses and potential areas for enhancement. The hospital should offer comprehensive benefit packages that may include health insurance, retirement plans, paid time off, and wellness initiatives, as well as carry out in-depth market research to evaluate pay trends in the healthcare industry.
Work-Life Balance Practices and Performance of Administration Police Officers in Kwale County, Kenya
(Kenyatta University, 2025-11) Ochieng’,Phinehas Odhiambo
Globally, governments have been making efforts to reform the Police force. In Kenya Administration Police Service, performance has continued to deteriorate day by day. The challenges causing this poor performance have not been sufficiently examined or comprehended, resulting in concerns about performance from the Administration Police Officers, who are vital in security matters. Different problems are impacting the performance of the administration police officers in Kwale County. These included inability to manage overworked administration police officers who are stressed due to scanty policy information on leave, absenteeism, poor service quality due to frequent transfers, lack of efficiency in handling their day-to-day activities. These scenarios could be cited as the root causes of poor police performance. This study sought to examine the effect of work life balance practices on performance of administration police officers in Kwale County Kenya. Specifically, the study established the effect of leave policies, flexible work schedules, staff assistance programs and job transfers on the performance of administration police officers in Kwale County, Kenya. The research was based on the Psychological Contract Theory, Spillover Theory, and Compensation Theory. It utilized a descriptive research framework. The chosen population included all 147 administration police officers from these ranks: Constable, Corporal, Sergeant, Senior Sergeant, Inspector, Chief Inspector, Assistant Superintendent of Police, Superintendent of Police, and Senior Superintendent of Police. The research took place in Msambweni, Matuga, Lungalunga, Kinango, Shimba Hills, and Samburu-Kwale sub counties within Kwale County. The research was a census since the target population is limited, and every officer was included in the sample. A structured survey was employed to gather data. A drop-off and pick-up approach was used to distribute the questionnaire to the participants. The tool underwent a preliminary assessment for reliability at a Cronbach Alpha threshold of 0.7. Content, construct, and face validity was additionally employed to evaluate the tool prior to its administration to the participants via a pilot study. The collected information was analyzed with SPSS Version 25. The collected information was structured, classified, and analyzed through descriptive and inferential statistics. A correlation and multiple regression analysis was done to evaluate the connection between Work-Life balance and the effectiveness of Administration Police Officers. The findings were presented in tables, charts, and a discussion format. The leave policy, job transfers, assistance programs and flexible work schedules were established to have a positive significant influence on the performance of Administration Police Officers in Kwale County, Kenya. The research concludes that leave policies provide administrative officers with the opportunity to rejuvenate and address personal matters, ultimately enhancing their productivity. Relocating officers with specific skills to various regions fosters innovative policing strategies or perspectives that positively impact society. The assistance programs including training and development programs, are designed to enhance the overall performance of police officers, enabling them to carry out their responsibilities more effectively as they gain skills and confidence. Flexible work schedules allow officers to actively participate in community events, fostering relationships with society members and enhancing the public's perception of the entire police force. The study recommends that Clear leave entitlements should be established for officers to easily access information on annual, sick, and special leave, provided through digital platforms or briefings. A comprehensive orientation program for officers at new stations should focus on local cultures, community issues, and member expectations to aid adaptation. Additionally, training should include modules on conflict management, communication techniques, and community engagement to better equip officers for successful interactions.
Total Quality Management Initiatives and Service Delivery in Non-Governmental Organizations in Garissa County, Kenya
(Kenyatta University, 2025-10) Osman, Khadija
Non-governmental organizations in Garissa County, Kenya, face multifaceted challenges in delivering services effectively and efficiently to their beneficiaries. Despite the growing emphasis on Total Quality Management as a means to enhance organizational performance and service delivery, there exists a dearth of empirical research investigating its influence within the Non-Governmental Organizations sector specifically in this region. Consequently, understanding the precise nature of these challenges and the extent to which Total Quality Management initiatives influence service delivery in Garissa County Non-Governmental Organizations is crucial for devising informed strategies to address them. The general objective of this study was to investigate the influence of total quality management initiatives and service delivery in NGOs in Garissa County, Kenya. The specific objectives were to ascertain the influence of leadership, customer focus, technology and staff training on service delivery in non-governmental organizations in Garissa County, Kenya. The research was dictated by the resource-based view theory, leadership contingency theory and human capital theory. The study was done through a descriptive research design. The target audience under research was 100 employees working with NGOs in Garissa County, Kenya. The study's sample size was determined through census where all the 100 employees were involved in the study. A semi-structured questionnaire was utilized in data gathering. A total of 10 people— being staff from NGOs in Wajir County which is adjacent to Garissa County were involved in the pilot study. Content validity, construct validity, and criteria validity were employed to gauge validity. Quantitative data was evaluated utilizing descriptive statistics such as means and standard deviation. Inferential statistics was analyzed using correlation analysis and multiple regression. The results were presented using frequency tables. The findings showed that total quality management elements of leadership, customer focus, technology and employee training positively influence service delivery in the NGOs in Garissa County. Multiple correlation analysis suggested that a positive and significant correlation between leadership, customer focus, technology and employee training and service delivery. The study concluded that leadership, customer focus, technology and employee training are important elements that influence service delivery by NGOs in Garissa County. The study recommended strengthening leadership, enhancing customer focus, establishing robust technology and increasing employee training as a way of further enhancing service delivery by NGOs in Garissa County. The study's beneficiaries include the local population, sponsors, employees of non-governmental organizations, and recipients of their services.
Innovation Capability and Service Quality in Serena Hotels, Kenya
(Kenyatta University, 2025-10) Ngigi, Glory Wangui
Service quality is the exchange whereby one person, organization, or set of organizations provides output to another; it is a non-ownership benefit. This interaction should be used with the purpose of attaining customer satisfaction. The purpose of this study was toevaluate the role of innovation capability on service quality in Serena Hotels, Kenya.The particular objectives were; to evaluate product innovation effecton service quality in Serena Hotels, Kenya; to analyze the market innovation’s effecton service quality in Serena Hotels, Kenya; and to establish the effect of process innovation on service quality in Serena Hotels, Kenya. The theories anchored on this study were; Servqual Model, Diffusion of Innovation Theory, Institutional theory and Stakeholder Theory of Management. The study adoptedexplanatory research design to analyze population of 590 staff selected from various chains across the country. Primary data was collected using survey questionnaire. To test the validity of the questionnaire, content and construct validity were tested. The analysis was conducted quantitatively using inferential and descriptive statistics, specifically through a linear regression model, to examine the relationship between the variables. The study results revealed an existence of a strong positive correlation linking product innovation and service quality. Study results also revealed that market innovation positively and moderately influenced on service quality. However, study findings an existence of a negative and moderate correlation linking process innovation to service quality. The research suggests that to enhance service quality at Serena Hotels in Kenya, the organization should prioritize greater investment in product innovation. Additionally, it is advised that the company place a stronger emphasis on cultivating robust relationships with its customers. The study further recommends refining administrative procedures and developing forward thinking product innovation strategies to enhance employee expertise and organizational performance.
Relationship Marketing Strategies and Performance of Microfinance Institutions in Nairobi City County, Kenya
(Kenyatta University, 2025-10) Rotich, Festus Kiprono
Micro-financing institutions play a key role in enhancing a country’s economic growth and also in assisting the country work toward achieving vision 2030. In spite of the great role that micro finance institutions play, they have been facing performance challenges such as reduced market share, reduced dividends pay-out, employee dissatisfaction and customer dissatisfaction. The study was designed to assess how relationship marketing strategies affect the performance of microfinance institutions in Nairobi City County, Kenya. Its particular objectives included to evaluate the influence of trust, communication, cooperation, and complaint management on performance of these institutions in Nairobi City County. This study was based on five theories: commitment-trust theory, relationship marketing theory, stakeholder theory, balanced scorecard model and social exchange theory. The study utilized both explanatory and descriptive research designs. Its target population consisted of 172 staff members from 43 deposit-taking microfinance institutions situated in Nairobi County. The primary focus of analysis was on microfinance institutions within Nairobi City County, with the observation unit being four senior staff members from each institution who are knowledgeable about relationship marketing. Data was gathered using a semi-structured questionnaire, utilizing the drop and pick later method. Prior to starting the primary data collection process, a feasibility study was carried out in Nakuru town to assess the validity and reliability of the questionnaire. Content and construct validity was ensured while Cronbach Alpha was employed for testing reliability and the cut-off point of 0.7 was considered. All qualitative and quantitative data was systematically gathered for the purposes of the study. Qualitative data analysis was performed by use of content analysis and displayed through themes and narratives. The study employed both descriptive and inferential statistics to analyze quantitative data. Its results were illustrated with visual representations, including tables, charts, and graphs. The results depicted a statistically significant relation between trust (β = .245, Sig. = .031
Strategic Innovation and Non-Financial Performance at Equity Bank, Nairobi City County, Kenya
(Kenyatta University, 2025-10) Tharamba, Faith Kendi
Non-financial performance indicators have become crucial in assessing organizational performance. They are superior indicators of the future success of an organization thus guiding managers in decision making. The motive of the research was to examine the effect of strategic innovation strategies on the non-financial performance at Equity Bank, Nairobi County, Kenya. The specific objective was to ascertain how Equity Bank's non-financial performance in Nairobi County, Kenya, was affected by its process, product, market, and organizational innovation strategies. The diffusion theory, balanced scorecard model, Schumpeter's theory, and the resource-based view theory were the key guiding theories. A case study design was adopted. The 52 Equity Bank Branches in Nairobi County were included. A census was conducted whereby two respondents from each branch were targeted that is the two top level managers at the branch level resulting to a total of 104 respondents. But just 92 participants took part in the research. A hybrid questionnaire for data collection was used. To ensure its reliability and validity, a pretest was done involving 5 respondents. According to Mugenda & Mugenda (2003), a pre-test sample should range from 1% to 10% of the entire population which justifies the inclusion of 5 respondents in the pilot study. Inferential and descriptive statistics were deployed. Additionally, SPSS facilitated interpretation of the information gathered and presentation of results done in statistical measures. Equity Bank Kenya's product innovation strategies, such as mobile loans and the Equity app, received strong positive feedback, with high agreement (mean 4.24–4.63) on improving customer accessibility, satisfaction, and employee performance. Process innovations like online banking significantly enhanced efficiency (mean 4.45–4.70), though automated customer service scored lower (mean 3.57). Market innovation strategies, including personalized campaigns, were well-received (mean 4.45–4.70), but loyalty programs lagged (mean 3.29–3.43). On the other hand, organizational innovations like decentralized decision-making showed mixed results (mean 3.15–3.98), with risk management systems scoring moderately (mean 3.65). Innovation strategies collectively boosted non-financial outcomes, with high agreement on improved customer satisfaction (mean 4.68), employee satisfaction (mean 4.58), and customer growth (mean 4.47), but response time improvements were less consistent (mean 3.83). Apart from the descriptive statistics, the inferential statistics results were presented through the F-test and T-test. According to the F-test findings, there was a statistically insignificant connection between Equity Bank's non-financial performance and strategic innovation. The T-test results further confirmed that the product innovation strategy had a adverse and statistically insignificant connection with Equity Bank's non-financial performance. Market innovation strategy also had a negative and statistically insignificant connection with non-financial performance. Additionally, organizational innovation strategy had a positive and statistically insignificant association with non-financial performance. Nonetheless, there was a statistically significant and favorable connection between Equity Bank's non-financial performance and process innovation. The findings imply that adopting process innovation strategies such as online banking and automated customer service helped improve Equity Bank's performance. Therefore, Equity Bank should prioritize process innovation strategies over product, market, or organizational innovations to improve its non-financial performance. Policymakers should support the implementation of Internet banking and improve online banking to enhance transaction efficiency. According to the study results, banks should encourage self service in online banking platforms since it leads to improved customer satisfaction. Moreover, automated customer services should be utilized in banks to ease the workload of employees since they improve performance.
Strategic Collaboration and Organizational Performance of Kalobeyei Integrated Social and Economic Development Program in Kakuma Refugee Camp, Turkana County, Kenya
(Kenyatta University, 2025-06) Wachira, Antony Gachiri
The Kalobeyei Settlement Program (KISEDP) was established in 2015 through a collaborative effort involving the government of Kenya, the World Bank, the Turkana County government, and the United Nations High Commissioner for Refugees (UNHCR). This initiative emerged from the long-standing challenge of hosting and supporting refugees for over two decades without significant economic and infrastructural development or progress in refugee self-reliance. The program aimed to enhance refugee self-reliance, improve their livelihoods, and foster greater interaction with the host community to promote social cohesion. Located just 3.5 kilometers from the Kakuma refugee camps in Turkana County, the Kalobeyei Settlement began accepting refugees in 2016 and currently accommodates approximately 38,000 individuals.The main objective of this study was to determine the impact of strategic collaboration on the organizational performance of the Kalobeyei Integrated Social and Economic Development Program in Kakuma Refugee Camp, Kenya. Specific objectives included assessing the effects of the legal system and policy, resource mobilization, stakeholder engagements, and community participation on the program's performance. This study was guided by empowerment theory, contingency theory, resource-based view, and social capital theory.A descriptive research design was utilized. The target population comprised UNHCR, the national government through the Department of Refugee Services (DRS), the Turkana County Government, implementing partners representatives, and the nyumba kumi leaders residing in the Kalobeyei Settlement. Census sampling was utilized to select the research participants. The study sample comprised 1 head of the Department of Refugee Services (DRS), 1 county government representative, 14 implementing and operational partners representatives, and 186 Nyumba Kumi Leaders in Kalobeyei, totaling 202 respondents. Data was gathered using structured questionnaires, which were piloted with 20 respondents from Kakuma refugee camp. Content validity was ensured through expert review, and Cronbach's alpha was utilized to measure the research instrument's internal consistency, with all variables achieving reliability coefficients above 0.7. Data analysis was conducted using descriptive statistics, including mean and standard deviation, along with multiple linear regression to examine relationships between variables.The study achieved a response rate of 86.6%. The findings revealed that strategic collaboration significantly influenced organizational performance, explaining 61.3% of the variance (R² = 0.613). Resource mobilization emerged as the strongest predictor of organizational performance (β = 0.312, p < 0.05), followed by stakeholder engagement (β = 0.298, p < 0.05), legal systems and policies (β = 0.284, p < 0.05), and community participation (β = 0.267, p < 0.05). All components of strategic collaboration showed significant positive relationships with organizational performance. The study found strong agreement among respondents regarding the effectiveness of legal frameworks (mean = 3.92), stakeholder engagement (mean = 4.02), and community participation (mean = 3.88) in enhancing program performance.The study concluded that strategic collaboration is fundamental to enhancing organizational performance in refugee settlement programs. Legal systems and policies provide essential frameworks for effective program implementation, while resource mobilization ensures program sustainability and service delivery quality. Stakeholder engagement and community participation foster program ownership and long-term sustainability. The study recommended that KISEDP management should prioritize diversifying funding sources, strengthening stakeholder engagement mechanisms, and enhancing community participation frameworks.
Strategic Drivers and Performance of Small and Medium Enterprises in Juba, South Sudan
(Kenyatta University, 2025-08) Nop Nyaruot Kur Yay
The development of Small Medium Enterprises is regarded as a mechanism for economic resilience in times of national crises. SMEs are progressively gaining importance in impoverished and developing nations. SMEs serve as the fundamental support of the economy in Juba, South Sudan. They are a vital source of new employment opportunities, significantly contribute to income generation, alleviate poverty by enhancing job prospects in rural regions, and are acknowledged as a driving force behind economic growth and development. The discourse surrounding the impact of strategic drivers on the performance of SMEs continues to evolve. Subsequently, the research key objective was to ascertain the extent to which these strategic drivers influence the performance of SMEs in Juba, South Sudan. The specific objectives were, to ascertain the impact of product innovation, to evaluate the influence of information technology, to assess the influence of human capital and to assess the influence of financial resources on the performance of SMEs in Juba, South Sudan The research utilized a descriptive design methodology. Diffusion of innovation, technology acceptance, human capital, and the resource-based view offered profound insights into the dynamics of technological adoption and organizational strategy. The approach employed was descriptive research. The study focused on a target group of 15,000 SMEs. The primary data was gathered via questionnaires. The integrity and consistency of the data collection instrument was assured. Descriptive statistics was utilized with the assistance of the SPSS. Inferential statistics was employed to elucidate the connection between variables. The qualitative data collected through the open-ended questions was subjected to content analysis for thorough examination. The study found that product innovation, information technology, human capital and financial resources influence the performance of SMEs in Juba, South Sudan. The study concluded that strategic drivers had a favorable and statistically considerable effect on the performance of SMEs in Juba, South Sudan. Strategic drivers significantly influenced the performance of SMEs in Juba, South Sudan. The study concluded that a unit increase in strategic drivers will lead to an increase in performance of SMEs in Juba, South Sudan. The study recommends that Firms should embrace change to improve product design, market share, and capacity. They should use cutting-edge tools and methods to boost corporate efficiency. Businesses should frequently adjust their advertising strategy to increase profitability and improve external interactions to increase market share. Business operations should use management information systems. This improves service delivery efficiency and lowers costs. Management information systems can also speed up service delivery. To reduce turnover, firms should pay well. They should staff enough for the workload. Employees should be knowledgeable and have good communication abilities. Organizational staff should be problem-solvers and decision makers. Firms should have enough external money for annual operations and share sales. Firms should always have funds for various activities. Firms need enough money to buy physical assets and pay employees.
Organizational Agility and Service Delivery in Deposit-Taking Savings and Credit Cooperative Societies in Nairobi City County, Kenya
(Kenyatta University, 2025-10) Muli, Alice Mwikali
Deposit-taking savings and credit cooperatives have progressed from only mobilizing deposits and extending loans to becoming recognized institutions that offer banking services to their clientele. According to the regulatory authority of Sacco societies, the industry has encountered financial difficulties, resulting in the closure of some entities or the issuance of operating licenses under stringent conditions. Organizational agility is a relatively novel concept for addressing changes and revolutionary factors. It can indeed be utilized to enhance the engineering competitiveness of organizations. This study aimed at looking at organizational agility and service delivery in DTSACCOs in Nairobi City County, Kenya. The precise goals were to ascertain the effect of organizational readiness to change, to ascertain the effect of agility enabler, to assess the effect of responsiveness and to investigate the effect of agility practice on service delivery in DT-SACCOs in Nairobi City County, Kenya. The research was dictated by, Lewin’s theory of change, dynamic capability theory, RBV theory and contingency theory. The research utilized a descriptive research design. The research target audience was obtained from the SACCOs with head offices in Nairobi City County. The research employed questionnaires to gather source data. The data gathering tool underwent validation and reliability testing. The data analysis employed both descriptive and inferential statistics. The study found that organizational readiness to change, agility enabler, and responsiveness and agility practice affected service delivery in DT-SACCOs in Nairobi City County, Kenya. Organizational readiness to change, agility enabler, responsiveness and agility practice were significantly correlated with service delivery in DT-SACCOs in Nairobi City County, Kenya. The report recommends that organizations to commit to organizational reform. They should also communicate the necessity of change to their personnel so they will work hard to implement it. Proper knowledge about planned changes helps employees have a positive and proactive attitude toward change and handle change-related problems. SACCOs should make complex organizational changes together and prove their need. Staff at SACCOs should be trained to handle change. They need the correct technology and a flexible organizational structure to handle change. Firms should have teams to handle change, and employees' daily technology should make them happy and fit their professional duties. Employees should grasp how technology affects their careers. Market, consumer, and business environment changes should be addressed rapidly by SACCOs. All SACCO staff should understand the need for change. They should engage staff in two way dialogue. SACCOs should adapt and be robust to change. The SACCOs should have explicit change strategies. To facilitate change, they should share feedback, resources, and knowledge with all employees. Innovative change implementation and thinking should be rewarded in SACCOs.
Strategic Planning and Performance of Non-Governmental Organizations in South Sudan
(Kenyatta University, 2025-11) Bungu, Brenda Mujja
The influence of non-governmental organizations on societal change is widely recognized. Their role becomes even more critical in nations experiencing political instability. To effectively fulfill its mission and attain desired outcomes, an organization must engage in strategic planning. This process primarily serves to steer and manage operations by thoroughly analyzing the obstacles and dynamics within both the internal and external contexts. This will lead to extremely efficient organizational management. Nonprofits operating in South Sudan are devoid of early warning systems, conflict resolution skills, and a wealth of data on the circumstances that can lead to violence. Examining how strategic planning affects the operational efficacy of NGOs in South Sudan is the main goal of this study. The study specifically intends to investigate how resource distribution, managerial decisions, and stakeholder engagement, strategic direction, and organizational performance interrelate within the NGO context in South Sudan. A descriptive research approach was adopted to provide insights into the patterns and attributes of the selected variables. The intended population for this study comprises senior personnel working within the operations, finance, human resources, policy, and program divisions. Additionally, a preliminary survey will be administered to 12 participants drawn from two NGOs located in Juba, accounting for 10% of the proposed sample. The pilot test ensures the clarity and effectiveness of research instruments, identifying ambiguities that could affect respondent comprehension. It evaluates instrument validity and reliability, refining research protocols, sample recruitment strategies, and data collection tools. Validity is confirmed through expert review and test-retest procedures, ensuring accurate measurement of study variables. Reliability is assessed using pre-testing, where the pilot units represent one-tenth of the sample size. The Cronbach Coefficient will validate the reliability of the instruments, with a benchmark of 0.7 for acceptable dependability. The pilot study aids in refining the research design, ensuring suitability, and enhancing accuracy before the full-scale investigation begins. This research obtained information from senior personnel working in departments such as operations, finance, human resources, policy, and program management. The study relied exclusively on primary data, which was collected through structured questionnaires administered to selected Non-Governmental Organizations, along with targeted interviews focusing on key performance indicators. Given the hybrid nature of the data, a combination of statistical techniques and thematic analysis was employed. Thematic analysis facilitated the comparison and synthesis of participant responses in alignment with the study’s objectives. Quantitative findings were systematically organized using charts and tables, consistent with the underlying research hypotheses. Each visual representation was preceded by a descriptive overview, followed by the researcher’s analytical commentary or subjective interpretation. The results showed that while management choices (p = 0.552) do not significantly affect an organization's performance, stakeholder involvement (p = 0.00), resource allocation (p = 0.033), and direction setting (p = 0.002) do. To achieve and sustain the intended performance levels, it was advised that NGOs maximize their strategic planning options.

Browse

Recent Submissions