RP-Department of Business Administration

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E-banking Strategies and Growth of Selected Commercial Banks in Nairobi City County, Kenya
(EdinBurg, 2024) Muthimi, janet; Mwele,Benjamin Mutua
Purpose:The growth ofKenyan commercial banks has been sluggish despite the widespread adoption of the latest trends. This delayed progress can be attributed to the uncertainty surrounding the outcomes of the devised e-banking strategies by management.The growth of commercial banks in Nairobi City County, Kenya has been significantly affected by the rate of adoption of technology, which is one of the latest trends in banking. A majority of the clients of commercial banks in Kenya have been hesitant to embrace the new trends in form of online banking in preference for traditional banking as a result of a lack of trust. In addition, there have been also some challenges in Point of Sale (POS) systems, e-banking transfers, virtual assistants, and chatbots.This research aimedto investigate the impact of e-banking strategies on the growth ofselectedcommercial banksin Nairobi City County, Kenya. Methodology:To achieve the study's objectives, a descriptive research design wasemployed. The target population comprised managers of commercial banks responsible for strategy implementation. The sample includedDigital Banking Managers, Operational Managers, IT Managers, Customer Relations Managers, Finance Managers, and Business Development Managers, totaling54 respondents.Before data collection, a pilot study was carried outto assess the feasibility of the research. Additionally, validity and reliability tests werecarried out to ensure the research instrument accurately measures its intended variables. Data was collected through a combination of closed and open-ended questionnaires, administered via drop-and-pick methods. Subsequently, the collected data wasanalyzed through descriptive analysis.Results:The study found that e-banking strategies, including SMS banking, POS systems, Electronic Bank Transfers, and virtual assistants/chatbots, significantly impact the growth of commercial banks in Kenya, despite challenges such as unread messages and interoperability issues. Conclusion:It was concluded that banks should address usability concerns, strengthen security measures, and prioritize user-centric designto maximize benefits. Recommendations include enhancing SMS banking usabilityof commercial banks, improving transaction security, and investing in technological innovations for operational efficiencyand competitiveness
Employees’ Performance in Selected Public Universities in Kenya: The Paradoxical Effects of the Leadership Styles
(INTERNATIONAL JOURNAL OF ACADEMIC RESEARCH IN BUSINESS AND SOCIAL SCIENCES, 2024) Muathe, Stephen Makau; Ngigi, Esther Wanjiku
public universities in Kenya face significant challenges in managing a diverse workforce. These challenges include aligning diversity practices with organizational goals, managing ethnic and cultural differences, and addressing generational and age differences. Understanding the impact of leadership styles on employee performance is crucial for improving organizational effectiveness. This research investigated the effect of various leadership styles on employee performance in selected public universities in Kenya, focusing on democratic, autocratic, transformational, and transactional leadership styles. The research was based on the Resource-Based View (RBV) theory, human capital theory, and contingency theory. A descriptive research design was employed, targeting four public universities with a total workforce of 7027 non-academic staff. However, a sample of 378 non-academic staff was selected using stratified and simple random sampling techniques. Data was collected using questionnaires and analyzed using mean and standard deviation for descriptive statistics, and multiple regression and correlation analysis for inferential statistics. The findings indicated that all four leadership styles positively and significantly influenced employee performance in the selected public universities. Specifically, democratic leadership was found to foster a culture of creativity and flexibility, allowing for the adaptation of innovative ideas and changes. Autocratic leadership was effective in situations requiring high expertise and understanding. Transformational leadership improved employee engagement, productivity, and goal achievement. Transactional leadership promoted fairness, as feedback was based on objective measures rather than subjective judgments. The study concluded that different leadership styles have distinct impacts on employee performance. Democratic leaders should encourage active participation, ensuring all team members feel comfortable with the process. Caution is advised when using autocratic leadership to avoid diminishing worker well-being. Transformational leaders can motivate employees through both external incentives and
Value-based Leadership Strategies and Performance of the County Government of Kiambu in Kenya
(IJARKE, 2024) Chege, Godfrey Hinga; Kimencu, Linda
Value-based leadership practices played a key role in the majority of the best-performing counties in Kenya. Despite the significance of value-based leadership, its effect on the performance of county governments was not clear due to a scarcity of empirical literature. The research aimed to determine how the performance of the County Government of Kiambu was affected by value-based leadership. Cross-sectional survey designs that were both explanatory and descriptive were employed. A sample of 80 respondents was used. To achieve a representative sample, the study used stratified random sampling for the counties. The study’s data collection made use of both closed-ended and open-ended questionnaires. Descriptive statistics included mean, frequencies, and standard deviation. Inferential statistics included regression and correlation analysis. The study used regression models for testing the association amongst the variables of the study. The study found that there were generally positive perceptions with some variability, particularly in the board’s allowance for employees to attend duties without prejudice. The findings reveal a generally positive perception across various aspects of leadership within the organization. While respondents believe in fair treatment, there’s room for improvement in the board’s communication. The positive perceptions of consensus orientation, innovative leadership, inclusiveness, and leadership communication contribute to a favorable organizational climate. The following recommendations were suggested; strengthen board communication and implement training programs on consensus orientation and fair treatment, encourage continuous innovation initiatives, provide training for employees on innovative platforms, develop stakeholder engagement programs, provide continuous communication training for leaders and establish regular feedback mechanisms
Risk-taking, Leadership, Innovation and Networking as Entrepreneurial Competencies of Growth of Micro and Small Enterprises in Nairobi City County in Kenya
(IOSR, 2023-11) Owino, Phynlee Otieno; Namusonge, Mary
Micro and small enterprises play a crucial role in the economies of various nations around the world. However, they are constantly threatened by failure and the vast majority do not grow into large corporations. As a result, entrepreneurs are constantly challenged to use assets of skills to succeed in their entrepreneurs' ventures. The research sought to examine the effect of Risk-Taking, Leadership, Innovation and Networking on the growth of micro and Small Enterprises in Nairobi City County. Profit maximization theory, Schumpeter Innovation theory of profit, and Social networking theory served as the foundation for the study. The study employed a descriptive research design on a population of 1552 micro and small enterprises in Nairobi City County, with 318 respondents serving as the sample. Closed-ended, standardized questionnaires were used to collect the data, and descriptive and inferential statistics were used to analyze the data collected. The results showed that entrepreneurial competencies (risk-taking, leadership, innovation and networking) of the MSEs/managers (entrepreneurs) have a significant and positive influence on the growth of MSEs in Nairobi City County, thus improving their probabilities of growth. The research thus recommends the MSEs, through their strategic management, to embrace the four entrepreneurial competencies (risk-taking, leadership, innovation and networking) to enhance their growth and gain a competitive edge.
Strategic Agility and Performance of Private Universities in Nairobi City County, Kenya
(Strategic Journals, 2024-08) Ndirangu, Lilian Waithera; Kiiru, David
The intent of this research was to examine the impact of strategic agility on the performance of private universities in Nairobi City County, Kenya. Specifically the research sought to investigate the impact of human resource agility, information technology agility, research and development agility as well as marketing agility on the performance. The study theoretical foundation is dynamic capability theory, resource based view theory contingency theory and ambidexterity theory. The research employed a descriptive research design and data was gathered through the use of questionnaires that were distrubuted to a total of 104 respondents that was chosen from a target population of 26 private universities. Inferential and descriptive analysis was carried out. Data was analyzed using multiple regression analysis and findings were displayed through charts and tables. The study's results reveal that human resource agility, information and technology agility, research and development agility and marketing agility had a significant positive influence on the performance of private universities in Nairobi City County, Kenya. The research concludes that a flexible approach to managing human resources helps universities quickly adjust to changes in education. Information and technology agility enables these institutions to streamline their operations. Research and development flexibility is crucial for private universities in Nairobi, Kenya and helps them adapt to market demands and technological advancements. The research recommends that Universities should focus on investing in continuous training and development programs for staff members can help them stay updated with the latest trends and technologies in the education sector. Universities should seek for the implementation of advanced technology systems. Universities should focus on investing in state-of-the-art facilities and equipment that enable researchers to conduct cutting-edge studies and experiments. The private universities in Nairobi City County should invest in digital marketing techniques.
Financial Risk Management and Financial Performance of Investment Firms Listed at Nairobi Securities Exchange, Kenya
(ijsrp, 2023-08) Mwalolo, Sylvia Chiru; Omagwa, Job; Kimutai, Caroline
Financial performance is a crucial aspect for investment firms as it reflects their overall stability and communicates their financial well-being to investors. Some investment firms in Kenya are currently experiencing a decline in financial performance. This study focused on four dimensions of financial risk management (interest rate risk, exchange rate risk, inflation rate risk, and liquidity risk) to examine the effectiveness of risk management strategies in enhancing financial performance. The study equally assessed the moderating effect of firm size. Primary and secondary data sources were utilized, with a sample size of 40 respondents selected from the five listed investment firms. Data collection spanned eight years from 2014 to 2021. Multiple regression analysis, descriptive statistics, and diagnostic tests were employed. The study found that effective management of interest rate risk, exchange rate risk, inflation rate risk, and liquidity risk significantly affect financial performance. Additionally, firm size was found to moderate the relationship on financial performance. The study imparts valuable understandings regarding the significance of strategies for managing financial risks within investment firms. The study recommends management support for managing exchange rate risk through strategies like currency invoicing, leading and lagging, and exposure netting. It suggests the use of appropriate financial instruments such as forward rate agreements and options, as well as maintaining a diverse bond portfolio, to improve the management of interest rate risk. Effective liquidity risk management, including techniques such as cash flow forecasting and optimizing net working capital, is also highlighted. Managing inflation rate risk requires portfolio adjustment techniques, necessary spending adjustments, and continuous monitoring of changing inflation dynamics. Furthermore, the study recommends that policymakers in Kenya encourage investment firms to provide comprehensive risk disclosures in their financial reports. By implementing these recommendations, investment firms can enhance their financial performance and strengthen their risk management practices.
Workplace Diversity and Employee Performance of Private Universities in Nairobi County – Kenya
(IJARKE, 2023-04) Kaltuma, Ibrein Ibrahim; Muli, Jedidah
The poor employee performance attributed to the closure of five private universities in Kenya between 2015 and 2022, has severely affected the Kenyan educational system. This has led to the closure of these universities with hundreds of staff members rendered jobless and thousands of students been forced to relocate to other institutions. This has raised concerns over the standard of education in Kenya. Therefore, this study aims to examine the effects of workforce diversity on employees’ performance among private universities in Nairobi County. Of reference, this investigation evaluated age diversity, religion diversity, and gender diversity and education diversity effects on employee performance of private universities in Nairobi County, Kenya. Social identity theory, equity theory, pluralism theory and ability, motivation and opportunity theory are the survey’s anchored propositions. The findings of the study were based on descriptive and inferential analyses using correlation and regression analyses. The output of the survey unveiled a positively effect of age and religion diversities but insignificant on the performance of the employees. A negatively significant effect between gender diversity and performance of the employees was unraveled, while educational diversity depicted a positively significant effect. The suggestion noted that university management prioritizes hiring experienced staff.
Consumer Attitude and Purchase Intention of Counterfeit Phones Among Master’s Students in Selected Public Universities in Kenya
(2024-01) Muia, Bernard Mulandi; Ragui, Mary
Persistent increase of consumption of counterfeit goods despite government efforts to curtail it has justified further research to determine any factors that may not have been studied conclusively the studying the progression of the illicit goods consumption. The general objective of this study was to comprehend consumer attitude towards intention to purchase counterfeit mobile phones among masters’ students in Kenya. Specifically, the study focused on effects of materialism attitude, subjective norm attitude and moral intensity attitude on purchase intention of counterfeit mobile phones among masters’ university students in Nairobi. The study was premised on three theories, Theory of Planned Behaviour, the Theory of Reasoned Action, and the Attitude Function Theory. The study adopted descriptive survey design and used purposive sampling to select the four public university campuses to target from the 10 public universities licensed to operate in Nairobi's central business district and subsequently used stratified random sampling to choose the target respondents in the selected campuses. Semi-structured questionnaires were used to collect primary data for the study. Quantitative data was captured and organized using statistical package for social sciences and analysed using descriptive statistics which was shown using percentages frequencies and standard deviation. Inferential statistics comprising Pearson’s correlation and multiple regression analysis were utilized to demonstrate the relationship between the independent and dependant variables. Content analysis was utilized to analyse qualitative data. Data was presented in the form of graphs and tables for simplicity of interpretation. This study will assist policy makers in coming up with plans to fight counterfeiting. The study found that materialism attitude, subjective norm attitude and moral intensity had a positive significant effect towards purchase intention of counterfeit phones among university students in Kenya. The study concluded that the consumers with a high level of materialism trait would be a very prospective segment for sustainable luxury brands. Subjective norm is a person’s perception of pressure in the social environment that is accepted so that it shows certain behaviour through considerations made by someone. Through moral intensity attitude individuals encounter moral or ethical issues within the personal environments of their daily living. The study recommended that high-materialism consumers should be driven to acquire goods and phones primarily to symbolize and communicate status and success messages to others. In terms of brands, more attention should be paid to consumers’ emotional needs and sensitivity. Organizations should emphasize the importance of moral judgment and attitude in explaining behavioural intentions and ethical behaviour in shaping demand for phones and also other goods.
Career Planning and Performance of Uniformed Employees at the Directorate of Criminal Investigations Headquarters in Nairobi, Kenya
(E-Palli, 2024-06) Obuya, Vivian A.; Ndegwa, Priscilla W.; Oringo, James O.
Received: May 02, 2024 Accepted: June 06, 2024 Published: June 10, 2024 Over the years, there have been documented cases of low prosecution of criminal cases attributed to weaknesses or failures in the office of DCI in Kenya and especially cases involving serious crimes such as murder, rape, defilement, corruption, assault and economic crimes. Loss of cases has been linked to poorly conducted investigations, corruption, and insufficient procured evidence to convict the perpetrators, leaving the blame to investigative officers. Some studies have attributed the challenges in the office of the DCI to include infrequent training, low support from senior officers, and lack of sufficient information on career pathways and plans for DCI officers. However, these studies have glaring gaps in terms of concept, context and methodology. Accordingly, this study intended to fill the gap by researching the career planning and performance of uniformed employees at the Directorate of Criminal Investigations Headquarters in Nairobi, Kenya. In specific focus, the study investigated the effects of opportunity analysis, periodic review of the plan, career goals, and occupational options on the performance of uniformed employees at the Directorate of Criminal Investigations Headquarters in Nairobi, Kenya. This study adopted a descriptive research design. The target population comprised a total of 943 uniformed employees working at DCI headquarters. The sample size of 272 was determined scientifically aided by Kothari formula. The study collected primary data by use of a structured questionnaire that had closed-ended questions. Statistical Package for Social Sciences (SPSS version 28) was used in the data analysis. The collected quantitative data was analyzed using descriptive and inferential statistics. The study found a positive and significant association between career planning and performance outcomes of the assessed uniformed employees at DCI. This confirms that career planning contributed to the improved employee performance at the DCI headquarters in Kenya.
Change Management Practices and Performance of Telecommunication Companies in Nairobi City County, Kenya
(Strategic Journals, 2024-11) Omukoko, Moses Lutta; Njuguna, Reuben Kinyuru
This research ascertained the impact of change management strategies on the performance of telecommunication firms in Nairobi City County, Kenya, taking into account the current situation. This research utilized a descriptive research design. The study population consisted of all the managers drawn from the four telecommunication firms in Nairobi City County. The data gathering process utilized both primary and secondary data collection methodologies. Questionnaires were utilized to collect primary data. The data was analyzed utilizing both descriptive and inferential statistics, utilizing the SPSS version 24. The descriptive analysis entailed calculating the frequencies and percentages of the demographic data of the respondents. Furthermore, means and standard deviations were utilized for all variables. The study investigated the impact of strategic leadership, strategic alliance, strategic marketing, and technology adoption on the performance of telecommunication businesses in Nairobi city county, Kenya. The results showed a considerable beneficial influence of these factors on company performance. Strategic leadership helps in setting a clear direction and vision for the organization and facilitates effective decision-making. Strategic alliances, when effectively utilized as a change management strategy, can significantly enhance an organization's performance by enabling organizations to access new markets and customers, facilitating knowledge sharing and learning and helping organizations reduce costs and risks. Strategic marketing as a change management strategy can help improve an organization's performance in helping in aligning the organization's marketing efforts with its overall strategic goals and objectives, ensuring that all marketing activities are working towards the same end result. Technology allows for more efficient and effective communication within an organization. The research recommends that the firm should focus on creating a culture of innovation and continuous improvement. The organization should focus on building strong relationships with partners and stakeholders so as to create a collaborative environment that fosters innovation and creativity. Organization should utilize marketing principles and techniques to drive positive change within an organization. One of the most effective ways to enhance technology adoption is through training and education programs
Analyzing CAMELS Financial Indicators and the Performance of Microfinance Banks in Kenya
(INTERNATIONAL JOURNALS OF ACADEMICS & RESEARCH ( IJARKE Business & Management Journal), 2024) Gitagia, Francis; Imaana Kimathi Andrew
Microfinance institutions in Kenya play a crucial role in the economy, contributing 18% to the GDP and employing 20% of the population. However, the Return on Assets (RoA) for these institutions has declined from 3.5% in 2018 to 1.5% in 2022. This study aimed to analyze the impact of selected CAMELS financial indicators on the financial performance of Kenyan microfinance banks, specifically examining capital adequacy, asset quality, management efficiency, earnings ability, and liquidity. It also explored the moderating role of market concentration on these relationships. The study, grounded in several financial theories, targeted 14 microfinance banks and utilized descriptive research design and comprehensive data analysis through SPSS. The results, derived from Feasible Generalized Least Square (FGLS) regression, indicated that capital adequacy, asset quality, and management efficiency positively influence financial performance, whereas earnings ability has a negative impact. The study emphasizes the need for improved credit risk assessment, staff training, profitability, and liquidity management to enhance financial performance. Ethical guidelines were strictly followed throughout the research, ensuring integrity and reliability of the findings.
Water and Sanitation Practices and Performance of Bomet Water and Sanitation Company in Bomet County, Kenya
(IBMED, 2024) Koech,Nicholas Kiplangat; Bett, Shadrack
Water and sanitation provision practices are established with the intention to enhance performance, provision on clean water and enhanced sanitation services. However, globally, not all Water & Sanitation Companies are able to achieve their core mandate of provision of adequate clean water and sanitation services. All Water and Sanitation Companies adopt water and sanitation practices however the extent to which they affect performance of water and sanitation companies is has attracted divergent views while other scholar found a negative affect others found a positive effect and hence a dilemma exist as to what is the exact effect of water and sanitation practices on the performance of water and sanitation companies. At Bomet Water and Sanitation Company in Bomet County, very few studies exist that have been conducted on the subject matter and yet its performance is not optimal and the hence the reason as to why this study was conducted at the Water and Sanitation Company. The purpose of this study was to determine the effect of water and sanitation practices on performance of Bomet Water and Sanitation Company in Bomet County, Kenya. Specific objectives of the study were to establish how resources influences performance of Bomet Water and Sanitation Company, to find out the extent to which stakeholder engagement effects performance of Bomet Water and Sanitation Company, to determine the effects of governance on the performance of Bomet Water and Sanitation Company and to examine the influence of information communication technology on the performance of Bomet Water and Sanitation Company. Theories adopted were; Resource Based View Theory, Stakeholder Theory, Stewardship Theory, Systems Theory and Balance scorecard Theory. The study adopted a descriptive research design and targeted 170 respondents drawn from commercial, technical and administration department. The sample size was 34 staffs selected using stratified random sampling technique. A pilot study was conducted to test the effectiveness and reliability of the research tool. The study used both primary and secondary data sources. Data was analyzed using quantitative approach which involved the use of descriptive statistics that entailed percentages, frequency, mean and standard deviation. Inferential statistic adopted was regression analysis was used to establish existing relationships between water and sanitation provision practices and performance of Bomet Water and Sanitation Company. Results were as follows; resources had a positive and significant effect on performance of BOMWASCO of (β=-0.229, p < 0.05). Stakeholder engagement had a positive and significant effect on performance of BOMWASCO (β=0.231, p < 0.05). Governance had a positive and significant effect on performance of BOMWASCO (β=0.451, p < 0.05). ICT had a positive and significant effect on performance of BOMWASCO (β=0.343, p < 0.05). The study concluded that resources, stakeholder engagement, governance and ICT have a positive and significant effect on performance of BOMWASCO. The study recommended that physical resources should used sufficiently and correctly to enhance equitable water supply all residents. The community should continue to be engaged in all water supply and solid waste collection practices in the County. BOMWASCO board structure should effectively represent diverse stakeholder interests. Current software solutions should continue being used in a manner that effectively meets organizational needs and requirements. The study recommends further studies should be conducted on Water and sanitation practices and performance of other water and sanitation companies in Kenya
Effect of Deployment of Strategic Leadership on Organizational Performance: A Case Study of Selected Dairy Processing Firms in Nairobi City County, Kenya
(Science and Education Publishing, 2024) Kiende, Lucy; Muthimi, Janet Kavengi
The serious issue in the Kenyan dairy processing firms is poor strategic leadership in the midst of the fierce competition as organizations compete to achieve competitive advantage and market reach at through enhance performance. The general objective of the study was to investigate the influence of strategic leadership on the performance of dairy processing firms in Nairobi City County, Kenya. The specific objectives included determining the effect of organizational core competences, organizational culture, organizational processes and networking on the performance of dairy processing firms in Nairobi City County, Kenya. This study was anchored on dynamic capability theory, goal setting theory and resource-based view theory. The study adopted a descriptive research design. The respondents for the study were 350 staff members. The study used a semi - structured questionnaire as the data collection instrument. Primary data was analysed using statistical package for social sciences based on the questionnaires. From the study findings, it established that core competences has a significant and direct relationship with core competences and performance of dairy processing firms. The study established that there is a direct relationship between organization culture and performance of dairy processing firms. The study findings indicated that there is significant relationship between organizational process and performance of dairy processing firms and lastly, majority of the respondents agreed that networking impacts performance of dairy processing firms. The management of the dairy processing firms should include core competencies in its strategic plans to ensure continued high performance. Organizational culture should be enhanced since it enhances performance and the dairy processing firms must encourage a culture in which employees are allowed to understand how the organization operates. The organizational process must be carefully worked out and applied process in the entire organizations. This process involves determining what work is needed to accomplish the goal and assigning those tasks to individuals. This should result in a work environment where all team members are aware of their responsibilities. The dairy processing firms should focus on ways of maximizing the utilization of relational trust by cultivating trust amongst staff and interactions in open forums, and encouraging information sharing amongst their networks in order to boost performance. In addition, these dairy processing firms should create strategic networks and partnerships that are unique and inimitable by other organizations to enable them acquire innovations, resources, skills and competencies, thus improving performance. There is need to focus on a different geographical area to establish whether the results will be similar to the findings of the current study. The study should also cover different variables not used in the current study such as strategic thinking, competitive advantage and organizational resources
Entrepreneurial Talent Engagement Practices and Performance of Small and Medium Enterprises in Nairobi City County, Kenya
(The Strategic Journal of Business & Change Management, 2024-11-08) Muteti, Kevin Mwendwa; Mwasiaji, Evans
In the quest to remain afloat in the cut-throat competition for reasonable market share, enterprise owners are faced with a difficult task of formulating an internal combination of resources that will give them a competitive advantage. The purpose of this study was to determine how entrepreneurial talent engagement practices affected the performance of small and medium-sized businesses in Nairobi City County, Kenya. The researcher's particular goals in this study were to determine how talent development, employee recruitment, talent management, and compensation affect the performance of small and medium-sized firms in Nairobi City County, Kenya. The researcher developed meaningful findings that will provide resourceful knowledge to various stakeholders in the entrepreneurial space such as small and medium size owners, business financiers, governmental and non-governmental players in trade, and skilled labour providers will gain insight into the best practices in employer-entrepreneurial talent engagement and relationship. The study adopted Inclusive and Exclusive theories of talent management, Prospective theory, Reinforcement theory and the balanced score card model to support the variables of the study. 353 SMEs were selected as a sample size from the 3000 SMEs in Nairobi City County, Kenya, that were registered and licensed, using the Yaro Yamane 1967 formula. In this study, the dependent and independent variables were explained in connection to one another using a correlational research methodology. Because this approach answers the research questions posed in this study, it was determined to be appropriate for this investigation. Questionnaires were employed as the data collecting tool, and a sample was chosen using the stratified random sampling technique. The researcher used the content analysis approach to process the qualitative data, while the Statistical Package for Social Science was used to analyze the quantitative data. Inferential and descriptive statistics were then used to determine the study's conclusions.
Customer Responsiveness Strategy and the Performance of Kenya Revenue Authority in Mombasa County, Kenya
(International Journal of Business Management, Entrepreneurship and Innovation, 2024) Mwangi, Peter Gitau; Rugami, Maina
The customer is the primary growth determinant of an organization’s direction toward desirable performance. Proactive organizations that recognize the reality of customer focus contributions to business operations have significantly portrayed positive performance. This research aims to investigate how customer responsiveness influences the performance of an organization, with a specific focus on the Kenya Revenue Authority. To in aid establishing the foundational base of the study, theories such as the Resource Based View, Systems theory, Gap analysis Model and the Upper Echelon Theory were taken into account. The study employed the descriptive research design to comprehensively understand the current conditions and circumstances. The study's target population considered 445 KRA technical staff in Mombasa, including managers, supervisors, officers, and support staff. The study employed stratified sampling where 134 respondents were selected, who either had recently joined the company or altered their job roles according to duration of employment. To test the reliability of the study, the researcher employed Cronbach’s alpha coefficient which had a threshold of 0.7. The threshold of a coefficient should be between 0 to 1 to maintain an internal consistency indicating reliability. To accurately determine the validity of the data for factor analysis, the Kaiser-Meyer-Olkin (KMO) Test and Bartlett’s Test of Sphericity were conducted. The KMO test yielded a measure of sampling adequacy of 0.743, which indicates that the sample size was adequate for factor analysis. Data collection for the study was through the use of a close-ended questionnaire in the statement form. The data was analyzed through measures of central tendency such as mean, median, and mode. The analysis also included measures of dispersion such as variation, standard deviation, correlation analysis and regression analysis. It was observed that technology had the most substantial impact on KRA's performance. Indicating a strong positive relationship between technological implementation and performance outcomes. Service level agreements were found to be a significant predictor of performance suggesting that clear and well-structured SLAs contribute positively to the quality-of-service delivery, ensuring that customer expectations are met effectively. Top management support significance highlighted the importance of leadership and resource allocation in driving organizational success. Conversely, staff training indicated that while training is important, its direct influence on performance may be more nuanced or dependent on other mediating factors. Overall, the study found that customer responsiveness strategies significantly influence the performance of KRA in Mombasa County
Managerial Capabilities and Organizational Performance: A Case Study of Kenya Railways Corporation
(Asian Journal of Economics, Finance and Management, 2025-10-15) Some, Raymond K.; Anyieni, Abel
The Kenya Railways Corporation has faced significant performance issues due to managerial shortcomings, leading to restructuring and reassignment of long-serving managers. This study explores how managerial capabilities affect the performance of Kenya Railways Corporation. It aims to assess the roles of networking, opportunity sensing, opportunity seizing, and innovation capability in enhancing performance. The research is grounded in Resource-Based View, Agency, and Dynamic Capability theories. A descriptive and explanatory design was used, focusing on 192 employees from finance, procurement, operations, and legal departments. The census sampling technique ensured that all 192 employees were included. Data was collected via questionnaires, which were tested for validity and reliability, then analyzed using SPSS version 2.1 with both descriptive and inferential statistics. Results showed that strong networking, effective opportunity sensing and seizing, and robust innovation capabilities are crucial for improving performance, profitability, and resilience. Despite some differing opinions on their effectiveness, enhancing these capabilities can help Kenya Railways Corporation better respond to market changes and improve overall performance.
An Analysis on Human Process Intervention on Employees’ Productivity
(IJARKE Business & Management Journal, 2024) Mbai, Mercy; Kimolo, Benjamin Kaviku
Employee productivity is a key determinant of an organization’s success, and various factors influence the efficiency of the workforce. Measures such as labour productivity and TFP provide valuable assessment into the overall productivity of an organisation, while recent trends have shown a decline in worker productivity, emphasizing the need to address the factors contributing to this decline and enhance employee engagement and job performance. Understanding the dynamics of employee productivity was central to evaluating the success of interventions at Kitui Water and Sanitation Company. Human process interventions are occasioned to deliberate challenges associated with the status quo of employees’ performance and productivity. Such initiatives help move any particular organization to a new improved efficiency. Human process interventions need to be executed effectively and efficiently in a bid to improve the productivity of an organization both at an individual and collective level. An appropriate mix and match of interventions need to be endorsed as a measure of deriving desired results. This paper discusses the human process interventions that are useful in enhancing the employee productivity. These interventions are relevant in communication, decision making, leadership, and group dynamics for they aid in improving the interpersonal relations. They are also helpful in assisting the employees to self-assess in respect to behavior, thus impacting improvements among groups that, in turn, increase the employee productivity.
Financial Literacy and Financial Inclusion of Youths in Nairobi City County, Kenya
(European Journal of Business and Management, 0202) Charles, Kennedy Mumo; Musau, Salome
In an effort to promote greater financial inclusion, Kenya has implemented a number of financial sector changes in recent years, propelled by technological innovations like ATMs and mobile banking. This expansion is seen as key to achieving Kenya’s target growth rate of ten percent as outlined in Vision twenty thirty, by expanding access to financial solutions, encouraging investments, savings, and supporting the country’s development objectives. However, despite these advancements, access to formal financial services remains limited. This study aimed to investigate the relationship between financial literacy and financial inclusion among the youth in Nairobi City County Kenya, focusing on the roles of investment methods, debt management, financial planning, and saving behaviours. The study was grounded in theories of information asymmetry, behavioural economics, financial education, and financial growth. A causal research design was used, targeting a population of One million nine hundred ninety, three thousand three hundred and ninety youths in Nairobi City County, with a sample size of four hundred respondents. Data were collected using structured questionnaires, validated through a pilot study with forty participants. Reliability was ensured with a Cronbach's alpha score, and the data were analysed using descriptive and inferential statistics, including regression analysis. The study’s findings showed that the four factors, saving behaviours, debt management, financial planning, and investing practices accounted for ninety-two point eight of the variance in financial inclusion. Savings had a significant positive impact on financial inclusion, with youths who regularly save better able to access formal financial services. Debt management practices also positively influenced financial inclusion, albeit to a moderate degree, suggesting that improved debt management skills could reduce financial exclusion. Financial planning techniques were strongly associated with financial inclusion, indicating that youth who engage in organized financial planning are more likely to access sanctioned financial assistance and make sound financial decisions. Investment practices had a very strong positive impact on financial inclusion, emphasizing the importance of promoting investment literacy among young people. The study concluded that fostering saving habits, debt management skills, financial planning, and investment literacy is crucial to enhancing financial inclusion. It recommended that educational institutions, financial organizations, and government agencies work together to incorporate financial literacy into school curricula from an early age, to equip young people with the financial skills needed for greater financial empowerment.
Impact of Financial Literacy on Investment Decision-making among Secondary School Teachers Employed by the Teachers Service Commission in Nairobi City County – Kenya
(IJARKE, 2024-07) Kerubo, Cyprine Omwenga; Kariuki, Grace
Impact of Financial Literacy on Investment Decision-making among Secondary School Teachers Employed by the Teachers Service Commission in Nairobi City County – Kenya Kerubo, Cyprine Omwenga Kariuki, Grace In today's financial landscape, informed investment decisions are vital for individuals, particularly education professionals like teachers under the Teachers Service Commission (TSC), who make up 1.67% of Kenya's workforce. As of April 2021, TSC employed 318,000 teachers in primary and secondary schools, with secondary school teachers being a significant portion. These teachers require strong financial literacy to navigate investment options, assess risks, and plan for retirement, given their conservative investment tendencies towards low-risk options. A study focused on secondary school teachers in Nairobi City County found that financial knowledge, skills, and risk diversification significantly influence investment decisions. However, the relationship between financial literacy and investment decisions has been inconclusive. The study employed theoretical frameworks including Prospect Theory, Herding Behavior Theory, and Theory of Mental Accounting. The research used a descriptive research design, sampling 103 secondary school teachers, and collected data through questionnaires. Statistical analysis using SPSS revealed that financial knowledge, skills, and risk diversification positively impact investment decisions. The study recommended TSC implement comprehensive financial education programs, collaborate with financial experts, and develop targeted training programs to improve teachers' financial literacy and decision-making in investments.
Influence of International Industry Standards on Vendor Benchmarking Performance at Kenya Airports Authority
(International Journal of Social Science and Humanities Research, 2024-08-13) Mbithi, Lucy Kaswili; Gachengo, Lydia
The aviation sector is always evolving due to the entry of numerous vendors. Airports, like the Kenya Airports Authority, must therefore devise a plan that will allow them to select from a wide range of vendor services and obtain the best ones. Kenya Airports Authority must use vendor benchmarking in order to design a trustworthy supply chain. Even with all the steps Kenya Airports Authority has taken to implement global sourcing, including the adoption of e-auctioning and e-tendering systems, there still appear to be some factors that are impeding the procurement process. It's possible that procurement irregularities affected a portion of the government's flagship project at the Kenya Airports Authority. A descriptive research design was used for this investigation. The KAA supply and procurement department was the focus of the study. The population under study comprised 89 employees who were employed by the organization in that particular department. There was an 89-respondent census conducted. Data was collected using a structured questionnaire as the instrument. During the evaluation at Kenya Airlines, eight surveys were examined. The questionnaires' content validity was employed in this study to ensure their validity. The Cronbach alpha test was utilized to evaluate the reliability of the questionnaires. The quantitative data from the study was analyzed using descriptive statistical analysis, which involved calculating the mean and standard deviation. To further ascertain the degree to which variables influence one another, the study employed inferential statistics. The study found that vendor benchmarking performance at KAA was positively and significantly impacted by international industry standards. The study concludes that the international industry standards play a crucial role in helping organizations ensure that their suppliers meet quality requirements, minimize the risk of defects and delays, and enhance trust and confidence in their supply chain. The study recommends that in order to fully leverage the benefits of international industry standards as a global sourcing norm and address any obstacles, it is crucial for the organization to follow certain recommended procedures

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