scholarly journals Strategic Management Drivers and Service Delivery: A Case of Huduma Centre in Mombasa County, Kenya

2020 ◽  
Vol 2 (3) ◽  
pp. 1-15
Author(s):  
Priscah Consolata Muketi ◽  
Lawrence Wainaina
Keyword(s):  
Service Delivery ◽  
Strategic Management ◽  
Customer Orientation ◽  
Diffusion Theory ◽  
Target Population ◽  
Middle Level ◽  
Primary Data ◽  
Business Partner ◽  
Marketing Orientation ◽  
Partner Collaboration

This study sought to establish if service delivery enhanced implementation of strategic management drivers in an organization in the public sector. Strategic drivers are forces that shape an organization’s strategy, which contributes to the growth of a particular business. This study’s general objective was to establish how strategic management drivers influence service delivery in Kenya’s Huduma Centres focusing specifically on Mombasa County Huduma Centre. Specific objectives that guided this study were; to establish customer orientation’s influence on service delivery, to establish the influence of marketing orientation on service delivery, to determine the influence of technological orientation on service delivery, and to find out influence of business-partner collaboration. The theories relating to the study were reviewed focusing mainly on the RBV, Resource Advantage theory, Service Dominant Logic and Technology Diffusion theory. The researcher adopted descriptive research design. The target population were employees deployed at Huduma Centre, Mombasa County with 154 members of staff drawn from all cadres comprising senior management, middle level management and operational staff selected from the relevant Government Ministries, County, Departments and Agencies of which a 30% sample size of 46 respondents were selected.  The primary data was collected using structured questionnaires. Analysis of data done using descriptive and inferential statistics. The study concluded that customer; marketing, technological and business-partner collaboration has a positive and significant effect on service deliver. This study recommended that the management of Huduma Centers should organize for regular in-service trainings for the employees to improve on their customer relation skills. It should improve on customer orientation by finding ways to be more responsive to customers’ needs. Huduma centres should aim at having a workforce that offers services to its clients with uniformity and equity. They should also invest more in technological innovation in order to offer services that are more efficient to the clients by focusing on offering purely on-line services. Finally, all systems be updated by ensuring that all departments have enough machines to work with hence reduce dependency and sharing. Business-Partnership collaboration especially in terms of the partners providing the employees with necessary skills they need for improved service delivery.

Small Business Survival of Onslaughts of Boko Haram Insurgency, COVID-19 Pandemic, and Economic Crisis in Yola, North-East Nigeria

2021 ◽  
pp. 97-118
Author(s):  
Lukman Raimi ◽  
Theoneste Manishimwe
Keyword(s):  
Small Businesses ◽  
Customer Orientation ◽  
Target Population ◽  
Primary Data ◽  
Survival Strategy ◽  
Boko Haram ◽  
Eligibility Criteria ◽  
Entrepreneurial Marketing ◽  
North East ◽  
Descriptive Survey

Underpinning this chapter on vulnerability and resilience theoretical views, the authors examine the survival strategy of small businesses (SBs) facing triple crises. They adopted a descriptive survey research design as the most appropriate strategy while relying on the primary data collected through structured questionnaires. In the absence of a sample frame for the target population, a sample size of 400 managers of SBs was selected purposively based on objective eligibility criteria. Out of the sample, 257 managers of SBs returned their completed questionnaires. The findings support largely the resilient view and also affirmed the vulnerability view because the four entrepreneurial marketing (EM) dimensions, namely entrepreneurial orientation, market orientation, innovation orientation, and customer orientation, have mixed impacts on the financial and non-financial performance of SBs facing triple crises. The study recommends that vulnerable SBs, when faced with economic crises, should be resilient and leverage the four EM dimensions for business continuity.

CORPORATE GOVERNANCE AND FINANCIAL PERFORMANCE OF MOBILE SERVICE PROVIDERS IN KENYA: A CASE OF AIRTEL KENYA LTD

2017 ◽  
Vol 2 (6) ◽  
pp. 1
Author(s):  
Adan Billow Mohamed ◽  
Mr. Gerald Atheru
Keyword(s):  
Corporate Governance ◽  
Financial Performance ◽  
Multiple Regression ◽  
Ethnic Diversity ◽  
Service Providers ◽  
Gender Diversity ◽  
Target Population ◽  
Middle Level ◽  
Primary Data ◽  
Mobile Service

Purpose:  The purpose of the study was to determine the effect of corporate governance on financial performance of mobile service providers in Kenya in the case of Airtel Kenya.Methodology: The study adopted a descriptive research design where a case study was conducted. The target population comprised of all the 96 employees in the top and middle level management working with Airtel Kenya Ltd within Nairobi. The study used primary data collected using a questionnaire. The study used multiple regression analysis. The statistical software used to run the multiple regression was SPSS.Results: The study findings revealed that board members’ experience, their educational qualifications and board ethnic diversity had a positive and significant effect on the financial performance of the firm. Board size, however was found to have a negative but significant effect on the financial performance of the firm. Board gender diversity though had a positive effect on the financial performance of the firm; this effect was found to be insignificant. Financial leverage was also found to moderate the relationship between corporate governance and financial performance of the firm.Unique contribution to theory, practice and policy: Based on the responses given by the individuals in the two management levels participating in the study, it was recommended that if Airtel Kenya Ltd was to improve their financial performance which had not been impressive, they needed to place key emphasis on the characteristics of their board for efficiency and effectiveness. The management had to ensure that they limited the amount of debts of the firm.

scholarly journals The Effect of Procurement Practices on Service Delivery: A Case Study of VRA, Ghana

2019 ◽  
pp. 1-23
Author(s):  
Augustine Anane ◽  
Victor Adoma ◽  
Gabriel Awuah
Keyword(s):  
Service Delivery ◽  
Significant Positive Correlation ◽  
Target Population ◽  
Primary Data ◽  
Research Approach ◽  
Positive Correlation ◽  
Procurement Policy ◽  
Sustainable Procurement ◽  
Unit Change ◽  
Procurement Planning

This study was conducted to determine the effect of procurement policy, procurement planning and sustainable procurement on service delivery. The study employed a quantitative research approach and explanatory design. The target population for the study was staff and management of the Volta River Authority. Structured questionnaire was used to gather primary data. The study used SPSS version 32.0 for the data analyses. The study found that 73.6% variations in service delivery were explained by Procurement Policy, Procurement Planning and Sustainable Procurement. The study found that Procurement Policy (β = 0.623 ρ=0.000< 0.05) are significant determinants of service delivery thus a unit change in procurement policy will result in 62.3% change in service delivery.  Procurement Planning (β = 0.027, ρ=0.080< 0.05) are significant determinants of service delivery thus a unit change in procurement planning will result in 2.7% change in service delivery. Sustainable Procurement (β = 0.39 ρ=0.000 < 0.05) are a significant determinant of service delivery. Thus a unit change in Sustainable Procurement will result in 39% change in service delivery. From the model estimation, procurement policy was the strongest predictor of service delivery followed by sustainable procurement and lastly procurement planning. The study revealed a strong significant positive correlation between procurement policy and service delivery.  Moreover, the result showed a strong significant positive correlation between procurement planning and service delivery. Again the study found a significant positive correlation between sustainable procurement and service delivery. The study concludes that Procurement Policy, Procurement Planning and Sustainable Procurement significantly predict service delivery of VRA. The study recommends that the management of VRA must continuously invest in sustainable procurement, procurement planning and procurement policy to enhance service delivery to the public.

scholarly journals THE EFFECT OF INNOVATION ON SERVICE DELIVERY IN THE PUBLIC SECTOR IN KENYA

2017 ◽  
Vol 1 (2) ◽  
pp. 1
Author(s):  
Doris Wambugu ◽  
Dr. Muturi Wachira ◽  
Mrs. Dorcas Mwamba
Keyword(s):  
Service Delivery ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Target Population ◽  
Public Understanding ◽  
Primary Data ◽  
The Public ◽  
Positive Effects ◽  
Technology Innovations ◽  
To Come

Purpose: The purpose of this study was to assess the effect of innovation on service delivery.Methodology: The study adopted descriptive research design. The study adopted a descriptive analysis by use of descriptive statistics such as mean and frequencies. The target population in this study was 280 employees working in Nairobi GPO. A mixed sampling technique was adopted. The sample size of this study was 65 employees of Nairobi GPO Huduma Centres and 5 members of the public. This study used primary data. Data was collected using questionnaires.Results: These findings imply that products/service innovations carried out at Huduma centers have contributed immensely on performance of the centers in Kenya. The findings indicated that the respondents rated technology innovations to have major positive effects on increasing the number of people served, reducing time of service delivery, increasing accountability and transparency and finally improving public understanding of government activities. These findings imply that Huduma center innovations faced lack of adequate resources during implementations.Unique contribution to theory, practice and policy: The study recommends that Huduma should involve their staff more in the innovation in order to have better service delivery. The study also recommends that Huduma centers should encourage their customers to give their feedback on services and products innovation at the centers for further development. The study also recommends that Huduma centers directors should encourage the employees to come up with new ways to better service delivery. Huduma centers should also address the issue of lack of adequate and sufficient finance since it poses a major challenge to development of innovations at the centers

scholarly journals INFLUENCE OF VOTING IN ELECTIONS ON RESPONSIVE GOVERNANCE IN NAIROBI CITY COUNTY GOVERNMENT, KENYA

2021 ◽  
Vol 6 (1) ◽  
pp. 1-20
Author(s):  
Ndei Maina ◽  
Kepha Ombui ◽  
Mike Iravo
Keyword(s):  
Service Delivery ◽  
Local Governance ◽  
Secondary Data ◽  
Sampling Technique ◽  
Target Population ◽  
Primary Data ◽  
County Government ◽  
Descriptive Research ◽  
The Difference ◽  
Leader Performance

Purpose- This study focused on establishing the influence of voting in elections on responsive governance in Kenya. Its main objective was to establish the influence of voting in elections on responsive governance in Kenya. Methodology- Descriptive research design and positivism research philosophy were adopted. The study focused on a target population of 680 respondents from Eighty-five wards within Nairobi County, and data was collected from the following groups of respondents; Civil society representative, religious representative, ward administration representative, youth representative, women representative, the special interest group representative, a representative of the citizens’ anticipating county services and a representative of the old aged residents were targeted. A sample size of 139 respondents was determined though purposive sampling technique. Primary data was collected through questionnaires and secondary data through published materials. Data was analysed through SPSS and presented in tables. Hypothesis testing was done through the use of t-test. F test (ANOVA) was also conducted to ascertain the difference between groups on study variable. Findings- The study found that voting in elections has a positive and significant relationship with responsive governance. The study concluded that that citizen’s education influences their ability and decision to vote in leaders who are effective in service delivery. The study also concluded that incumbent leader performance influences achievement of county goals. Based on the study findings, the researcher recommends that there is need to establish, County, Sub-County and Ward Citizens Forums to enhance voter awareness of residents in local governance. The forums will specifically enable citizens to engage directly in the planning, policy making and monitoring of service delivery accorded to them. Originality/value – This paper fulfils an identified need in understanding how voting in elections can influence responsive governance. The study therefore recommends that all citizens should be empowered and given the rights to vote in their desired leader. Additionally, free and fair elections should be conducted to ensure that candidates with clear manifestos are elected.

scholarly journals Maximising the socioeconomic value of indigenous knowledge through policies and legislation in Kenya

2019 ◽  
Vol 68 (1/2) ◽  
pp. 60-75
Author(s):  
Sally Chepchirchir ◽  
Tom Kwanya ◽  
Alice Kamau
Keyword(s):  
Indigenous Knowledge ◽  
Mixed Methods Research ◽  
Survey Design ◽  
Indigenous Communities ◽  
Target Population ◽  
Policy Formulation ◽  
Middle Level ◽  
Primary Data ◽  
Content Type ◽  
Practical Implications

PurposeIndigenous knowledge (IK) is the anchor of survival and stability for indigenous communities. The purpose of this study was to establish how the socioeconomic value of IK can be maximised in Kenya through effective enactment and implementation of relevant policies and legislation.Design/methodology/approachThe study adopted a mixed methods research using a survey design. The target population comprised 104 top- and middle-level managers drawn from organisations implementing diverse IK policies and legislation. Primary data were collected from the target population using questionnaires. Additional data were collected using content analysis of IK policies and legislation. The collected data were analysed using descriptive and inferential statistics with the help of IBM’s Statistical Package for Social Sciences (SPSS Version 22) software.FindingsThe findings revealed a low awareness of the IK policies and legislation by the stakeholders. It also became evident that the policies and legislation relevant to IK are not implemented effectively. The authors conclude that policies and legislation do not maximise the socioeconomic value of IK in Kenya.Originality/valueThis is an original study which has practical implications for the use of IK for socioeconomic purposes. The findings of the study may be used to influence policy formulation and implementation; theory on IK; and practices which mainstream IK in socioeconomic activities in Kenya and beyond.

Staff Development and Employee Performance in Kenya Commercial Bank in Nyeri County, Kenya

2019 ◽  
Vol 3 (IV) ◽  
pp. 93-103
Author(s):  
John Gituri Muthee ◽  
Phelgonah Genga
Keyword(s):  
Staff Development ◽  
Organizational Performance ◽  
Banking Sector ◽  
Employee Performance ◽  
Target Population ◽  
Middle Level ◽  
Primary Data ◽  
Long Run ◽  
Training Programmes ◽  
Branch Management

The study intended to investigate the effect of staff development on employee performance in KCB Bank Branches in Nyeri County. Training and staff development is very crucial in the overall performance of the employee. The performance of the employees has a direct impact on the organizational performance and competitiveness. Staff development is not cheap in short run but in the long - run is beneficial. The study intended to investigate and establish the training and development programmes at KCB Bank. The study also intended to establish the: training programmes at KCB; effect of training policies on employee performance at KCB; the influence of orientation on employee performance at KCB and the effect of mentorship towards employee performance at KCB. The study was conducted at KCB Bank Nyeri County, Kenya where there are five branches. The target population was one hundred and sixty (160 employees) consisting of three (3) different ranks of top branch management, middle level branch management and lower level branch management. The researcher conducted a census on the top level, middle level and lower level branch management with a total of 160 questionnaires distributed. A total of 119 questionnaires were duly filled and returned representing a response rate of 74%.  Primary data was analyzed by use of descriptive statistics as well as inferential statistics. The findings from the study indicated that training programmes, training policies, orientation and mentorship all have a positive correlation with the employee performance. Demographic information was analyzed as well and presented in tables. The research findings indicated that the bank has a variety of training programmes, well – structured and documented training policies, orientation programmes and mentorship programmes.  The study recommends that a variety of training policies and programmes should be initiated. These policies and programmes should be well documented and communicated.  The study recommends that a study of the whole of the banking sector should be conducted to establish whether the results will be replicated. A longitudinal study should also be conducted to establish the relationship over time.

scholarly journals Legal and Regulatory Compliance and Service Delivery in Semi-Autonomous County Government Entities of Kakamega County

2018 ◽  
Vol 6 (5) ◽  
Author(s):  
Christabell Murila Ashiono ◽  
Dr.Robert K.W. Egessa ◽  
Ms.Eglay Tuvulla Tsuma
Keyword(s):  
Corporate Governance ◽  
Service Delivery ◽  
Social Research ◽  
Simple Random Sampling ◽  
Target Population ◽  
Regulatory Compliance ◽  
Primary Data ◽  
County Government ◽  
Governance Systems ◽  
Governance Practices

Corporate governance is the system of rules, practices and processes by which a company is directed and controlled. Corporate governance essentially involves balancing the interests of a company's many stakeholders, such as shareholders, management, customers, suppliers, financiers, government and the community. It has been generally agreeable from many studies in the recent past that companies that have corporate governance systems in place also exhibit good performance which is actualized by the quality of service provided. This can only be fostered by following legal and regulatory practices by the companies. Thus, good corporate governance practices are increasingly being recognized as an important aspect of organizational success. This study sought to determine the effect of legal and regulatory compliance on service delivery in Semi-autonomous County Government entities of Kakamega County (SACGA). The study adopted a causal research design to determine the effect of corporate governance practices on service delivery in Semi-autonomous County Government Agencies. The target population was 478 derived from a sample frame two Semi-autonomous entities in Kakamega County through purposive sampling. Stratified simple random sampling was used to select respondents. A sample size of 30% drawn from the target population of the two entities was used in the study totaling to 143 producing a response of 128. Both Secondary and Primary data was collected using structured questionnaire and interview schedules. Validity was achieved through expert discussion while reliability of data was tested using Cronbach’s alpha resulting to Cronbach alpha of 0.756 which was above 0.7 threshold accepted in social research. Data analysis was done using Statistical Package for Social Sciences (SPSS) with the main analysis tools being frequencies, percentages, mean and Pearson product moment correlation coefficient and regression equation. Data was presented with use of tables. The study found out that there was a positive and significant relationship between legal and regulatory compliance (r=.529) on service delivery. The study concluded that legal and regulatory compliance contributes more to service delivery in SACGA.

scholarly journals Adoption of Digital Banking Technology and Financial Performance of Commercial Banks in Kenya

2020 ◽  
Vol 2 (1) ◽  
pp. 42-50
Author(s):  
Stephen Otieno Ouma ◽  
Fredrick W.S Ndede
Keyword(s):  
Financial Performance ◽  
Commercial Banks ◽  
Positive Impact ◽  
Survey Design ◽  
Diffusion Theory ◽  
Target Population ◽  
Turnaround Time ◽  
Positive Influence ◽  
Primary Data ◽  
Technology Innovations

Commercial banks play a leading role in the economic development of a country and this role of can be achieved only if the banks are stable. Digital banking technology has thus emerged as a way through which the commercial banks can be able to improve their financial performance by enhancing retail and corporate banking activities. From the inception of digital banking, banks have improved their networks in areas of deposits, withdrawals and other banking activities. However, despite the innovative ideas in digital banking, there still exists gaps as some banks still fail and face imminent collapse. The objective of this study was to establish how digital banking technology innovations affects the financial performance of commercial banks. The study took a descriptive survey design and was driven by three objectives namely; determining the effect of access to digital banking technology, turnaround time and digital banking technology costs on financial performance. This study was anchored on financial intermediation theory, innovation diffusion theory and modern economics theory. A questionnaire was used to collect primary data over a target population of 42 commercial banks in Kenya. The study involved a census of the commercial banks in Kenya as at September 2018 and encompassed collection of data through self-administered questionnaires targeting the finance and IT managers of the banks in their headquarters in Nairobi. The data collected was analysed using a descriptive method. The responses were tabulated, coded and processed by use of a computer statistical package for social scientists. The findings of the study were analysed and presented using statistical methods including pie charts and bar graphs and frequency tables. From the findings and summary, the study concluded that the ease of access to digital banking through digital-banking technology innovations had a positive influence on the financial performance of commercial banks in Kenya. The study also concludes that the turnaround time of digital banking technology innovations had a positive impact on the financial performance of commercial banks in Kenya with many of the banking institutions recording high amount of deposits and improved loan values thus creating an opportunity of increasing their customer base.

Organizational Empowerment and Turnover intensions:A mediation of Job Satisfaction and Affective Commitment. A Case of Hattar industries, Pakistan

2019 ◽  
Vol 6 (2) ◽  
pp. 1-6
Author(s):  
Mehwish Iftikhar ◽  
Sheraz Khan
Keyword(s):  
Job Satisfaction ◽  
Structural Equation ◽  
Affective Commitment ◽  
Middle Level ◽  
Primary Data ◽  
Equation Modeling ◽  
Clear Understanding ◽  
Complex Process ◽  
Managerial Implications ◽  
Organizational Empowerment

Empowerment has never been something handed from one person to another or passed from employer to employee but it is a complex process, which needs a vivid vision and clear understanding for managers and employees. It is a technique and tool for the retention of employees.This quantitative study is done to examine the affect of organisational empowerment on turnover intensions by way of mediation of job satisfaction and affective commitment.Direct and indirect affects of variables are examined while conducting the study among employees of Hattar industries located in Punjab, Pakistan.Cross sectional design is addopted and primary data is collected through standardised questionnaires on five point likert scale. A total of 220 employees working at middle level management of Hattar industries, were chosen randomly. Correlation is applied in order to findout the strength of relationship between variables.The data was analysed on the basis of SEM (structural equation modeling) technique by using AMOS. Findings depicted the positive relationship between organizational empowerment with the variables job satisfaction and affective commitment. The result also indicates that there is a significant mediating influence of job satisfaction and affective commitment in the relationship between organizational empowerment and turnover intensions. Practical/managerial implications of this study revealed that organizations should foster to give empowerment to their workers if they want to retain them so that, they will be satisfied enough, will remain committed to work and will have lower intensions to leave the job that will better contribute in boosting up the overall performance of the organization.

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