EFFECT OF TANGIBILITY ON CUSTOMER SATISFACTION AMONG MICRO FINANCE BANKS CUSTOMERS IN KENYA

Purpose: Financial markets and institutions are central to the process of economic growth. The provision of credit has increasingly been regarded as an important tool for raising the incomes of populations, mainly by mobilizing resources to more productive uses. However, microfinance institutions in Kisumu City Kenya are still far off from reaching the required customer satisfaction index. The main purpose of the study was to establish the effect of tangibility on customer satisfaction among micro finance banks (MFB) customers in Kisumu City. Methodology: This study was anchored on a Market based theory; Survival based theory and the Expectancy Disconfirmation theory. A correlation research design was used. Study targeted 10,300 MFB customers in Kisumu City. A sample size of 370 MFB customers was drawn from the target population using simple random sampling technique. The study used primary data from questionnaires. Findings: The findings indicated that Tangibility is associated with 63.1% of the variation in customer satisfaction, an increase in tangibility affects customer satisfaction by 0.341. The correlation analysis to determine the effect of tangibility on customer satisfaction shows a significant correlation existed (r = 0.631, p < 0.05). This shows 63.1% of the variations on customer satisfaction are associated with tangibles. Unique Contribution to Theory, Practice and Policy: The organization needs to train employees on various aspects of tangibility. Systems should be in place that ensures certain aspects like security and quality are retained and improved throughout customers’ lifetime.

Flood-risk vulnerabilities of sanitation facilities in urban informal settlements: Lessons from Kisumu City, Kenya

Flood disasters have increased in frequency and severity over the recent decades causing untold destruction to vulnerable physical infrastructure such as sanitation facilities. Factors including construction quality, design, siting, and users’ behaviour further exacerbate the vulnerability of facilities. Despite this reality, very little has been done to document the extent of flood risk facing such facilities in the pro-poor urban informal settlements in developing countries. This study assessed the flood risks of vulnerable sanitation facilities in the urban informal settlements of Kisumu city, Kenya. The methodology involved assessment of sanitation facilities’ flood vulnerabilities and assessment of flood risk models. Flood risk was assessed by estimating runoff from yearly rainfall totals and also by calculating storm return period and probability of exceedance. Vulnerability assessment for each sanitation facility was done by scoring against flood risk indicators ordered by weighted rank. The study observed that majority sanitation facilities in the urban informal settlements were considered “highly vulnerable” (57%). Flood risk analysis predicted growing vulnerability due to shorter storm return periods, especially under the RCP 8.5 scenario. It was established that over 20% of all rainfall events in the 50-year timeline had a higher than 80% probability of exceedance rainfall, signifying higher storm risks. Additionally, the study showed that between 44% of rainfall received in the study area could translate to runoff, in the near future, further compounding flood risk predictions. With key informal settlements such as Nyalenda and Manyatta facing stronger future flood risks, general public health may be threatened, leading to increased social and economic instability on families and households. The study recommends adherence to improved toilet standards of construction and toilet-raising as methods of improving flood risk resilience and adaptation.

Refocusing Urban Planning to the Realities of Informal Trade in Sub-Saharan African Cities: The Case of Kisumu City, Kenya

Recent policy pronouncements in many sub-Saharan African cities strive to accommodate informal trade within city planning realms. Growing appreciation of the potentials of the sector to ease unemployment situation partly informs this effort. However, given inadequate institutional framework, it remains unclear how planning can reconcile this new initiative to resolve “disorderly” spatial patterns that result from informal trade. The paper explores the possibility of utilizing the concept of multifunctional space design in the context of Kisumu City, Kenya to bridge this knowledge gap. Data from focus group discussions and key informant interviews was analysed to characterise the sector, account for its location problem, and understand its potentials for collaborative space production. The study found out that informal trade is more diverse than presently understood. Its location problem is mainly attributable to diminishing space for location. Inadequate planning regime, which sometimes restricts potentials for vertical expansion aggravates this problem. Lastly, the sector has well-organised leadership that steers its innovative use of available spaces to accommodate its diversity. The paper concludes that informal trade does not necessarily present a lack of order. Proactively embracing the sector can thus inspire the production of functional spaces that accommodate its interests and the city’s. We recommend that all forms of informal trade be documented to understand their contribution to the city’s development. Further, the city authority should provide spaces for informal trade to realise its potential in development. Accordingly, planning should build on the structures and innovation of informal traders to co-produce spaces that accommodate multiple users.

Evaluation of Incorporation of Universal Design Parameters in the Planning Approval Process of Kisumu Main Bus Terminus

Consideration of the normate template by designers usually leads to the production of living spaces that fail to meet most of the spatial requirements of would-be users. This phenomenon arises due to the fact that the normate template keeps a walking and fleshy body at the centre of thinking about design. As a result, the template fails to consider additional space requirements for bodies that use technologies to navigate space. In order to sustain itself, the normate template relies upon the impression that normates are normal, average, and majority bodies. When built-up spaces block out potential users, then the viewpoint which is reinforced is that certain spaces are meant only for those who are “privileged” to use these spaces independently. The presence of accessible spaces on the other hand confirms that designers hold that built environments should serve all potential users regardless of physical stature. Universal Design thereby provides a platform for making the weakest person in society strong through design. Embracement of a Universal Design perspective therefore becomes a stepping stone in the provision of public spaces that are accessible to all- regardless of physical stature. This study, therefore, evaluated the incorporation of Universal Design parameters in the design process of public spaces in Kisumu City. The study established that Universal Design requirements are usually executed only on new constructions. There is a need, therefore for major renovations to take place in buildings open to the public that are not necessarily classified as “new” constructions.