School of Business and Economics

An Assessment of the Relationship Between the Price Tariffs of a Christian-Affiliated Guesthouse and Customer Choice Behavior in Nairobi County

2024-09-01T00:00:00Z

An Assessment of the Relationship Between the Price Tariffs of a Christian-Affiliated Guesthouse and Customer Choice Behavior in Nairobi County Nyaga, Dorothy K.; Muchai, Peter; Laimaru, Susan Purpose: To assess the relationship between the price tariffs of a Christian-affiliated guesthouse and customer choice behavior in Nairobi County. Methodology: Descriptive survey research design was used on a target population of the study comprising 13 Christian Affiliated Guest houses registered with the Christian Guest Houses Association of Kenya (CGHAK) in Nairobi County. The total number of respondents was 723, including all guesthouse general managers (13), two supervisors (Front Office and Food and Beverage Supervisors) from each guesthouse (26), and all customers based on the average occupancy (684). A census sampling method was used to select guesthouse managers (13) and supervisors (26). Further, the random sampling method was used to obtain the 252 customer respondents. Closed and open-ended questionnaires were used to obtain data from 252 CAG guests while an interview schedule was used to obtain data from 26 CAG supervisors and 13 CAG general managers. For piloting, this study used one randomly selected CAG (10%) in Kiambu and obtained 1 manager, 2 supervisors, and 25 guests (10%) as respondents. Cronbach alpha was used to measure reliability. For validity, the instrument was piloted before the actual data collection process. Quantitative data such as mean and standard deviation was analyzed using SPSS whereas thematic method was used to analyze qualitative data. Data was presented using tables and figures. Results: The highest mean score was observed on the dimension of mode of payment which had an average score of 4.22. This observation implied that one of the reasons that could be attracting guests to remain loyal to a particular guesthouse is a mode of payment of bills the guesthouse has adopted. The least mean rating was observed on fair price tariffs, with an average score of 4.22. This is an indication that fairness in the price tariffs, as a dimension of Price Tariff, is not such an important factor when it comes to choosing a guesthouse. Again, this rolls back to service provisions. That is, an individual would be more willing to pay more as long as the service will meet his/her expectations. Nonetheless, the fact that the fairness of price tariffs was not such an important factor, the overall mean response of 3.9. Conclusions and Recommendations: The study concluded that price tariffs had a positive influence on customer choice behavior. This was based on the fact that versatility of modes paying bills ensured that there was efficiency and convenience in payments. The study recommends that more attention should be paid by the management to payment modes such as mobile money since it promotes security and convenience to the guests.

Organizational Structure and Performance of Tier One Commercial Banks in Nairobi County, Kenya

2025-07-01T00:00:00Z

Organizational Structure and Performance of Tier One Commercial Banks in Nairobi County, Kenya Rita, Chaga Mwamsindo; Kihara, Peter; Cherono, Vivian The performance of Tier One commercial banks in Nairobi County is increasingly shaped by internal structural dynamics amid rising operational costs, stricter regulatory demands, and heightened market competition. This study investigated the effect of organizational structure— focusing on hierarchy levels, formalization, and span of control—on bank performance. Grounded in Organizational Structure Theory, the research adopted a descriptive design targeting senior and middle-level managers from all 11 Tier One banks. A purposive sample of 88 managers drawn from 8 banks participated in the study. Data were collected through structured questionnaires and analyzed using SPSS Version 26.0, employing descriptive statistics and simple linear regression. The findings revealed strong, negative, and statistically significant bivariate relationships between each organizational structure variable and bank performance. However, the simple linear regression results indicated that the overall influence of organizational structure on performance was not statistically significant (β = –2.14, p = 0.113). This suggests that although structural elements such as hierarchy, formalization, and span of control may individually impact performance, their combined effect does not sufficiently explain performance variations when analyzed within a single model. The study concludes that organizational structure may influence performance outcomes at the individual factor level, but its predictive power is limited when assessed holistically through simple regression. It is recommended that Tier One banks consider streamlining their internal structures by eliminating unnecessary hierarchical layers, simplifying formal procedures, and widening managerial span of control where feasible. Pilot-testing these structural changes in selected units may offer practical insights for enhancing strategic performance in a competitive banking environment.

Agency Banking Strategy and Performance of Commercial Banks of Tier Three Banks in Kenya

2025-01-01T00:00:00Z

Agency Banking Strategy and Performance of Commercial Banks of Tier Three Banks in Kenya Kinyua, Robert Muchiri; Kihara, Peter; Milui, Joshua The performance of commercial banks in Kenya has increasingly been influenced by the adoption and utilization of agency banking, which plays a pivotal role in enhancing operational efficiency, customer engagement, and overall bank performance. This study investigates the influence of agency banking on the performance of tier-three commercial banks in Kenya, focusing specifically on the number of agents, agent network coverage, transaction volume through agents, and agent performance metrics. Grounded in Resource- Based Theory, the Technology Acceptance Model (TAM), Diffusion of Innovations Theory, Bank-Led Theory, and Agency Theory, the research examines how the adoption and integration of agency banking affect key performance indicators. A descriptive research design was used, targeting all 21 tier-three commercial banks in Nairobi City County, with a sample population of 2,123 employees across senior, middle, and operational management. Primary data was collected through structured questionnaires distributed to a purposive sample of 273 employees. Data analysis was conducted using descriptive, diagnostic, and inferential statistical methods with SPSS Version 26.0. The findings revealed that agency banking significantly and positively influenced the organizational performance of tier-three banks in Kenya. The study concludes that enhancing agency banking strategies can improve the operational efficiency of these banks. Recommendations include expanding agent networks, optimizing transaction volumes, and improving agent performance metrics to maximize the potential of agency banking and ensure long-term success.

Influence of Strategic Direction on Organizational Performance of Public Corporations in Kenya. A Case Study of Agricultural Finance Corporation

2024-08-01T00:00:00Z

Influence of Strategic Direction on Organizational Performance of Public Corporations in Kenya. A Case Study of Agricultural Finance Corporation Muchiri, Veronicah Mwihaki; Gichunge, Evangeline; Mutegi, Doreen This study examined the influence of strategic direction on the organizational performance of public corporations in Kenya, focusing specifically on the Agricultural Finance Corporation. The study was grounded in Contingency Theory. A descriptive research design was employed, with data collected from a sample of 204 employees across various management levels at AFC. The study also adopted simple random method. Primary data were gathered through standardized questionnaires, while secondary data on organizational performance were sourced from AFC’s financial reports and other relevant publications. Data analysis involved the use of descriptive and inferential statistics, including mean, standard deviation, Pearson correlation, and regression analysis, facilitated by SPSS version 29. It was found that a well-defined strategic direction, when effectively communicated and aligned with the organization’s operations, led to improved financial performance, operational efficiency, and customer satisfaction. Based on these findings, the study recommended several strategies for improving the performance of public corporations like AFC. It was recommended that AFC’s leadership enhance strategic communication to ensure that all employees are aligned with the organization’s vision, mission, and goals.

Effect of Employees’ Training Content Relevance on Service Quality in Public Catering Institutions in Nairobi County

2025-08-01T00:00:00Z

Effect of Employees’ Training Content Relevance on Service Quality in Public Catering Institutions in Nairobi County Yegon, Erustus Kibet; Muchai, Peter; Cherono, Vivian This study sought to assess the effect of employees’ training content relevance on service quality in Public Catering Institutions in Nairobi County. Grounded in Kolb’s Experiential Learning Theory, the study employed a descriptive research design. A stratified random sampling technique was used to select 327 respondents from a target population of 2,211 staff members, including Heads of Catering Units, catering managers, and operational staff. Data were collected through semi-structured questionnaires and interviews. Quantitative data were analyzed using descriptive statistics and inferential methods such as correlation and regression analysis, while qualitative data were evaluated thematically. The findings revealed that training content relevance had a statistically significant positive impact on service quality. The study concluded that effective and strategically designed employee training is a key lever for improving service quality in public catering institutions. Merely conducting training is not sufficient; the training must be responsive to job realities, tailored to institutional goals, and structured to ensure practical application and skill adaptability. These insights affirm that service excellence in the public sector depends not just on resource allocation, but on the relevance and execution of employee development initiatives. Going forward, institutions must integrate modern training techniques such as blended and experiential learning, and foster a culture of ongoing skills enhancement. These measures will not only elevate service standards but also strengthen public confidence in government-run food service programs.

Influence Of Strategy Formulation On Performance Of Water Service Providers In The Lower-Eastern Counties Of Kenya.

2025-09-01T00:00:00Z

Influence Of Strategy Formulation On Performance Of Water Service Providers In The Lower-Eastern Counties Of Kenya. Miriti, Erastus Mwongera; Kihara, Peter; Miluwi, Joshua Kenya's water service providers face significant performance challenges, with Non-Revenue Water exceeding 45% and water coverage at only 60%. These inefficiencies result in annual revenue losses of approximately Kshs 15.8 billion, significantly constraining agricultural productivity in an agriculture-dependent economy. This study examined the influence of strategy formulation on performance of water service providers in the Lower- Eastern counties of Kenya. The study aimed to determine the influence of strategy formulation on performance of water service providers in the Lower-Eastern counties of Kenya. The research was anchored on four complementary theories: Resource Based View theory, which emphasizes strategic application of distinctive organizational resources; Dynamic Capabilities Theory, focusing on adaptive capacity development; Agency Theory, addressing principal-agent relationships in state-owned water resources; and Stakeholder Theory, recognizing diverse interests in water resource management. The study adopted a positivist philosophy using descriptive survey design with mixed-methods approach. The target population comprised 758 staff across ten licensed water service providers. Stratified purposive sampling yielded 183 respondents determined by Yamane's formula. Data collection utilized self-administered questionnaires with pre-testing confirming reliability (Cronbach's Alpha: 0.73-0.86). Analysis employed SPSS Version 21 for descriptive and inferential statistics. Bivariate regression analysis revealed a significant positive relationship between strategy formulation and performance (r = 0.426, p < 0.001). Strategy formulation explained 18.2% of performance variation (R2 = 0.182). The regression equation Y = 2.077 + 0.365X1 + ε demonstrated that each unit increase in strategy formulation resulted in 0.365 unit improvement in performance (β = 0.365, t = 5.771, p < 0.001). The F-statistic (33.302) confirmed model significance. Strategy formulation significantly influences water service provider performance.. Water service providers should establish comprehensive stakeholder engagement frameworks, invest in strategic planning capabilities, implement balanced performance measurement systems, and prioritize research and development investments for sustainable competitive advantage.

Alternative Dispute Resolution Diplomacy and its Impact on National Security, A Case Study on Banditry Attacks in Kenya

2025-05-01T00:00:00Z

Alternative Dispute Resolution Diplomacy and its Impact on National Security, A Case Study on Banditry Attacks in Kenya Mutuma, Lillian Kagwiria; Riungu, Festus; Miluwi, Joshua Communal conflict has been a global challenge that has hampered state of national security in many countries across the globe and SubSaharan has been mostly affected. In Kenya, communal conflicts has been a great threat to peace and stability, the Kenyan government has therefore invested a lot of resources to mitigate the problem. The wave of banditry attacks have spread recently to other neighbouring counties, Meru County and in particular the Igembe region being the most recent county to suffer from this wave. The aim of this study is to assess the influence of alternative dispute resolution, as a diplomatic avenue of enhancing national security. The study specifically investigate the influence of mediation, negotiation, conciliation and traditional dispute resolution mechanism in resolving banditry in the Igembe north subcounty of Meru County. The study was underpinned by theory of conflict, process of pluralism theory and the general theory on conflict and dispute. The study adopted mixed research methods where qualitative and quantitative results were triangulated. The study engaged national administration officers, religious leaders and village elders at the location level in the subcounty, thus census was appropriate as members from each location was represented by selected leaders. The study collected primary data using open ended questionnaire. The study undertook pilot from a selected location in the subcounty to test reliability and validity of research instuments. Data was analyzed using SPSS software and generated in form of descriptive and inferential statistics. Negotiations findings significantly affected national security enhancement. Conciliatory mechanisms has positive and significant effect on enhancing national security, focus on banditry attacks in Igembe North subcounty. Traditional dispute resolution has a positive and significant effect on enhancing national security, focus on banditry attacks in Igembe North Subcounty. The study concluded that mediation process and principles are fundamental in realizing cohesive society. The traditional dispute resolution provide homegrown solutions that is paramount in resolving conflict attributed to banditry attacks. The study recommended strengthening policy and legislation framework to harmonize the existing formal regulation to collaborate with this mechanism.

Effect of liquidity risk on financial performance of commercial banks in Kenya.

2024-08-01T00:00:00Z

Effect of liquidity risk on financial performance of commercial banks in Kenya. Nyagah, Derebia; Kithinji, Moses; Mutegi, Doreen The objective of the study was to assess the effect of liquidity risk on financial performance of commercial banks in Kenya. The theory reviewed was the pecking order theory. The study adopted descriptive research. The target population was 47 senior management, 128 middle management and 303 lower management employees working in the Commercial Banks’ headquarters in Nairobi. The study used stratified sampling technique. To learn more about the interest rate drivers and financial performance of commercial banks, the study used primary data. The reliability and validity of the study tools were examined using a pilot group of 22 participants. With the use of descriptive statistics like means, medians, standard deviations, and proportions, as well as the response rate, quantitative, data was evaluated using SPSS version 28, the statistical tool for the social sciences. To find out what mathematical model revealed the association between variables, multiple linear regression analysis was performed. It is common practice to conduct parametric tests that make assumptions about the data. The study showed that the independent objective namely liquidity risk, positively influenced financial performance of commercial banks in Kenya. The following recommendations were made; enhance liquidity management and strengthen regulatory frameworks for liquidity.

Asset liability management and financial performance of microfinance banks in Nairobi County.

2025-05-01T00:00:00Z

Asset liability management and financial performance of microfinance banks in Nairobi County. Otieno, Beryl Akoth; Kithinji, Moses; Miluwi, Joshua This study investigated the effect of asset liability management on the financial performance of Microfinance Banks in Nairobi County, Kenya. The study was guided by Liquidity Preference Theory. Adopting a descriptive correlational research design, the study targeted senior managers, financial analysts, credit officers, and internal audit personnel from large, medium, and small MFBs in Nairobi County. Stratified random sampling ensured representativeness across these categories, while data collection combined structured questionnaires and secondary data sheets. Analytical methods included both descriptive and inferential statistical tools, with SPSS version 29 utilized for robust data processing and hypothesis testing. The findings revealed a significant positive relationship between asset-liability management and financial performance, demonstrating the criticality of aligning assets with liabilities to mitigate risks. The study underscores the importance of tailored asset liability management for enhancing financial sustainability in the microfinance sector. The study recommended that microfinance banks strengthen asset liability using advanced tools and dynamic forecasting. Future research could investigate how incorporating machine learning and blockchain into asset management affects financial performance. Additionally, research could examine the long-term impact of macroeconomic factors (inflation, interest rates) on asset management strategies and the influence of ESG factors on these practices, considering the growing importance of sustainable finance.

Effect of online billing process on revenue collection performance of county government of Kajiado.

2025-09-01T00:00:00Z

Effect of online billing process on revenue collection performance of county government of Kajiado. Saigilu, Jonathan Rayiani; Kithinji, Moses Muriuki; Mutegi, Doreen This study examined the effect of online billing process on revenue collection performance in the County Government of Kajiado. Guided by the Optimal Tax Theory, the study employed a descriptive research design to investigate the relationship between the independent variable and revenue collection performance. The study targeted 195 respondents, including Executive Committee Members, Finance Personnel, and Revenue Officers, using stratified sampling to ensure representation. Data was collected through structured questionnaires, validated through pilot testing, and analyzed using both descriptive and inferential statistical methods. The findings revealed that online billing had substantial influence on revenue collection performance in the County Government of Kajiado, demonstrating its importance in ensuring accurate billing and effective taxpayer engagement. Correlation analysis further supported these findings, with strong positive relationships between online billing system and revenue collection performance. The results indicated that improving online billing systems can significantly enhance revenue collection by reducing inefficiencies, increasing transparency, and fostering taxpayer compliance. The study concluded that adopting and optimizing online billing systems is critical for achieving better revenue collection performance in county governments. The study recommended strengthening the online billing through continuous technological upgrades and robust taxpayer engagement mechanisms. Future research could explore the long-term impacts of electronic payment systems, their scalability, and inter-county comparisons to identify best practices. This study provided actionable insights for county governments aiming to improve revenue collection efficiency through digital transformation.