Master of Business Administration

Strategy Implementation and Performance of Commercial Banks in Kenya

2025-10-01T00:00:00Z

Strategy Implementation and Performance of Commercial Banks in Kenya Mwamsindo, Rita Chaga The financial health of Tier One commercial banks in Nairobi County has been challenged by operational inefficiencies, regulatory compliance issues, and the need for technological adaptation. Despite demonstrating strong financial performance, these banks faced rising operational costs, increasing competition, and a growing burden of non-performing loans, factors that necessitated strategic innovation to maintain market dominance. This study aimed at evaluating the effect of strategy implementation on the performance of Tier One commercial banks in Nairobi County, Kenya. Specifically, the study: examined the effect of resource allocation on bank performance; assessed the influence of leadership style; determined the effect of organizational structure; and evaluated the impact of attention to technological requirements. The research was grounded in the Resource-Based View (RBV), Dynamic Capabilities Theory, and Transformational Leadership Theory, providing an integrated theoretical foundation for understanding how strategic components interact to influence performance outcomes. The study adopted a descriptive research design. The population comprised 263 senior and middle-level managers across 11 Tier One banks, from which a purposive sample of 88 respondents from 8 banks was selected. Primary data were collected using structured questionnaires and analysed with SPSS Version 26.0. Descriptive, diagnostic and inferential statistics were used; inferential procedures included Pearson correlation analysis, analysis of variance (ANOVA) and multiple linear regression to determine the independent contributions of each strategy variable. At the bivariate level, significant correlations were observed between bank performance and Resource Allocation (r = 0.630, p < 0.001) and Attention to Technological Requirements (r = 0.644, p < 0.001). Leadership Style showed a positive correlation with performance (r = 0.357, p = 0.002), while Organizational Structure correlated negatively but not significantly (r = −0.187, p = 0.113). Multiple linear regression results indicated that the model explained a substantial proportion of variance in performance (R = 0.747; R² = 0.558; Adjusted R² = 0.532; Std. Error = 0.44660). Regression coefficients were: Resource Allocation (B = 0.332, β = 0.389, t = 3.905, p < 0.001); Leadership Style (B = 0.056, β = 0.048, t = 0.510, p = 0.611); Organizational Structure (B = −0.093, β = −0.081, t = −0.951, p = 0.345); and Attention to Technological Requirements (B = 0.471, β = 0.436, t = 4.680, p < 0.001). These results show that Resource Allocation and Technological Requirements were the strongest and statistically significant predictors of performance in the combined model, whereas Leadership Style and Organizational Structure did not contribute significantly when all variables were considered simultaneously. The study concluded that an integrated strategic approach is required to optimise bank performance: prioritising investments in technology and ensuring flexible, strategic resource allocation are critical; leadership effectiveness should be aligned with these investments for maximum impact; and structural misalignments should be addressed to avoid undermining strategic execution. The study recommends targeted leadership development, greater investment in adaptable digital infrastructure, agile resource-allocation frameworks, and periodic structural reviews to enhance strategic fit. Future research could examine the mediating or moderating role of organisational culture and the long-term effects of emerging fintech on strategy implementation and performance in the banking sector.

Alternative Banking Strategies and Organizational Performance of Tier Three Banks in Nairobi, Kenya

2025-09-01T00:00:00Z

Alternative Banking Strategies and Organizational Performance of Tier Three Banks in Nairobi, Kenya Kinyua, Robert Muchiri The adoption of alternative banking channels has increasingly influenced how commercial banks in Kenya perform. Notably, services like mobile banking, internet banking, and ATMs are central to enhancing banks’ operational efficiency, improving customer interaction, and driving overall institutional performance. Understanding how these alternative strategies impacted various performance indicators, played a vital role in guiding strategic choices and strengthening competitive advantage in Kenya’s banking industry. The study examined the impact of adopting alternative banking strategies and performance of the commercial banks in the country, grounding its analysis in the Resource-Based theory, the Technology Acceptance Model, and the Diffusion of Innovations Theory and Bank-Led Theory, the research examined how the adoption and strategic integration of alternative strategies affected key performance metrics, including financial performance, customer satisfaction, operational efficiency, and strategic outcomes. The study utilized a descriptive research approach to evaluate how alternative banking strategies influence performance of tier-three commercial banks operating in Nairobi City. The study focused on all 21 banks in this category, targeting a total population of 2,123 employees spanning senior, middle, and operational levels. Data was gathered using structured questionnaires administered to a purposive sample of 160 staff members across the three management levels. The data analysis was carried out using SPSS Version 26.0, incorporating descriptive, diagnostic, and inferential statistics. Results from the bivariate analysis revealed that mobile banking, agency banking, and internet banking each had a meaningful positive influence on the performance of the banks. When evaluated together in a multivariate context, mobile banking (β = 0.460, p < 0.05), agency banking (β = 0.475, p < 0.05), and internet banking (β = 0.115, p < 0.05) continued to demonstrate statistically significant contributions to enhanced bank performance. In contrast, ATM banking (β = -0.051, p = 0.451) showed no significant effect due to its p-value exceeding the 0.05 threshold. These findings highlight the critical role of digital banking strategies in improving financial outcomes, enhancing customer experiences, and boosting operational efficiency. The study advocates for increased investment in digital infrastructure, greater customer education, and broader use of technology to streamline banking services. Ultimately, the results enrich the current literature on alternative banking and offer practical guidance for banks aiming to enhance performance through digital innovation.

Christian Affiliated Guesthouse Attributes and Customer’s Choice Behaviour in Nairobi County, Kenya

2025-07-01T00:00:00Z

Christian Affiliated Guesthouse Attributes and Customer’s Choice Behaviour in Nairobi County, Kenya Nyaga, Dorothy Kathambi Christian-affiliated guesthouses in Nairobi County face declining occupancy despite their role in expanding lodging options. Few studies have examined how faith-based affiliation impacts guest house choice in Nairobi. This study examined how price tariffs, service quality, institutional environment, and safety influence customer choice, guided by Consumer Behavior Theory, Theory of Planned Behavior, and Environmental Responsible Behavior Theory. Using a sequential explanatory design (mixed method), data were collected from 291 respondents (managers, supervisors, and guests) across 13 guesthouses. Quantitative analysis revealed service quality (r=0.885) and safety (r=0.790) had the strongest influence, while price tariffs (r=0.285) were least impactful. Qualitative findings highlighted guests’ prioritization of staff responsiveness and environmental policies. Recommendations include adopting flexible payment systems and enhancing security measures. The study’s focus on Nairobi limits generalizability; future research should explore other regions and stakeholder perspectives.

Effect of Employee Training On Service Quality in Public Catering Institutions in Nairobi County

2025-10-01T00:00:00Z

Effect of Employee Training On Service Quality in Public Catering Institutions in Nairobi County Yegon, Erustus Kibet Service quality in Public Catering Institutions is essential for customer satisfaction, operational efficiency, and institutional reputation. However, inconsistent service delivery, inefficiencies, and poor customer satisfaction remain challenges in these units. While structured training programs are recognized as crucial in enhancing employee competencies and service standards, limited research exists on the influence of employees' learning experience, employees’ training content, employees’ training-job alignment and employees’ skill transferability on service quality in Public Catering Institutions in Nairobi County. This study sought to assess the effect of employee training on service quality in Public Catering Institutions in Nairobi County. The research assessed the effects of four specific variables: employees’ learning experience, employees’ training content, employees’ training-job alignment and employees’ skill transferability. Grounded in Kirkpatrick’s Four-Level Training Evaluation Model, Kolb’s Experiential Learning Theory, Social Learning Theory, and the Knowledge-Based View of the Firm, 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. Hypothesis test revealed that employees’ learning experience quality had significant effect on service quality in public catering institutions in Nairobi County. Employees’ training content relevance had significant effect on service quality in public catering institutions in Nairobi County. Employees’ training-job alignment had significant effect on service quality in public catering institutions in Nairobi County. Employees’ skill transferability level had significant effect on service quality in public catering institutions in Nairobi County. The study concludes 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 institutionalize continuous professional development, 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 Implementation On Performance of Hotel Industry in Kenya: A Case Study of Accor Group Hotels in Kenya

2025-10-01T00:00:00Z

Influence of Strategy Implementation On Performance of Hotel Industry in Kenya: A Case Study of Accor Group Hotels in Kenya Mukiri, Judy Francis The performance of international hotel chains in Kenya, including Accor Hotels, has faced growing pressure from rising customer expectations, technological disruption, and increased competition from both regional and global players. Despite Accor’s strong international brand presence, its Kenyan operations have encountered challenges in maintaining consistent service quality, operational efficiency, and guest satisfaction. Effective strategy implementation is therefore essential to sustain competitiveness and improve performance. This study examined the effects of strategic implementation on the performance of Accor Hotels in Kenya, focusing on four dimensions: employee engagement strategies, technological integration, customer feedback mechanisms, and leadership support. A descriptive research design was adopted, targeting frontline staff, customer care representatives, and managers across eight Accor Hotels in Kenya. A stratified random sampling approach yielded 118 valid responses from a population of 168 employees. Data were analyzed using descriptive statistics (frequencies, percentages, means, and standard deviations) and inferential techniques (correlation and regression analysis). The findings revealed that all four strategic variables had a statistically significant positive effect on the performance of Accor Hotels in Kenya, with leadership support emerging as the most critical determinant. The study concluded that strategic implementation plays a pivotal role in enhancing operational efficiency, customer satisfaction, and competitiveness. The study recommended that Accor Hotels strengthen employee engagement through structured training, recognition, and communication systems; accelerate technological integration by automating operations and adopting customer-facing innovations; enhance feedback mechanisms through real-time digital platforms and systematic complaint resolution; and invest in leadership development programs that emphasize strategic communication, accountability, and empowerment. Through adopting these measures, Accor Hotels can achieve sustainable performance improvements and provide lessons for the wider hospitality industry in Kenya.

Influence of Public Private Partnership Drivers On Performance of Renewable Energy Projects in Kenya

2025-10-01T00:00:00Z

Influence of Public Private Partnership Drivers On Performance of Renewable Energy Projects in Kenya CHAMDANY, PHILIPH K.A The growing global emphasis on clean energy transition has intensified the implementation of renewable energy projects, particularly through Public-Private Partnerships. However, the performance of such projects in Kenya has remained inconsistent, prompting the need to assess the influence of key PPP drivers financial structuring, stakeholder management, resource management and risk management on the performance of renewable energy projects in Kenya. The study was guided by theories such as the Pecking Order Theory, Stakeholder Theory, Resource-Based View Theory and Prospect Theory, which provided a multidimensional lens for examining how institutional and managerial practices shape project outcomes. The study adopted an explanatory research design. Primary data were collected using structured questionnaires, while secondary data were obtained from relevant project reports and regulatory agencies. The target population was 380. Sample size was 195. The stratified random sampling technique was the most appropriate approach for this study. The findings revealed that all four variables: financial structuring, stakeholder management, resource management, and risk management had a positive and statistically significant influence on project performance. The study concludes that the successful implementation of renewable energy projects through PPPs in Kenya requires strategic attention to financing models, inclusive stakeholder engagement, efficient resource allocation, and robust risk management frameworks. The study recommends strengthening PPP-driven renewable energy projects through short-term actions like expanding innovative financing options, enhancing stakeholder engagement, building technical capacity and adopting risk and climate resilience frameworks. Long-term priorities include creating a centralized financing hub, institutionalizing participatory governance, modernizing grids with storage solutions, and reinforcing regulatory frameworks with clear risk-sharing and policy consistency. The study also identifies gaps for future research, particularly the need to explore the roles of technological innovation, regulatory governance and longitudinal project tracking in the evolving renewable energy landscape.

Effect of Electronic Payment System On Revenue Collection Performance of County Government of Kajiado, Kenya

2025-10-01T00:00:00Z

Effect of Electronic Payment System On Revenue Collection Performance of County Government of Kajiado, Kenya Saigilu, Jonathan Rayiani The study examined the effect of electronic payment systems on revenue collection performance in the County Government of Kajiado, Kenya. Revenue collection is a crucial aspect of county governments, enabling them to finance development projects and meet their financial obligations. Despite the adoption of electronic payment systems, challenges such as inefficiencies, fraud, and delayed payments persist. This study aimed to determine the influence of key components of electronic payment systems; online billing, receipting, payment, and response on revenue collection performance. Guided by the Optimal Tax Theory, Resource-Based View Theory, Innovation Diffusion Theory and the Technology Acceptance Model, the study employed a descriptive research design to investigate the relationship between the independent variables and revenue collection performance. The study targeted 195 respondents, including Executive Committee Members, Finance Personnel, and Revenue Officers, using stratified sampling to ensure representation. Sample size was 131. Data was collected through structured questionnaires, validated through pilot testing, and analyzed using both descriptive and inferential statistical methods, including multiple regression analysis. The findings revealed that all components of the electronic payment system significantly impacted revenue collection performance. Online billing and online response had the most substantial influence, demonstrating their importance in ensuring accurate billing and effective taxpayer engagement. Online receipting and payment also positively contributed by enhancing accuracy, convenience, and trust in the payment process. Correlation analysis further supported these findings, with strong positive relationships between the components of the electronic payment system and revenue collection performance. The results indicate that improving electronic payment systems can significantly enhance revenue collection by reducing inefficiencies, increasing transparency, and fostering taxpayer compliance. The study concludes that adopting and optimizing electronic payment systems is critical for achieving better revenue collection performance in county governments. The study recommends strengthening the online billing and response processes through continuous technological upgrades and robust taxpayer engagement mechanisms. Additionally, enhancing the usability of online receipting and payment platforms is essential to encourage adoption. Policymakers are urged to standardize electronic payment systems across counties and promote digital inclusion to address barriers to adoption. Future research could explore the long-term impacts of electronic payment systems, their scalability, and inter-county comparisons to identify best practices. This study provides actionable insights for county governments aiming to improve revenue collection efficiency through digital transformation.

Influence Of Strategic Management Practices on Public Service Delivery in Meru County Government, Kenya

2025-09-01T00:00:00Z

Influence Of Strategic Management Practices on Public Service Delivery in Meru County Government, Kenya Mary Mukiri, Mwiki Strategic management practices refer to deliberate and systematic actions undertaken by organizations to set objectives, formulate strategies, allocate resources, and make informed decisions to achieve their goals. These practices involve analyzing both internal and external environments, identifying strategic priorities, and implementing structured plans that guide an organization toward improved performance. Within the Meru County Government, strategic management practices are essential in enhancing efficiency, accountability, and quality of service delivery. The purpose of this study was to examine the role of strategic management practices in influencing service delivery in the Meru County Government. The study was guided by four specific objectives: to explore the relationship between performance measurement and service delivery; to determine the effect of resource allocation on service delivery; to assess the role of employee training in improving service outcomes; and to evaluate the contribution of strategic planning to enhanced service delivery. The study adopted a descriptive research design and collected quantitative data from a target population of 150 staff members drawn from the Finance, Supply Chain, and Administration departments of the Meru County Government. A census approach was employed, thereby including all 150 staff members in the study. Primary data were collected using structured questionnaires after obtaining a research permit from Kenya Methodist University. Respondents were informed about the study’s purpose and gave consent prior to participation. Data collected were coded, analyzed, and presented using descriptive and inferential statistics. The findings revealed that strategic planning and employee training play a significant role in improving service delivery within the county government. Performance measurement systems were found to be well-utilized, while resource allocation had an indirect but important effect. The study concluded that integrating planning, performance evaluation, training, and resource management enhances service outcomes. It recommends strengthening performance measurement through digital tools, aligning resources with strategic priorities, institutionalizing continuous staff training, and engaging stakeholders in regular strategic reviews.

Effect Of Employee Engagement Programs on Organizational Performance of Meru County Government, Kenya

2025-09-01T00:00:00Z

Effect Of Employee Engagement Programs on Organizational Performance of Meru County Government, Kenya Ireen, Mung’athia Mukiri Low morale of the staff, which had negatively affected the organizational performance, caused by a lack of increment in budgetary allocations towards general staff capacity building and engagement programs. The general objective of the study was to examine the effect of employee engagement programs on organizational performance of the Meru County Government, Kenya. The specific objectives were to determine the effect of training programs, wellness programs, employee feedback mechanisms, and employee involvement in decision-making on the organizational performance of the Meru County Government, Kenya. Human capital, social exchange, and participative decision-making, were the three theories of the study. Through a descriptive research design, 11 CECs, 11 directors, 11 administrators and 251 middle-level employees were included. The middle-level employees answered the questionnaires, whereas the senior-level management were interviewed. A pilot study was conducted in the Tharaka Nithi County Government. Additionally, the Cronbach alpha method was used to measure reliability. The study assessed content and criterion validity. SPSS software version 24 was used to analyze descriptive statistics such as frequencies, percentages, and means. Additionally, inferential statistics such as model summary and ANOVA were developed. Thematic method was used in the analysis of interview responses. The correlation coefficient for training programs was r = 0.501 at α <0.002; wellness programs was r = 0.387 at α < 0.001; employee feedback mechanisms was r = 0.653 at α < 0.003; and employee involvement in decision-making was r = 0.476 at α < 0.001. It was found out that all the four, were vital towards enhancing the performance of the county government. On training, there is the need for the county government leadership to develop an adequacy policy framework that would increase the budget allocated to training and development programs. On wellness programs, the departmental managers need to be more supportive of current employee wellness programs. On employee feedback mechanisms, HR management should come up with clear patterns of offering feedback on the issues raised by the employees or at least acknowledge them. Future studies should expand the study to even private corporations to gain more insights on the employee engagement programs present within their contexts. Key Terms: Employee Engagement Programs, Organizational Performance, Meru County Government, Kenya

Financial Literacy on Investment Decisions Among Public Secondary School Teachers Under Teacher Service Commission in Meru County Kenya

2025-07-01T00:00:00Z

Financial Literacy on Investment Decisions Among Public Secondary School Teachers Under Teacher Service Commission in Meru County Kenya May, Chorongo Kitawa In Kenya, the education sector receives the greatest share of the national budget, with a sizable amount going toward teacher wages because of their high employment rates. The purpose of this study was to assess how financial literacy affected the investment choices made by public secondary school teachers in Meru County, Kenya. As stated in the Solution SACCO annual report for 2022, it aimed to comprehend the difficulties teachers encounter when preparing for their financial future and the part financial literacy plays in this regard. The study specifically examined the influence of debt management knowledge, saving literacy, budgetary skills, and risk diversification on the investment choices of these teachers. The research was grounded in several theoretical frameworks, including Financial Literacy Theory, Prospect Theory, Dual Process Theory, and Goal Setting Theory, which provided a foundation for the review of related literature. The analysis was conducted in accordance with the conceptual framework and goals of the study. 1,825 teachers working in public secondary schools throughout Meru County were part of the target group. Both primary and secondary sources of data were used in the descriptive study approach. Purposive sampling was utilized in the study to choose schools from Meru County's nine sub-counties, and 328 respondents were chosen by simple random selection. Thirty teachers in Tharaka Nithi County, or 10% of the sample size, participated in a pilot study of a self-administered questionnaire to verify the validity of the research instruments. The questionnaire was improved by academic supervisors' feedback, which cleared up any misunderstandings and removed unnecessary items. The distribution and collecting of surveys were accomplished utilizing the drop-and-pick approach. Following collection, the data was examined for flaws, including typographical errors and unanswered questions. After being coded, the data was analyzed using the Statistical Package for Social Sciences (SPSS). Regression analysis, ANOVA tests, and coefficients of determination were used to investigate correlations and develop the model equation before the results were displayed in tables. Pearson correlation analysis was used to evaluate hypotheses, and descriptive statistics such as mean and standard deviation were computed. Reports, frequency distribution tables, and infographics provided summaries of the results. With an R2 value of 0.691 from the multiple regression analysis, financial literacy variables accounted for 69.1% of the variation in investment choices made by Meru County's public secondary school teachers. Specifically, knowledge in debt management, saving, and risk diversification demonstrated significant positive effects on investment decisions, with coefficients of 0.045, 0.363, and 0.340, respectively, and p-values below 0.05. Conversely, budgetary literacy showed a positive but statistically insignificant relationship with investment decisions, as reflected in a p-value of 0.138 and a coefficient of 0.078. According to the data, teachers in public secondary schools often follow good financial habits, such as avoiding loan defaults, closely examining credit terms, making timely loan repayments, and using unsecured loans sensibly. The study suggested encouraging teachers who work for the Teachers Service Commission (TSC) to adopt a saving and investing mindset. It also emphasized the need for more studies to examine non-financial aspects that can affect educators' investment choices.