School of Business and Economics
Permanent URI for this collectionhttp://41.89.31.6:4000/handle/123456789/320
Welcome to School of Business and Economics collection.This collection contains Journal articles published by faculty affiliated to the school.
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Item Influence of Customer Relationship Management Dimensions on Performance of Classified Accommodation Facilities in Kenya(IOSR Journal of Business and Management (IOSR-JBM), 2019-06-22) Mwangi Gacheru, Charles; Ndivo Mutinda, Rayviscic; Gichunge, EvangelineAlthough implementation of CRM has the potential to improve organizational performance, this is not well established in the hospitality industry in Kenya where the performance in the sector is requires key attention. There are a limited number of research studies on the relationship between CRM dimensions and hospitality facilities performance. The general objective of this study was to investigate the relationship among CRM dimensions, and performance of classified accommodation facilities in the Coast region of Kenya. The specific objectives of the study were as to determine the relationship between Customer Oriented (CO) and the performance of classified accommodation facilities in Coast region of Kenya, and to determine the relationship between Knowledge Management (KM) and the performance of classified accommodation facilities in Coast region of Kenya. The study was anchored on Resourced Based View and the Knowledge Based View. The target population of the study comprised of 36 classified accommodation facilities while a sample of 33 establishments was used. This study utilized a descriptive research design and quantitative analysis approach. The study employed questionnaires as a survey instrument. Descriptive statistics were used to check the central tendency and the dispersion of how respondents reacted to the items in the questionnaire while correlation analysis was conducted to establish the relationship between the independent and dependent variables. Visual presentations such as frequency tables, frequency distributions, scatter plots; correlation matrices were used to summarize the data. The findings of the study were as follows: Customer Orientation (r=.547, p<.001; β=0.72, p<.001) and Knowledge Management (r=.554, p<.001; β=0.662, p<.001). Thus both Customer Orientation and Knowledge Management have a significant and positively linear relationship with performance of the classified accommodation facilities in Coast region of Kenya. The study thus concludes that performance of the classified accommodation facilities in Coast region of Kenya is highly pre-determined by the CRM dimensions namely; CO and KM. The study recommends that management should ensure that the organizations have adopted CO and KM strategies so as improve performance.Item Moderating Role of Organizational Size on the Influence of Customer Orientation on Performance of Classified Accommodation Facilities in the Coast Region of Kenya.(IOSR Journal of Business and Management (IOSR-JBM), 2019-07-02) Mwangi Gacheru, Charles; Gichunge, Evangeline; Ndivo Mutinda, RayviscicThe main motivation of this study was the limited research studies on the relationship between CRM dimensions and accommodation facilities performance and the need to establish how the classified accommodation facilities in Coast region of Kenya have implemented CRM and how different dimensions predict their performance. In addition, the study aims at establishing whether the factors within the organization have a moderating role in the relationship between CRM dimensions and the performance.The study had two specific objectives. One was to investigate the influence of Customer Oriented(CO) on the performance of classified accommodation facilities in Coast region of Kenya and two, to establish whether the organizational size has a moderating role in the relationship between CO and the performance of classified accommodation facilities in Coast region of Kenya. The study was anchored on Resourced Based View.This study employed a descriptive research design and quantitative analysis approach.The target population of the study comprised of 36 while the sample size was 33 classified accommodation facilities. The study used a questionnaire to collect primary data. Descriptive and inferential statistics were used.On the first objective, the results (r=.547, p<.001; β1=0.72, p<.001) indicated that customer Orientation has a positive and statistically significant relationship with performance of classified accommodation facilities in the Coast region of Kenya. On the second objective, the results revealed that organizational factors, the size of a firm, does not have a moderating influence on the customer orientation and performance of classified accommodation facilities.Item THE INFLUENCE OF CREDIT HANDLING ON SAVINGS MOBILIZATION IN CO-OPERATIVES IN NYAMIRA COUNTY(International Academic Journal of Economics and Finance (IAJEF), 2017-08-11) Nyatichi Mauti, Jeremiah; Gichunge, Evangeline; Orero, RisperThe purpose of the research was credit handling and savings mobilization in co-operatives in Nyamira County. It was conducted using descriptive research design among co-operative members in savings and credit co-operatives. The statistical sample consisted of 220 members who were randomly selected and studied through questionnaire. The questionnaire was used and its reliability was ascertained by the Cronbach’s alpha coefficient which was at 0.991. The data was analyzed using STATA 13 software. The data was collated using the Likert scale. The results showed that credit handling highly influenced saving mobilization through co-operatives among the people of Nyamira. Therefore, it is recommended that credit handling which significantly influences savings mobilization in Nyamira County should be taken seriously when dealing with savings mobilization, government policies and programmes. The findings of the study will be useful for the County and National Governments in formulating coherent Policies that address developmental challenges in co-operatives.