School of Business and Economics
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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 Debt Collector Behavior and Customer Satisfaction in Banks in Somalia(Reviewed Journal International of Business Management,, 2023-03) Sultan, Ahmed Ali Ahmed; Senaji, Thomas Anyanje; Omanwa, Clemence NikiyizaThough banks endeavor to serve their customers the best way possible, situations arise when they have to enforce debt collection procedures due to unpaid amount. In the context of strategic management, customer satisfaction is considered as an essential operational strategy for the sustainability of each organization in this competitive age. On the other hand, debt collection strategy is vital for the sustainability of financial institutions and that the approach to debt collection may lead to dissatisfaction of customers and impair performance. The objective of this study was to examine the relationship between debt collector strategy, specifically, behavior and customer satisfaction. Through a cross-sectional survey correlation analysis we find that debt collector behavior has significant relationship with customer satisfaction (loyalty, trust and intention to purchase). The strongest relationship was between debt collector behavior and customer loyalty (r = 0.900, p < 0.001) while the relationship between trust and debt collector behavior, and between intention to repurchase and debt collector behaviour were equally strong (r = 0.859, p < 0.001). There is a very strong and significant positive relationship between debt collector behavior and customer satisfaction (Loyalty: r = 0.900, p < 0.001; Trust: r = r = 0.859, p < 0.001; Intention to repurchase: r = 0.859, p < 0.001). In this regard, the debtor collector behaviour needs to be improved to enable improvement of customer satisfaction hence retention and repurchase. This finding has imperative practical implications. Banks in Somalia should consider the importance and improvement of debt collector behavior before and during debt collection in order to improve customer satisfaction hence financial performance.Item Influence of Technological Factors and Homeownership through Mortgage Financing in Kenya(The University Journal, 2021) Kigomo, Juliah R.; Senaji, Thomas Anyanje; Mwaniki, Gillian W.The uptake of mortgage just like any other business today is being affected by technological factors. The purpose of this study was to establish the influence of technological factors on the growth of home ownership through mortgage financing in Nairobi County, Kenya. A descriptive survey of 92 credit managers in 43 mortgage banks and 393 mortgage customers selected from a population 24,000 employees of three parastatals was conducted. Secondary data was collected from published financial statements of CBK, mortgage lenders, and Kenya National Bureau Statistics (KNBS) for the period of 30 years. The study established that technological factors had a statistically significantly influence on the growth of homeownership through mortgage financing in Kenya ( = 0.439, t = 13.412, p <0.05). The study also determined that decisions by mortgage customers are strongly influenced by the rapid changes that new technologies offer. The study concluded that while the technological drivers for change are often perceived as disruptive, they are neither sudden nor random and thus appropriate positioning will help mortgage firms to gain more customers and also continue attracting more clients. The study recommends that the mortgage industry players need to consider the technological factors in the policy making process which can enhance the mortgage uptake in Kenya. The study also recommends that lenders must have a technology that is capable enough to get homebuyers into their dream homes faster, customize engagement with their unique customers, stay in contact throughout the process and respond to homebuyers needs on their terms.Item Influence of Technological Factors and Homeownership through Mortgage Financing in Kenya(The University Journal,, 2021) Kigomo, Juliah R.; Senaji, Thomas Anyanje; Mwaniki, Gillian W.The uptake of mortgage just like any other business today is being affected by technological factors. The purpose of this study was to establish the influence of technological factors on the growth of home ownership through mortgage financing in Nairobi County, Kenya. A descriptive survey of 92 credit managers in 43 mortgage banks and 393 mortgage customers selected from a population 24,000 employees of three parastatals was conducted. Secondary data was collected from published financial statements of CBK, mortgage lenders, and Kenya National Bureau Statistics (KNBS) for the period of 30 years. The study established that technological factors had a statistically significantly influence on the growth of homeownership through mortgage financing in Kenya ( = 0.439, t = 13.412, p <0.05). The study also determined that decisions by mortgage customers are strongly influenced by the rapid changes that new technologies offer. The study concluded that while the technological drivers for change are often perceived as disruptive, they are neither sudden nor random and thus appropriate positioning will help mortgage firms to gain more customers and also continue attracting more clients. The study recommends that the mortgage industry players need to consider the technological factors in the policy making process which can enhance the mortgage uptake in Kenya. The study also recommends that lenders must have a technology that is capable enough to get homebuyers into their dream homes faster, customize engagement with their unique customers, stay in contact throughout the process and respond to homebuyers needs on their termsItem Internal Versus External Orientation, Which Way for Competitiveness?(INTERNATIONAL JOURNAL OF INNOVATIVE RESEARCH & DEVELOPMENT, 2021-05) Kairu, James Kamau; Senaji, Thomas Anyanje; Kirimi, Eunice KaregiManagerial cognition continues to attract interest from researchers in a bid to understand how it relates with performance of organisations. Drawing from the Social Cognitive theory we examine the relationship between managerial orientation (internal/external) and competitiveness of leather and textile firms in Kenya using a descriptive cross-sectional survey of a sample of 163 managers using a structured self-reporting questionnaire. The firms were moderately competitive (M = 3.86, SD = 0.40) and both internal and external orientation were significantly positively related with competitiveness (internal focus: r = .465, p = < .001; external focus: r = .406, p = < .001; combined internal/external orientation: r = .463, p < .001). Further, competitiveness was more strongly predicted by internal managerial orientation (Wald = 17.197, p < .001 < .05, exp (B) = 4.777) than external managerial orientation (Wald = 1.588, p > .208, exp (B) = 1.575). These findings have implications for the resource-based view of the firm which is an internal focus, and on where managers should prioritize actions between internal and external focus in order to achieve competitiveness.Item Exploring Salience as a Strategic Disposition in Kenya(Advances in Social Sciences Research Journal, 2021-05) Kairu, James Kamau; Senaji, Thomas AnyanjeDrawing from the socio-cognitive theory and upper echelon theory, we examined the relationship between salience and competitiveness by surveying 163 managers from leather and textile firms in Kenya. We used three dimensions of salience: impact, sensitivity and interest and measured competitiveness using both efficiency, such as profit; and effectiveness measures such as innovation. We found a significant relationship between all the dimensions of salience and competiveness (Impact: r = .250, p = .001; Sensitivity: r = .436, p < .001; Interest: r = .416, p < .001; Salience: r = .427, p <.001). Further, sensitivity significantly influenced the odds for competitiveness at 5% level of significance (sensitivity: exp (B) = 2.435, Wald = 4.191, p = .041); impact had the least negative and insignificant (exp (B) = .693, p = .444) prediction of the odds for competiveness. These findings suggest that the factors that are considered by managers of organizations as impactful, of interest and which managers perceived as sensitive have implications for competitiveness. It is recommended that managers enhance their cognitive capacity with regard to salience to be able to perceive and interpret environmental cues and use these to make appropriate strategic decisions to improve their competitiveness.Item Influence of Regulative Pressures on Strategy Implementation in Public Secondary Schools in Selected Counties in Kenya(Advances in Social Sciences Research Journal, 2021-09) Mutea, Harun Kaumbuthu; Senaji, Thomas Anyanje; Rintari, Nancy GacheriPreparation of strategic plans and their implementation in public secondary schools is mandatory for all schools in Kenya. However, the implementation is a challenge to the majority of the schools hence the need to investigate the factors that influence it. Being a relatively new management practice in public secondary schools, empirical studies in this area are limited. Drawing from the institutional theory, we conducted a descriptive structured self-administered questionnaire survey to determine the influence of regulative pressures on strategy implementation in public secondary schools. We further, examined the moderating effect of mimetic pressures on this relationship. We found that public secondary schools experienced moderate regulative pressures from the government to implement strategies and that through binary logistic regression model, regulative pressure significantly predicted the probability of successful strategy implementation (Wald = 13.682, df = 1, p < .001, exp (B) = 3.393). However, mimetic pressures did not significantly moderate the relation between regulative pressure and strategy implementation (Wald = .098, df = 1, p = .754 > .05, exp (B) =.737). Theoretically the study contributes to the scarce empirical literature on strategy implementation from the institutional theory perspective compared to strategy formulation. Practically, the study draws attention of stakeholders to the less investigated factors that influence strategy implementation namely: the regulative pressures. These findings have implications for government to strengthen the monitoring of public secondary schools to increase the likelihood of successful strategy implementation in public secondary schools.Item Human Capital Focus and Organisational Performance in Kenya(International Journal of Innovative Research & Development, 2021-09) Miriti, Justus Bundi; Senaji, Thomas Anyanje; Rintari, Nancy GacheriLeadership and governance determines success of organisations of all types and their sustainability hence the interest in what effective leadership is and how it relates with effectiveness of organisations. Drawing from strategic leadership model and transformational leadership theory we examined the relationship between human capital focus and organisational effectiveness in a Kenyan context using cross-sectional survey of 133 managers in savings and credit cooperative societies. We found that leaders had a moderate human capital focus (M = 3.91, SD = .69), performance was moderate (M= 3.80, SD = .79) and that three leader human capital focus behaviors reported by followers: ‘considers my feelings before acting’( r = .324, p < .001), ‘sees that my interests are given due consideration’ (r= .216, p = 0.012)’, and ‘encourages me to be the best that I can be’(r = .508, p < .001), were positively and significantly related with organizational effectiveness while ‘behaves in a manner which is thoughtful of my personal needs’ (r = .044, p = .616 > .05) was not significantly related with organisational effectiveness. In particular, inspiring the followers including encouraging them to be the best that they can be had the strongest relationship with performance. Overall, human capital focus was moderately correlated with organisational effectiveness (r = .359, p <.001). In addition, consideration of feelings and encouragement of followers significantly influenced probability of satisfactory performance by increasing the odds of satisfactory performance by about two times (exp (B) = 1.904) and more than threefold (exp (B) = 3.301) respectively. However, ‘thoughtfulness’ and ‘attention of follower interests’ did not significantly influence the odds for organizational effectiveness (satisfactory performance) (thoughtfulness: Wald = 1.781, t = .182, exp (B) = .641; attention to follower interests: Wald = 1.409, t = .235, exp (B) = .745). These findings suggest that leaders should improve human capital focused behaviors in order to improve their performance because the practice of these behaviours and performance were only moderately satisfactory. Further, there is need to conduct further study to determine why leaders’ thoughtfulness of followers’ personal needs appeared not to significantly relate with performanceItem Organizational Factors and Performance of Dairy Cooperative Societies in Kenya(INTERNATIONAL JOURNAL OF INNOVATIVE RESEARCH AND DEVELOPMENT., 2019-09) Mwebia, Freda Karimi; Senaji, Thomas Anyanje; Mwambia, Felix G.In this exploratory study an assessment of the relationship between organisational factors performance of the dairy industry in Kenya for cussing on two dairy cooperative societies in Kiambu County which boarders the City of Nairobi, was conducted. The relationship between management, milk marketing and training of staff members; and the performance of dairy cooperative societies was examined. Through a descriptive census survey on a targetpopulation of 80 comprising management and staff was conducted using structured questionnaires to collect primary data. The findings form the 58 respondents were that performance ofdairy cooperative societies was significantly related with management (p < 0.05) and training (p < 0.05). However, the relationship between milk marketing and performance was insignificant at p < 0.05 but only significant at p <0.1). It was also found that while management style had a strong negative influence on performance (t = - 4.1874, p <0.001) both marketing, and training had positive influence on performance (Marketing: t = 1.732, p = 0.089; Training: t = 8.512, p <0.001). The implication of these findings are that managers and staff of dairy cooperatives need to adopt management style and marketing which would positively contribute to performance. The cooperatives should continue emphasizing training since it had the greatest influence on performance.