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 Disability Diversity Policy Implementation on Service Delivery among Chartered Universities in Kenya((IJPP) International Journal of Professional Practice, 2024) Charity Nyambura, Maina; Susan, Nzioki; Kenneth, MugambiDiversity entails embracing and recognizing the contribution of people with differences in education background, perspectives and experiences. Organizations have realized that they can attract and retain competent employees by embracing diversity. In Kenya, a diversity policy has been developed to guide the public institutions on the management of diversity at the workplace. The policy outlines the management of diverse workforce, such as persons with disability and ethnicity. However, there remains a notable research gap concerning the effect of diversity policies on service delivery in the universities. This study aimed at determining the influence of disability diversity policy implementation on service delivery in Chartered Universities in Kenya. The study was guided by the Social Identity theory, self-categorization and SERVQUAL model. Descriptive survey research design was adopted. The target population comprised eight Chartered universities in Kenya (both private and public) which were purposively selected; comprising 15,545 administrative staff and full-time lecturers. A sample size of 390 was drawn using the Yamane (1967) formula. Data was collected using questionnaires. Both validity and reliability of the research instruments were ensured. Inferential and descriptive statistics were adopted in the analysis. The findings of the study indicated that universities have a strong affirmative action policy for persons with disability. The study concluded that disability policy implementation established a positive and statistically significant effect on service delivery among chartered universities in Kenya. It recommends university management to collaborate with organizations dedicated to persons with disabilities, and to utilize accessible recruitment channels such as sharing job opportunities in braille, so as to attract individuals with disabilities. Furthermore, universities ought to enhance the accessibility of their premises by expanding the provision of assistive and supportive devices. The findings have implications to human resource practitioners in universities in enhancing quality service delivery by implementation of diversity policies.Item Gender Diversity Policies for Enhanced Service Delivery among Chartered Universities in Kenya((IJPP) International Journal of Professional Practice, 2024) Charity Nyambura, Maina; Susan, Nzioki; Kenneth, MugambiIntegrating gender diversity policies into organizational structures is vital for sustainable development and climate action. However, there is a notable gap in the implementation of these policies, especially in Kenyan chartered universities. This study evaluated the influence of gender diversity policy implementation on service delivery in Kenyan chartered universities. The hypothesis: there is no statistically significant relationship between gender diversity policy implementation and service delivery among chartered universities in Kenya, was tested. The researcher employed a descriptive survey design, and the target population was 15,545 administrative staff and full-time lecturers. Using stratified and purposive sampling techniques, the population was divided into teaching and non-teaching staff. Random sampling technique was used to select a sample size of 390 respondents, comprising of 120 teaching staff and 269 administrative staff was calculated using Yamane (1967) formula. A pilot study was conducted to test the validity and reliability of the research instruments. The study employed Self- administered questionnaires which were distributed for primary data. Data was analyzed using SPSS version 21. Findings revealed that universities with effective gender diversity policies demonstrated enhanced service delivery, efficiency and effectiveness. Descriptive analysis showed moderate correlation among variables, particularly supporting flexible working hours for nursing mothers, gender-mainstreaming awareness, and prohibition of sanctions related to pregnancy or marital status. Statistical analysis indicated a significant positive correlation (R = 0.514) between gender diversity policy implementation and service delivery. The study concluded that gender diversity policy implementation significantly enhances service delivery in Kenyan chartered universities. The study recommends that universities develop practical and comprehensive gender diversity framework, with continuous monitoring and evaluation, implementation, training, and sensitization programs that guarantee commitment to gender diversity initiatives.Item Employee Training and Public Service Delivery of Huduma Centres in Kenya(THE INTERNATIONAL JOURNAL OF BUSINESS & MANAGEMENT, 2021-08) Faith, Mwende Mutegi; Susan, Nzioki; George, King’oriahThe study examined whether Huduma centres are a success in eliminating corruption, petty bureaucracy and inefficiency in delivery of services in the public sector. The study sought to establish influence of employee training on public service delivery of Huduma centres in Kenya, and mediating variable of government policies. The study was anchored on servqual model, human capital theory and the new public model. Descriptive research design was used. The target population included branch managers, section supervisors and public customers of all the 52 Huduma centres in Kenya. Multi-stage probability sampling was used. A sample of 46 branch managers and 314 section supervisors were included using simple random sampling method. A total of 360 public customers were sampled using purposeful sampling. The study employed primary and secondary data. Primary data was obtained through self-administered questionnaires. Validity and reliability were determined through use of a pilot study. Secondary data was obtained from reviewing relevant literature and government statistics. Data analysis was done using both descriptive statistics and inferential statistics. Descriptive analysis measured and assessed numerical values of variables such as the mean and standard deviation. Cronbach’s alpha measured reliability. Inferential data analysis involved correlation coefficient (r) and multiple linear regression analysis. Study results showed a positive significant low linear association between employee training and public service delivery (PSD). There was a moderate linear association of the mediating relationship between government policies and PSD at 99% confidence level. Hypothesis results show that employee training has significance influence on PSD. Findings also show that, a unit increase in employee training leads to a unit increase in PSD. This shows that employee training practices motivate employees to work more hard. Moreso, government policies have a mediating relationship between employees’ training and PSD. The study recommends the government to reevaluate policies. Moreso, there should be proper implementation and use of human resource practices in Huduma centres so as to increase efficiency in the delivery of public service. Public organisations are urged to use guidelines provided by the strategy for human resources in the public sector, in order to avoid every ministry, from using its own regulations, norms and standards. Further research is recommended on more human resource practices in the public service.