Master of Business Administration
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Item Corporate Reputation Strategies and Service Delivery in National Police Service in Nairobi, Kenya(KeMU, 2024-09) Chachah, Marianne Wanjiru;The research evaluated the nexus between corporate reputation strategies and service delivery in the National Police Service (NPS) in Nairobi County, Kenya. The research focused on the influence of corporate social responsibility, community policing, crisis communication and corporate branding on service delivery in NPS in Nairobi County. The research was supported by stakeholder, Aarkers brand equity, SERVQUAL model and situational crisis communication theories. Ex post facto research design was utilised to source and analyse data needed. The study targeted 3000 police officers distributed among fourteen (14) police stations in Nairobi County. The police stations were the unit of analysis while the police officers in each station formed the unit of observation. The sample size was 143 police officers selected based on stratified random sampling was adopted to pick the unit of observation where police officers in the stations were grouped into departments within the police stations; customer care, complaints, internal affairs, community policing, traffic and criminal investigation based on stratified random sampling. Data was sourced using structured questionnaires and analysed based on Statistical Package for Social Sciences. Multivariate regression model was employed to evaluate the strength of the nexus between service delivery and corporate reputational strategies in NPS. Corporate social responsibility had a direct but not significant influence on service delivery. The effect of community policing on service delivery was positive and significant. Crisis communication had a positive and significant effect on service. Finally, corporate branding had a positive and significant effect on service delivery. The study concluded that corporate reputational strategies had a major influence on service delivery in NPS in Nairobi County, Kenya. The study recommends that those in charge of police units should encourage staff to take part in corporate social responsibilities, to allocate budgets and have staff participate in community policing activities, put in place crisis communication strategy and associated tools and to continue implementing branding activities at the NPS to improve its image. Such would aid in improving the image of the NPS in the eyes of the public and enhance service delivery to the population needing police services in Nairobi County, Kenya.Item Influence of Customer Service Strategies on Organisational Performance among Private Universities in Kenya(kemu, 2023-06) KURIA, PURITY WANGUIOrganizational performance is the extent to which the firm realizes its goals within a given period of time. Customer service strategies are very important for any organization that would like to improve its organizational performance. Gopal and Aggarwal, (2021). The study aimed at determining the influence customer service strategies on organizational performance of private universities in Kenya. The study was guided by customer service, assimilation and attribution theories. The objectives were establishing influence customer acquisition, service delivery customer retention and customer recovery on organization performance of private universities in Kenya. The research used descriptive cross sectional design. The target population was 172 respondents from the targeted private universities in Kenya. Stratified random sampling approach was used to determine the sample of 124 participants. Data was collected using questionnaires. For the determination of reliability, Cronbach alpha was adopted. For the analysis of data, quantitative approaches using Statistical Package for Social Sciences (SPSS version 23.0) was adopted to generate inferential and descriptive statistics results. Upon the analysis of data, data presentation was done by use of frequency tables. The study outcome revealed an existing positive and significant correlation between customer acquisition, service delivery, Customer Retention and customer recovery and organization performance in private universities in Kenya. This proves that, when customer acquisition, service delivery, customer retention and customer recovery are enhance, the organization performance in private universities in Kenya also greatly improves. The study therefore recommended that, Universities leadership should start implementing customer acquisition, customer retention and service strategies, to spearhead positive results. The recommendations were that improved university communication to possible clients and increased attention on customer feedback was critical for institutional success and customer retention. In addition, institutions should enhance customer recovery strategies to enhance financial performance.