School of Business and Economics
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Item Influence of Digital Financial Services On Financial Inclusion Among Women-Owned Enterprises in Kajiado Central Sub-County(KeMU, 2026-09) SARAFINO LEPARMARAIFinancial inclusion aims to close gaps in the access enterprises have to financial products and services, though uptake remains weak among businesses owned by women. Figures reveal that merely 15.6% of SMEs obtain bank credit, whereas only 10% have fully woven digital financial services into their transactions. Numerous SMEs still encounter difficulties when trying to reach financial services, which raises their exposure to financial exclusion. In response, a range of digital financial services has been rolled out and taken up by small enterprises. This study explored how digital financial services influence financial inclusion among women-owned enterprises in Kajiado Central Sub-County. In particular, it evaluated the impact of digital payment, withdrawal, savings, and credit services. The research drew on financial intermediation theory and technology acceptance model (TAM) together with rational choice theory and employed a quantitative explanatory survey research design. Altogether, 138 questionnaires were issued to respondents in chosen women-owned enterprises in Kajiado Central Sub-County, of which 116 were filled out and returned, producing a response rate of 84.1%, deemed sufficient for analysis. Results reveal that digital payment systems enjoy broad acceptance and are viewed as advantageous. A positive link between digital payments and financial inclusion underscores their part in boosting transaction efficiency, broadening access to financial services, and bringing women-owned enterprises into the formal financial system. The research likewise established that having withdrawal point’s close by sustains business operations by allowing easy conversion of digital funds into cash. The favourable influence of digital withdrawal services implies that better access strengthens entrepreneurs' capacity to make effective use of financial services. Moreover, digital savings services were found to encourage consistent saving habits through incentives like interest earnings, bonuses, and rewards. A robust positive link between digital savings and financial inclusion shows that these services carry a considerable impact relative to other variables. In addition, digital credit services were demonstrated to deliver quicker loan approvals and wider accessibility than conventional lending systems. Regression outcomes verified that digital credit exerts a statistically significant effect on financial inclusion. The study concludes that digital financial services payments, withdrawals, savings, and credit perform a meaningful and mutually reinforcing role in strengthening financial inclusion among women entrepreneurs. Their accessibility, efficiency, and user-focused features render them potent instruments for economic empowerment. The study recommends that policymakers and financial service providers broaden digital infrastructure, especially agent networks and ATM coverage, to enhance accessibility. Financial institutions ought to improve digital savings products via incentives and user- friendly features, while digital credit systems should emphasize affordability, transparency, and responsible lending. Lastly, targeted financial literacy programs are vital to furnish women entrepreneurs with the knowledge and skills required to fully harness digital financial services.Item Effect of Organizational Culture On Performance of Manufacturing Industries in Nairobi County, Kenya(The Strategic Journal of Business & Change Management,, 2025-09) Ogeto Anna Bochere; Gichunge Evangeline; Kituku GladysThis study examined organizational culture on performance of manufacturing industries in Nairobi County. A descriptive research design was employed, targeting a sample drawn from manufacturing companies registered under the Kenya Association of Manufacturers (KAM). Data were collected through structured questionnaires administered to managers who are directly linked to change management from selected firms in Nairobi County. The quantitative data collected were analyzed using the Statistical Package for Social Sciences (SPSS). Descriptive statistics were used to summarize demographic characteristics and key study variables, while inferential statistical techniques, including the Pearson correlation and the multiple linear regression, were used to establish the strength and significance of the relationship between organization culture and performance. The findings revealed that organizational culture had a statistically significant influence on the organizational performance. The study concluded that effective organizational culture significantly contributes to improved organizational performance in the manufacturing sector. It recommended that manufacturing firms should continuously invest in inclusive culture to facilitate successful change initiatives.Item Influence of Strategic Change Management Approaches On Organizational Performance in Selected Manufacturing Industries in Nairobi County(KeMU, 2026-03) OGETO ANNA BOCHEREThe dynamic internal and external environments within Kenya’s manufacturing sector require organizations to adopt strategic change management approaches to improve performance and sustain competitiveness. This study explored how various strategic change management practices affect organizational performance among selected manufacturing firms in Nairobi County, specifically investigating the effects of leadership styles, communication strategies, employee involvement, and organizational culture on organizational performance. A descriptive research design was adopted, targeting managers from manufacturing firms registered under the Kenya Association of Manufacturers (KAM) in Nairobi County, where a sample of 60 managers was selected and 52 responded. Primary data collected using structured questionnaires administered to managers directly involved in strategic change initiatives, Quantitative data were analyzed using SPSS. Descriptive statistics summarized demographic characteristics and study variables, while inferential statistics, including Pearson correlation and multiple linear regression, examined the relationships between strategic change management approaches and organizational performance. The findings revealed that leadership style (β = 0.42, p < 0.01), communication strategies (β = 0.35, p < 0.05), employee involvement (β = 0.31, p < 0.05), and organizational culture (β = 0.38, p < 0.01) all had statistically significant positive effects on organizational performance, and the regression model demonstrated strong explanatory power (R2 = 0.72), indicating that the four predictors collectively explained 72% of the variance in organizational performance. The study concludes that effective implementation of strategic change management approaches enhances organizational performance in manufacturing firms and recommends that firms invest in leadership development, improve communication processes, foster an inclusive culture, and actively involve employees in change initiatives to ensure successful organizational performance.Item Strategy Implementation and Performance of Commercial Banks in Kenya(KeMU, 2025-10) Mwamsindo, Rita ChagaThe 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.Item Alternative Banking Strategies and Organizational Performance of Tier Three Banks in Nairobi, Kenya(KeMU, 2025-09) Kinyua, Robert MuchiriThe 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.Item Christian Affiliated Guesthouse Attributes and Customer’s Choice Behaviour in Nairobi County, Kenya(KeMU, 2025-07) Nyaga, Dorothy KathambiChristian-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.Item Effect of Employee Training On Service Quality in Public Catering Institutions in Nairobi County(KeMU, 2025-10) Yegon, Erustus KibetService 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.Item Influence of Strategy Implementation On Performance of Hotel Industry in Kenya: A Case Study of Accor Group Hotels in Kenya(KeMU, 2025-10) Mukiri, Judy FrancisThe 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.Item Influence of Public Private Partnership Drivers On Performance of Renewable Energy Projects in Kenya(KeMU, 2025-10) CHAMDANY, PHILIPH K.AThe 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.Item Effect of Electronic Payment System On Revenue Collection Performance of County Government of Kajiado, Kenya(KeMU, 2025-10) Saigilu, Jonathan RayianiThe 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.