Department of Business and Economics
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Item “Influence of Perceived Service Quality on Customer Satisfaction amongst Dairy Milk Processors in Kenya”. International Journal of Research in Business and Social Science (2147-4478), 7, (4), 44-57. Found at https://sdbindex.com/Documents/index/00000289/00001-06310(2018) Mwangi, Anne Wairimu; Kabare, Ndung'u; Wanjau, Kenneth Lawrence https://orcid.org/0000-0002-3146-5324In today’s competitive retail market, as service quality improves, the customer’s expectation and lateral demand on service level is increased from time to time. Dairy milk processing firms in Kenya are struggling to get it right in providing service quality. This has created dissatisfied consumers and this has led to merging of some dairy milk processing firms and loss of jobs due to closure of some dairy milk processing firms. Therefore, this study aimed at filling this knowledge gap by examining the influence of perceived service quality on consumer satisfaction amongst dairy milk processors in Kenya. The study was guided by cross-sectional research design. The study population comprised of consumers who purchase processed dairy milk from major supermarket chains in Kenya. Primary data was collected from 384 respondents using a semi-structured questionnaire which was self-administered. Descriptive statistics and regression analysis were used to analyse data with the help of SPSS version 21. The results showed a positive and significant relationship between the perceived service quality and consumer satisfaction. Respondents indicated that, perceived service quality was consistent to their satisfaction. The findings showed that, consumers of dairy milk products had a high rating of service quality offered to them by dairy milk processors hence high satisfaction levels. The study therefore concluded that, perceived service quality is an important predictor of customer satisfaction. Milk processors must therefore strive to match and even exceed their customer’s product-service quality with what customers expect.Item Influence of Perceived Service Quality on Consumer Satisfaction amongst Dairy Milk Processors in Kenya(2018) Mwangi, Anne Wairimu; Kabare, Ndung’u; Wanjau, Kenneth Lawrence https://orcid.org/0000-0002-3146-5324In today’s competitive retail market, as service quality improves, the customer’s expectation and lateral demand on service level is increased from time to time. Dairy milk processing firms in Kenya are struggling to get it right in providing service quality. This has created dissatisfied consumers and this has led to merging of some dairy milk processing firms and loss of jobs due to closure of some dairy milk processing firms. Therefore, this study aimed at filling this knowledge gap by examining the influence of perceived service quality on consumer satisfaction amongst dairy milk processors in Kenya. The study was guided by cross-sectional research design. The study population comprised of consumers who purchase processed dairy milk from major supermarket chains in Kenya. Primary data was collected from 384 respondents using a semi-structured questionnaire which was self administered. Descriptive statistics and regression analysis were used to analyse data with the help of SPSS version 21. The results showed a positive and significant relationship between the perceived service quality and consumer satisfaction. Respondents indicated that, perceived service quality was consistent to their satisfaction. The findings showed that, consumers of dairy milk products had a high rating of service quality offered to them by dairy milk processors hence high satisfaction levels. The study therefore concluded that, perceived service quality is an important predictor of customer satisfaction. Milk processors must therefore strive to match and even exceed their customer’s product service quality with what customers expect.Item Influence of Perceived Product Quality on Customer Satisfaction amongst Dairy Milk Processors in Kenya(2019) Mwangi, Anne Wairimu; Kabare, Ndung’u; Wanjau, Kenneth Lawrence https://orcid.org/0000-0002-3146-5324In today’s competitive retail market, as service quality improves, the customer’s expectation and lateral demand on service level is increased from time to time. Dairy milk processing firms in Kenya are struggling to get it right in providing service quality. This has created dissatisfied consumers and this has led to merging of some dairy milk processing firms and loss of jobs due to closure of some dairy milk processing firms. Therefore, this study aimed at filling this knowledge gap by examining the influence of perceived service quality on consumer satisfaction amongst dairy milk processors in Kenya. The study was guided by cross-sectional research design. The study population comprised of consumers who purchase processed dairy milk from major supermarket chains in Kenya. Primary data was collected from 384 respondents using a semi-structured questionnaire which was self-administered. Descriptive statistics and regression analysis were used to analyse data with the help of SPSS version 21. The results showed a positive and significant relationship between the perceived service quality and consumer satisfaction. Respondents indicated that, perceived service quality was consistent to their satisfaction. The findings showed that, consumers of dairy milk products had a high rating of service quality offered to them by dairy milk processors hence high satisfaction levels. The study therefore concluded that, perceived service quality is an important predictor of customer satisfaction. Milk processors must therefore strive to match and even exceed their customer’s product service quality with what customers expect.Item Entrepreneurial Opportunity Discovery Dimensions and Growth of Non- Governmental Organizations in Kenya(2019-08) Tindika, Olive Kamene Ndeveni; Wanjau, Kenneth Lawrence https://orcid.org/0000-0002-3146-5324Non-Governmental Organizations (NGOs) play a critical role in addressing social ills like poverty, employment, and food insecurity; therefore, their growth prospects enhance their ability to address these social ills. Discovery of entrepreneurial opportunities amongst the agro-based NGOs has not got the desired attention, and it is the least researched area in social entrepreneurship. This study investigated the relationship between Entrepreneurial Opportunity Discovery Dimensions and Growth of Non-Governmental Organizations in Kenya. It employed correlation design and was anchored on the Kirznerian Entrepreneurship Theory. The target population was 135 agro-based NGOs in Kenya. A mixed-method approach was used, combined qualitative and quantitative techniques. Statistical Package for Social Sciences (SPSS) version 21 and Analysis of Moment Structures (AMOS graphic 25) aided in the analysis. Structural Equation Modeling (SEM) using AMOS and Simple linear regression analysis were the primary analysis techniques used to evaluate the relationship between entrepreneurial opportunity discovery dimensions and the growth of NGOs. The results indicated that alertness0.372, p=0.033)and prior knowledge (0.163, p=0.031) have a significant favorable influence on growth, while social networks 0.047, p=0.713) showed an insignificant effect on the growth of NGOs. Investing in acquiring alert individuals and helping them gain relevant knowledge in the 21sttechnologies and emerging issues can lead to increased NGO ability to continue serving the community effectively and be engines of development for the general good of Kenya.Item Relationship between empathy dimension and customer satisfaction in the insurance industry in Kenya(2019-10) Chege, Catherine Njoki; Wanjau, Kenneth Lawrence https://orcid.org/0000-0002-3146-5324; Nkirina, SeverinaThe Insurance industry is essential to the economic course of every nation attaining sustainable growth and prosperity. However, the industry continues to experience a marginal growth of 2.5% compared to the global real term growth of 4%. This study analyzed the relationship between employee empathy and customer satisfaction in the Kenyan insurance industry. The study was guided by the causal research design. The study applied the linear mixed-effect models of structural equation modeling (SEM) considering the multi-level structure of the data collected. The study concluded that a client who perceives empathy from his/ her insurer’s employees is bound to have higher satisfaction than a customer who does not perceive empathy from their insurer. Employee empathy however, does not significantly affect the variations of customer satisfaction between the insurance companies.Item Moderating Role Of Entrepreneurial Training On The Relationship Between Government Regulations And Entrepreneurial Orientation Of Small And Medium Enterprises In Kenya(2014-07) Kimando, Lawrence .N.; Wanjau, Kenneth Lawrence https://orcid.org/0000-0002-3146-5324; Sakwa, Maurice; Kihoro, John M.Small and Medium Enterprises in Kenya, play a key role in the economic development, being the source of income generation through the provision of new job opportunities, industrial change and innovation, stimulating competition and wealth creation. In the present economy, SMEs are facing tremendous challenges and threats to survive in environment that is very competitive hence the need to improve on their technological advancement and innovation and the understanding of regulations set by the government in order to stay in a competitive environment. The government of Kenya has introduced many regulations that have influenced the entrepreneurial orientation of SMEs both in the service and manufacturing sectors.The Alcohol Act 2010 seeks to regulate the alcohol production and sales. The aim of this study was to establish moderating role of entrepreneurial training on the relationship between government regulations and entrepreneurial orientation of small and medium enterprises in Kenya. The study targeted 115 owners/managers of alcohol retailing SMEs who have been in business for the last five years and are members of Pub, Entertainment and Restaurant Association of Kenya (PERAK). Qualitative and quantitative techniques were used to analyze both descriptive and inferential statistics.Item Performance of Incubator Centre’s in Kenya: The Pivotal Pole of Entrepreneurial Panagement(2018-06) Jane Kinya, Miriti; Wanjau, Kenneth Lawrence https://orcid.org/0000-0002-3146-5324; Omondi, HumphreyGlobally, countries are strategically positioning themselves for market leadership due to dynamic business environment. Entrepreneurial spirit is seen as the strategy that will deliver this agenda. This spirit, is believed to be behind the innovative business that revolutionizes the business world. In a dynamic and complex environment, the success of any business is pegged on the entrepreneurial operations of a firm. Entrepreneurial-oriented firms have been proven to be ahead of competition because they are always introduced new products and services and in turn improve their financial results. Scholars believe that learning and development can occur amongst people who actively engage in a common enterprise. This makes learning empowering and productive and thus sustains entrepreneurial orientation. This in turn produces communities of entrepreneurial practice. The role of the entrepreneurial manager is to nurture communities of growth-oriented firms where entrepreneurial learning takes place. The purpose of this study is to assess the relationship between entrepreneurial management and performance of incubator centres in Kenya. The study used a correlation design because it focused on a causal-effect relationship. The study population was 41 incubator managers in Kenya. After missing data analysis two respondents were expunged leaving 39 respondents. Secondary data was obtained from published sources such as company reports, manuals and research done by other scholars. Structural Equation Modelling (SEM) approach was used to analyze the measurement model and test the hypothesized relationship in this study. Simple linear regression model was used to measure the strength of the relationship between entrepreneurial management and performance incubator centre in Kenya. The joint effect model results indicated that entrepreneurial management had a significant relationship with performance of incubator centre.Item Tag Archives: Information Security A Configurational Approach of the Relationship between Information Security Management and Performance of Small and Medium Enterprises in Kenya(European - American Journals, 2014-07) Ndung'u, Stanley; Wanjau, Kenneth Lawrence https://orcid.org/0000-0002-3146-5324; Gichira, Robert; Mwangi, WaweruEnterprises corresponding to a backbone of a modern society recognize information security management (ISM) as one of business management factors.Companies suffer significant financial and reputational damage due to ineffective information security management, severely impacting their performance and market valuation. Information security is vital for protecting important assets of organizations, including the information resources and the organization’s reputation. SMEs have the capacity to achieve rapid economic growth and in Kenya they employ about 85 percent of the Kenyan workforce. The need to link ISM with performance has become especially important for firms striving to achieve superior performance. However, there have been little documented evidences that existed for specific relationships between ISM and SME performance. To better understand this relationship, this paper takes a holistic approach guided by a cross-sectional research design. Using the hierarchical and moderated multiple regression (MMR) analyses, the theoretical models and hypotheses in this study were tested based on empirical data gathered from 94 SMEs that participated in the 2013 Top 100 Survey. The results revealed that entrepreneurial orientation significantly moderated the relationship between information security management and performance of SMEs. This study will enhance the skill set in Kenyan SMEs, producing a more sustainable solution, as well as contributing to the open literature.Item Moderating Effect Of Entrepreneurial Orientation On The Relationship Between Human-Related Information Security Issues And Firm Performance In Kenya(ASIAN ACADEMIC RESEARCH J O U R N A L O F S O C I A L S C I E N C E & H U M A N I T I E S, 2014-08) Ndung'u, Stanley; Wanjau, Kenneth Lawrence https://orcid.org/0000-0002-3146-5324; Mwangi, Waweru; Gichira, RobertBy having an effective organizational information security culture where employees intuitively protect corporate information assets, SMEs could improve information security. Research has also identified information security awareness and training as important parts of information security and stated that increasing awareness of security issues is the most cost effective control that a firm can implement. SMEs have the capacity to achieve rapid economic growth. In Kenya they employ about 85 percent of the Kenyan workforce. The need to link human-related information security issues with performance has become vital for firms striving to achieve superior performance. However, there have been no rich literature linking the two. Also SMEs have a weak understanding of information security, security technologies and control measures. To better understand this relationship, this paper was guided by a cross-sectional research design. Using the hierarchical and moderated multiple regression (MMR) analyses, the theoretical models and hypotheses in this paper were tested based on empirical data gathered from 94 SMEs that participated in the 2013 Top 100 Survey. The results revealed that entrepreneurial orientation significantly moderated the relationship between human-related information security issues and firm performance in Kenya. This study will enhance the skill set in Kenyan SMEs, producing a more sustainable solution, as well as contributing to the open literature.