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 Environmental Dynamism on the Relationship between Opportunity Evaluation and Growth of NGOs in Kenya.(Spirit Infestify, 2020-06) Tindika, Olive Kamene Ndeveni; Wanjau, Kenneth Lawrence https://orcid.org/0000-0002-3146-5324; Kariuki, George; Muchiri, JosephThis study explored the moderating role of Environmental Dynamism (ED) on the relationship between opportunity evaluation and growth of agrobased Non-Governmental Organisations (NGOs) in Kenya. These NGOs play a critical role which includes poverty reduction, through employment creation and food security and therefore their growth is fundamental in continuing to serve the society. Agrobased NGOs in Kenya, operating in dynamic business environments face greater levels of unpredictability and turbulence than those in more stable business environments. The need to link opportunity evaluation and growth is very important for organisations to attain growth. To better understand this relationship, this paper employed a mixed method approach guided by cross-sectional research design. Quantitative and qualitative techniques were employed to analyse the data from 124 agro-based NGOs in Kenya using SPSS version 21 and AMOS graphic analytical software. Structural Equation Model (SEM) was used to analyse the measurement model and test the hypothesized relationships in this study. The study established that, opportunity evaluation has a significant and positive influence on growth of agrobased NGOs and that ED moderates this relationship. The findings are critical to the NGO management who are the core implementers of entrepreneurial projects that satisfy the donors and targeted communities. This study also enriches the social entrepreneurship literature by demonstrating the role of ED on the growth of agrobased NGOs in Kenya and provides a new perspective of conceptualizing development of NGOs in Kenya.Item Technological innovation promoters, service quality practices and performance of SACCOs in Kenya(2020-07) Otii, Leonard Omondi; Wanjau, Kenneth Lawrence https://orcid.org/0000-0002-3146-5324; Omondi, HumphreyThe programmed co-operative enterprises’ innovation initiatives in Kenya have been below their expectations of customers. The majority (60%) of the customers are satisfied by banking and related financial services offered by co-operative enterprises in Kenya. This is below the expectations of what the customers perceive and what is realized at the point of service delivery. This study sought to provide insights into the relationship between technological innovation promoters and performance by empirically testing the direct effect of technological innovation promoters on performance and exploring the moderation effects of service quality practices. The study is anchored on the promoter theory and collective entrepreneurship concept. The study used a self-administered questionnaire to Chief Executive Officers of 158 Savings and Credit Co-operative Societies (SACCOs). Data were analyzed by employing Statistical Software for Social Sciences (SPSS) Version 22 and structural equation modeling using AMOS version 25. The hypotheses were tested using structural equation modeling and hierarchical moderated multiple regression (MMR). Overall, the study found out that, technological innovation promoters have a positive influence on the performance of SACCOs in Kenya, and service quality practices (R2 change) is 0.153. This implied that the moderating effect of service quality practices gained 15.3% variance in the SACCOs above and beyond the variance by technological innovation promoters and performance. This study concludes that an integrative model comprising of technological innovation promoters, service quality practices and performance is a sure way of enhancing collective entrepreneurship and recommends that SACCO management together with their partners should deliberately nurture a customer relationship management culture that will enable them to realize positive performance that has been influenced by service quality practicesItem “Process Innovation Promoters, Firm Performance and Moderating Role of Service Quality Practices in SACCOs in Kenya(Center for Promoting Ideas, 2020) Otii, Leonard Omondi; Wanjau, Kenneth Lawrence https://orcid.org/0000-0002-3146-5324; Omondi, HumphreyThe purpose of the study was to explore the relationship that exist between process innovation promoters and the performance of SACCOs in Kenya and the moderating effect of service quality practices. The primary data was collected from the Chief Executive Officers of the deposit taking SACCOs where a semi-structured questionnaire was administered. Data were analysed by employing Statistical Software for Social Sciences (SPSS) Version 22 and structural equation modelling using AMOS version 25. The hypotheses in this study were tested using structural equation modelling and hierarchical moderated multiple regression (MMR). Overall, the study found out that, Process innovation promoters have positive influence on performance of SACCOs in Kenya. The study also found out that, service quality practices (R2 change) is 0.115 implying that the moderating effect of service quality practices gained 11.5% variance in the SACCOs, above and beyond the variance by process innovation promoters and performance. The study recommends that, SACCO management together with their partners should deliberately nurture a customer relationship management culture that will enable them realize positive performance that has been influenced by service quality practices and again SACCOs need to invest in an effective innovation process that will enable more employees graduate as process innovation promoters who will purposely focus on how service quality practices can be part of the firm culture and hence improving on their performance.Item Relationship between process innovation, entrepreneurial passion and performance of pharmaceutical manufacturing firms in Kenya.(Strategic Studies in Business and Finance, 2023-09) Maina, Kanyi Joseph; Wanjau, Kenneth Lawrence https://orcid.org/0000-0002-3146-5324; Kyalo, TeresiaThe study explores the impact of entrepreneurial passion on process innovation and firm performance, based on self-efficacy theory. Relevant hypotheses were proposed, and the promotion mechanism of entrepreneurial passion on process innovation and enterprise performance was analyzed. A survey of 150 Kenyan firm owners/managers was conducted, and the results showed that process innovation has a significant positive effect on performance. Entrepreneurial passion is a significant moderator of the relationship between process innovation and performance, with firms with higher levels of passion achieving greater performance from implementing process innovation. This suggests that entrepreneurial passion can guide entrepreneurial persistence and promote enterprise performance by stimulating positive emotions and creativity. The study suggests that effective management of process innovation can enhance performance and encourage more entrepreneurial behavior in competitive business environments.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.