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 Evaluation of Factors Affecting Implementation of Green Public Procurement Governments in Laikipia County Government, Kenya.(2018-08) Ngunjiri, Elijah MwangiGreen Public Procurement has been used as a tool to achieve environmental objectives by some countries especially in Europe. Public procurement in Kenya is estimated to account for between 70 and 80 percent of the national budget. This gives the government purchasing power to influence manufacturing and supply of green products for sustainable development. County governments in Kenya are allocated between 15 and 45 percent of the total country’s income. Despite all these finances Counties possess, many of them do not fully use their purchasing power to achieve environmental objectives. Laikipia County for example, did very well on procurement activities to be ranked the best performing entity in public procurement in Kenya in 2014, yet it did not have a similar identity on Green Public Procurement. It is this research gap that this study sought to fill. The purpose of this study was to evaluate the factors affecting implementation of Green Public Procurement in Laikipia County government. The study was guided by knowledge gap and buyers’ perception on green products as independent variables and implementation of Green Public Procurement as the dependant variable. Descriptive research design was applied in this study. The study targeted County governments in Kenya. The study population was 45 employees from Laikipia County government drawn from procurement and finance department. Primary data was collected by use of a semi structured questionnaire. The questionnaire was self administered. Descriptive statistics and statistical model of multiple regression were used in analysis of data .The study established that knowledge gap (0.561) and buyer’s perception on GPP (0.143) had a positive effect on GPP implementation with knowledge gap as the major one. The study recommends County governments to organize for compulsory training of its staff on GPP. They should conduct lifecycle costing of all products procured by the County governments so as to create the right perception on these productsItem Observed leverage and financial performance of listed firms in Kenya(2018) Maina, Leonard K.; Olweny, Tobias; Wanjau, Kenneth Lawrence https://orcid.org/0000-0002-3146-5324Capital structure management is one of the most crucial corporate financial management functions in a firm since appropriate debt policy is reported to maximize the value of a firm. Kenya is ranked second in Africa after South Africa in regards to financial deepness. This means that the cost of debt should not have adverse effect financial performance. This observation raises fundamental question: does debt financing leads to poor financial performance in Kenya? This research sought to investigate the role of observed leverage on financial performance of listed non- financial firms in Kenya. The study tested capital structure theories and therefore adopted a positivists approach, guided by causal research design. The study population was 35 non-financial sub-sector firms out of the 65 firms listed at the NSE, Kenya. 18 firms were excluded in this study since they belong to banking and insurance sub-sectors, which have a highly regulated capital structure. Secondary data collection sheet was used to collect data for each of the variables from audited financial statements of the listed firms for a 10-year period (2006-2015). Panel regression analysis revealed that observed leverage measured by (LDR) had a significant positive coefficient with performance metrics. However, the leverage measure using TDR showed a negative and significant role on performance metrics. This study recommends that for listed firms to improve their financial performance, they should use more long-term debts than short-term debts.Item Influence of Consumer Complaints Handling on Consumer Satisfaction in Dairy Milk Processors in Kenya(2019-02-24) Mwangi, Anne Wairimu; Kabare, Ndung’u; Wanjau, Kenneth Lawrence https://orcid.org/0000-0002-3146-5324The purpose of this study was to assess the influence of consumer complaints handling on consumer satisfaction in dairy milk processors in Kenya. The study population was 384 consumers from 15 major supermarkets chains in Kenya. Primary data was sought from consumers of processed dairy milk using a semi-structured self-administered questionnaire employing a mixed methods research design. Descriptive and regression analysis and regression analysis were conducted with the help of SPSS software. Majority of the respondents disagreed that their complaints were handled so well to their expectation. Respondents also disagreed that merchandisers were receptive to their complaints as consumers to their satisfaction. The results showed a weak positive relationship between complaints handling and consumer satisfaction. The beta value of the computed (composite index) scores of consumers’ complaints handling was 0.027 with a t-test value of 1.026 and significance level of 0.306. Dairy milk processors in Kenya had poor consumer complaints handling mechanisms. However, this seemed to have no reduction in consumer satisfaction in the products in question. The study recommended that dairy milk processors in Kenya had poor consumer complaints handling mechanisms.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 2. Mediating Effect of Stakeholder Roles on the Relationship between Destination Branding and Competitive Advantage in Kenya(2017-01) Rop, Wendy; Ogutu, Martin; Bichage, MethuselahStakeholders such as local communities and service providers have long been engaged in tourism planning, however, there is rare insights into stakeholder collaboration in destination branding (Pike and Page, 2014). This study examines whether stakeholder roles: Leadership, Brand Association, Brand Uniqueness, Co-creation and Perceived quality have a significant role as a mediating variable, between destination branding and competitive advantage. The study used random sampling of three hundred and eight tourism related business sectors across Nairobi, Nakuru, and Kisumu counties in Kenya. The Main Findings of the study are (i) Mediation effect of Leadership, brand association, Brand Uniqueness, Co-creation and Perceived Brand Quality with respect to independent and dependent variable are significant because their normal theory test for direct has a p value less than 0.05. This Concludes that Mediators referred to as Leadership, brand association, Brand Uniqueness, Co-creation and Perceived Brand Quality are partial mediators because there is reduction (not total elimination) from .6788 to .5709, .6788 to .5701, .6788 to .6088, .6788 to .6136, .6788 to .5476 of coefficient of X variable respectively. The results of the study will help with establishing strategies for the incorporation of the various stakeholders in destination branding strategies in the tourism industries.Item Planning expertise, variables influencing performance outcomes and management of wedding organization firms in Nairobi County, Kenya(University of Nairobi, 2015) Olanga, Christine; Bichange, Gesage; Murungi, CharlesBest practices are essential to the survival of Kenyan firms in tourism. Though diversification into wedding organisation has attracted investment from Kenyan entrepreneurs, hardly any information has been documented on them. This study evaluated wedding planning expertise, variables influencing performance outcomes and methods used to manage constraints. Wedding planning expertise ranked highly among wedding planning firms. Furthermore, the stepwise multiple regression model indicated that seven constraints influenced 94.7 per cent of the variance in wedding planning. Based on these results, event management firms can communicate performance and direct resources towards constraint elimination resulting in enhanced business performance and firm survival.