SU+ Digital Repository

SU+ is an online repository for the preservation and promotion of assorted digital content at Strathmore University

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[ISSN 2519-5883]
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Now showing 1 - 5 of 8

Recent Submissions

The Effect of service quality on customer loyalty in mobile money lending financial technology companies in Kenya: a case study of branch international
(Strathmore University, 2019) Kadii, Yasmin
The number of financial technology mobile money lending companies continues to grow exponentially in Kenya. The nature of the services offered is unique because these companies have no physical offices where their customers can visit for customer care services or telephone contacts that customers can call if they have problems with the service. This study, therefore, sought to examine the effect of service quality on customer loyalty in mobile money-lending financial technology companies in Kenya with a special focus on Branch International. The study used the SERVQUAL model as its measure of service quality. The study used a descriptive survey design. The target population in the study comprised 1,183,945 Branch customers which was conveniently sampled. The study also used Cochran's method of simple random sampling to achieve a sample size of3 84 customers. The study used a questionnaire to collect quantitative data. The data collected was so11ed, cleaned, and coded into SPSS version 21 for further analysis. The data were analyzed using descriptive and inferential methods like linear regression analysis. The study findings revealed that Branch's customers had high expectations of tangibility, reliability, responsiveness, assurance, and empathy. Further, the study determined that Branch's customers had a high perception of Branch’s tangibility, reliability, and responsiveness even though these perceptions fell shm1 of their expectations. The study also determined that Branch's customers had a moderate perception of the company's assurance and empathy. The study found that the perception of the Branch's services fell short of the customers' perception in all service quality dimensions. The results of the regression analysis determined that all the service quality dimensions had a positive effect on customer loyalty (75.8%). Further, the study determined that tangibility had the highest influence on customer loyalty, followed by responsiveness and reliability. Assurance and empathy were found to have positive but small influences on customer loyalty. The study recommended that Branch International should improve its service quality dimensions especially assurance and empathy so that it can inspire more customer loyalty.
A Blockchain-based prototype for cybersecurity threat intelligence sharing: a case of Kenyan banking and insurance financial institutions
(Strathmore University, 2021) Kibuci, Wanjohi Stephen
Cybersecurity threats to financial institutions have become more sophisticated and challenging to deal with. The growing dependence of financial institutions on cyberspace makes cybersecurity preparedness against threats important to achieve a financial institution's mission and vision. In this context, cybersecurity preparedness is the process in which a financial institution can protect against, prevent, mitigate, respond to, and recover from cyber threats. Traditionally, most organizations share threat intelligence through ad hoc methods such as emails and phone calls but there is a need to automate threat intelligence sharing where possible to improve cybersecurity preparedness. To address this issue, and enhance cybersecurity and trust, a blockchain-based approach can be employed to share threat intelligence. This study aims to leverage blockchain technology by developing a prototype to automate cybersecurity threat intelligence sharing in financial institutions. The study used a quantitative approach in data collection using structured online questionnaires with close-ended questions and open source datasets and data analysis using several analytic tools. The prototype has been developed using the Rapid Application Development software development methodology using open-source Oracle Virtual Box that runs on Linux Operating System
The Ability of students undertaking the Master of Business Administration course to apply the transformational leadership style: a case of Strathmore Business School Students
(Strathmore University, 2014) Omukoko, Sellah Shimwenyi
The role of transformational leadership in organizational development is one of the determinants for investments by firms and individuals in training. Transformational leadership elevates the minds and hearts of individuals and enlarges their vision, insights, and understanding in a self-perpetuating, and momentum-building manner. Therefore, training business leaders to offer transformational leadership provides the opportunity for organizational development in a sustainable way. This study assessed the enhancement of transformational leadership in organizations with regard to Strathmore Business School (SBS) students. SBS is at the forefront of developing transformative business leaders in -anticipation that the students will be transformed and in turn change the way of running businesses. This study therefore aimed at analysing the ability of students enrolled in the Master of Business Administration course (MBA) at SBS to apply the transformational leadership style at their workplaces while undertaking the course in SBS. The specific research objectives were; to examine the ability of students to spur the idealized influence of a leader in the organization; to establish the extent to which students apply the inspirational motivation of a leader in the organization; to determine the ability of students to drive intellectual stimulation of a leader in the organization and to investigate the ability of students to apply individualized consideration of a leader in the organization. The research design was descriptive. A quantitative sampling design was applied and a stratified random sample of 55 respondents was drawn from the population. Quantitative and qualitative data were collected from 2nd year MBA 2014 and the graduating class of MBA 2014. The data were analysed using factor analysis, correlation matrix, and content analysis. The results of the study indicate that the respondents apply the idealized influence of transformational leaders. They aligned personal values to the organizational mission by having rigorous induction, which synchronized the organization's values with personal values. This helped to build strong brands and allowed team participation in policy-making that helped to harmonize personal values and the mission. They cited personal values such as integrity, honesty, and respect that their organizations also believed in and encouraged everyone to practice. A further area of study includes a comparison with similar programs at other private universities in Kenya and/or the same study cantered to SBS alumni.
Examining the sustainability and impact of an innovative community pharmacy model in expanding access to non-communicable disease medicines in Nairobi, Kenya
(Strathmore University, 2021) Musyoki, Rebecca
As the burden of non-communicable diseases (NCDs) continues to rise globally, low- and middle-income countries are increasingly appreciating the role of primary health care (PHC) facilities in early screening, detection, and disease management However, PHC is poorly funded in most countries, resulting in capacity and operational challenges. In response, innovative models have legal emerging, including commw1ity-linked initiatives. This study sought to examine an innovative revolving fund community pharmacy model established to support the fight against NCDs in Nairobi. The study employed a qualitative approach to examine the role the community pharmacy played in expanding access to NCD medicines and explore its sustainability and perceived impact. Data were collected from patients, management committee, and providers through in-depth interviews, and analysis was conducted using a thematic framework approach. The study revealed that the actor ecosystem (management, PHC facility staff, and community members) generally understood the key model features, including its operations and financing. There was general agreement that the community pharmacy had promoted access to NCD medicines across key groups. Analysis of sustainability factors (outcome-based advocacy, systems orientation, community linkages, vision focus balance, and infrastructure development) suggested that the model was relatively sustainable. The stl1dy recommends that for better sustainability, a policy full-network for the operation of this community pharmacy may be required and should include· a regulation and oversight framework, monitoring, evaluation mechanisms, and community and stakeholder engagement protocols. In addition, the sh1dy recommends community pharmacies as partnerships to have shared vision and goals with realistic strategic plans detailing how to achieve them.
Effects of total quality management principles on employee performance: a case of Aga Khan University Hospital, Nairobi.
(Strathmore University, 2021) Kasyoki, Nicholas Nyamai
Private healthcare institutions continually seek to provide a harmonious working environment where employees can ex-press their best attributes. Healthcare institutions are always trying to maximize employee output to maximize profits and compete in a competitive market. One way of n1axi1nising ei1lp1oy·ee Olttpnt is tlrroust tlt-e application of Total Quality Management (TQM). The main objective of this study was to assess the effect of Total Quality Management principles on healtl1eare personnel's performance and output at AKUHN. The specific objectives of this research were to determine the extent to which employee involvement affects the performance of healthcare staff at AKHUN and establish the extent to which teamwork affects the performance of healthcare staff at AKUHN. The study utilized a descriptive design and a positivism paradigm linked to a quantitative techniq11c to address the research objectives. A implosive sample of 132 participants was recruited to participate in this study. Structured online questionnaires were utilized in data collection. The collected data were analyzed using SPSS and Microsoft Excel software. Descriptive statistics were used to summarize the variable, while regression analysis assessed the relationship between the dependent and independent variables. The analysis findings indicated a significant positive relationship between teamwork .and employee performances. Employee involvement had a positive but significant relationship with employee performance. This study was limited to only one institution, and only two TQM principles among the eight studied elsewhere. The study findings add to the pool of knowledge about the effects of TQM principles on employee performance for quality healthcare service. Future research could consider expanding the study scope to get an accurate representation of the subject matter.