SU+ Digital Repository

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

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Conferences / Workshops / Seminars + 474
Documents and Proceedings of Conferences, Seminars, Workshops (and more) held at Strathmore University
Digital Archives 178
Assorted collections of resources covering various subject themes contributed by Faculty and Library Staff
Reports / Policies + 10
Public reports and policy documents
Research / Researchers / Publications 4643
Researcher Profiles / Conference presentations / Published research articles / Faculty and Corporate research outputs
Strathmore Heritage Collection 41
A digital chronicle of the History of the University presented through a mix of pictures, videos and digitized publications

Recent Submissions

Stakeholder engagement strategies and their influence on healthcare service delivery: a mixed-methods study across multispecialty private hospitals in Nairobi, Kenya
(Strathmore University, 2026) Prakash, S.
Level 5 private hospitals in Nairobi face persistent healthcare service delivery challenges, including patient waiting times 35% above regional benchmarks, care coordination failures in 63% of facilities, and crisis preparedness deficits in 82% of hospitals. While stakeholder engagement is known to improve healthcare outcomes, research has predominantly examined public-sector settings, leaving a critical evidence gap for market-driven private hospitals. This study examined how stakeholder engagement strategies influence healthcare service delivery across Level 5 private hospitals in Nairobi, and whether WHO-style tabletop discussion characteristics moderate these relationships. Anchored in Stakeholder Theory and Complex Adaptive Systems (CAS) Theory, and guided by a pragmatist philosophy, the study employed an explanatory sequential mixed-methods design. A cross-sectional survey of 144 respondents (administrators, medical staff, and patient representatives) across all 11 licensed Level 5 private hospitals in Nairobi constituted the quantitative phase. Hierarchical multiple regression and Hayes’ process macro tested direct and moderating effects. Eight semi-structured key informant interviews, analysed through NVivo 14 content analysis, formed the qualitative phase to explain and contextualise the statistical findings. All three engagement strategies positively and significantly predicted healthcare service delivery. The stakeholder power and influence matrix was the strongest predictor (β = .289, p = .038), followed by engagement mechanisms (β = .261, p = .024) and stakeholder mapping (β = .241, p = .021). Together, the three strategies explained 59.0% of the variance in service delivery outcomes (R² = .590). WHO-style tabletop discussion characteristics significantly moderated all three relationships, adding 6.9% incremental explanatory power (ΔR² = .069, p = .000), with the strongest moderating effect on the power and influence matrix relationship (β = .168, p = .009). Qualitative findings corroborated and contextualised these patterns, revealing that power asymmetries, trust-based communication cultures, and proactive simulation scheduling were key institutional determinants of service delivery quality. Structured stakeholder mapping, power-aware governance, and formalised engagement mechanisms are indispensable determinants of service delivery quality in Nairobi’s private hospitals. WHO-style tabletop discussions function as a significant amplifying mechanism for all engagement strategies. Hospitals should institutionalise stakeholder registries, dynamic power mapping, digital engagement platforms, and scheduled simulation exercises. Regulatory bodies should embed stakeholder engagement standards within hospital accreditation frameworks. Keywords: Stakeholder engagement, healthcare service delivery, tabletop discussions, private hospitals, power and influence matrix, mixed methods, Kenya
The Effect of alternative payment models on the securing of consultancy services by early-stage startups in Nairobi County
(Strathmore University, 2026) Kamotho, K.
Early-stage startups often face significant resource constraints and limited managerial experience, which hinder their ability to effectively address complex business challenges such as market competition, financial instability, and operational uncertainty. Consequently, consultancy services play a crucial role in bridging this gap by providing startups with specialized knowledge and strategic guidance necessary for survival and growth. However, despite their importance, the utilization of consultancy services among early-stage startups remains relatively low, largely due to affordability challenges and rigid payment structures. The main objective of this study was to evaluate the effect of alternative payment models on the securing of consultancy services by early-stage startups in Nairobi. The specific objectives were to examine the effects of equity-based compensation, deferred payments, and revenue-sharing agreements on the securing of consultancy services by early-stage startups in Nairobi. The study was guided by Agency Theory and Social Exchange Theory, which explain how alignment of interests and reciprocal relationships influence engagement between startups and consultants. A positivism research philosophy and a descriptive cross-sectional survey design were adopted. The target population comprised owners and managers of early-stage startups in Nairobi. Primary data were collected using structured questionnaires and analyzed using the Statistical Package for Social Sciences (SPSS), employing both descriptive and inferential statistical techniques, including regression analysis. The findings of the study revealed that all three alternative payment models have a positive and statistically significant effect on the securing of consultancy services. Revenue-sharing agreements were found to have the strongest influence, followed by equity-based compensation and deferred payments. The results further indicate that startups are more likely to secure consultancy services when compensation structures reduce immediate cash flow pressures and align consultant incentives with long-term business performance and growth outcomes. The study concludes that alternative payment models are effective mechanisms for improving access to consultancy services among early-stage startups in Nairobi. It is recommended that startups adopt structured and well documented alternative payment arrangements to enhance access to expertise, while consultants are encouraged to embrace flexible compensation models that support startup growth.
Effect of idealised influence on employee engagement among Deposit Taking Savings and Credit Cooperative Organizations (SACCOs) in Nairobi, Kenya
(Strathmore University, 2026) Diah, J. A.
This study investigates the connection between idealized influence and employee engagement, specifically exploring how leadership trust, authenticity, shared values, and the quality of leader-member exchange influence this relationship. Deposit-Taking Savings and Credit Cooperative Societies (DT-SACCOs) face a competitive environment where employee engagement is important for success. Preliminary reports, including empirical research, suggest that some DT-SACCOs may face challenges with employee engagement, potentially impacting productivity and service quality. The current study examined the effect of idealized influence on employee engagement, given the crucial function of leadership in driving motivation and commitment. The study attended to the influences of leadership trust, authenticity, shared values, and leader-member exchange quality on employee engagement. The study was built on transformational leadership and social exchange theories as the anchoring and supporting theoretical frameworks, respectively. The study adopted a descriptive cross-sectional design, underpinned by a pragmatist philosophy. This approach involved the concurrent collection and analysis of both quantitative and qualitative data. Employees of the 46 Deposit-Taking SACCOs (DT-SACCOs) in Nairobi County were targeted, and a cohort of 347 participants was recruited using a random proportionate sampling method. Primary data were gathered using semi-structured questionnaires that incorporated both closed-ended (for quantitative data) and open-ended (for qualitative data) questions. Quantitative data collected was analysed by the use of descriptive statistics which include percentages, means, standard deviations and frequencies. The information was displayed by use of bar charts, graphs and tables. Data collected from open ended questions was analysed using the thematic analysis method. To examine the relationship between the study's constructs, a correlational analysis was conducted to determine the nature of the association between idealized influence and employee engagement among DT-SACCO employees in Nairobi County. In addition, the study was limited to descriptive research design, therefore, the study can confirm that a statistically significant association exists between leadership behaviours and engagement among employees in DT-SACCOs, but it cannot definitively state that one variable causes a change in the other. The study revealed a moderate level of employee engagement and demonstrated that the factors of idealized influence were present in the practices of leaders within the DT-SACCOs. However, the effects of authentic leadership and leader-member exchange were found to be the most profound. Based on these findings, there is a strong need for industry-wide policies as well as organizational strategies on idealized influence in order to maximize employee engagement within the sector. Despite its contribution in highlighting the value of idealized influence on team engagement, further research is needed to expand the geographical, contextual, and conceptual scope limitations.
Factors influencing adoption of real estate investment trusts among real estate developers in Nairobi, Kenya
(Strathmore University, 2026) Ngari, M. M.
It was anticipated that the establishment of Real Estate Investment Trusts (REITs) would revolutionize Kenya’s real estate sector by providing developers with patient capital, enhancing market liquidity, and diversifying financing sources. However, despite being regulated by the Capital Markets Authority (CMA) since 2013, REIT adoption among real estate developers remains critically low. This study investigated the factors influencing the adoption of REITs among real estate developers in Nairobi, Kenya. Specifically, it examined how compatibility, trialability, relative advantage, complexity, and observability shape adoption decisions, anchored on the Diffusion of Innovation Theory and the Technology Acceptance Model. A positivist philosophy guided a cross-sectional design targeting 69 property developer firms registered with the Kenya Property Developers Association (KPDA). From a frame of 207 executives (CEOs, CFOs, and Finance/Operations Managers), a sample of 136 was drawn using the Yamane formula. Data were collected via a structured 5-point Likert scale questionnaire, validated through content and construct checks, and tested for reliability (Cronbach’s α > 0.75 for all constructs). Descriptive and inferential statistics (SPSS) were employed. Correlation analysis revealed strong positive relationships between all independent variables and REIT adoption. Multiple regression analysis showed the model explained 63.6% of the variance in adoption (F = 36.968, p < .001). Observability (β = 0.804, p < .001), relative advantage (β = 0.615, p = .004), and complexity (β = 0.553, p = .006) emerged as significant predictors, while compatibility and trialability lost significance in the combined model, indicating overlapping perceptual effects. The study concludes that visibility of successful REIT projects, clear financial superiority over traditional financing, and developers’ capacity to navigate structural complexity are the primary adoption drivers. Recommendations include re-engineering REIT structures to align with local project cycles, mandating transparent performance disclosures, and developing financial simulation tools to enhance trialability. Future research should adopt mixed-methods and longitudinal designs, and incorporate regulatory, tax, and governance variables to capture the full ecosystem of REIT adoption in emerging markets.
The Influence of retention strategies on customer loyalty among FinTechs in Nairobi County
(Strathmore University, 2026) Phyllis, M. M.
The rapid expansion of Kenya's FinTech sector has been accompanied by escalating customer acquisition costs, as firms compete aggressively for the same pool of digitally active customers through marketing, onboarding incentives, and promotional offers. Yet these costly acquisition gains are frequently eroded by a persistent "leaking bucket" problem: customers acquired at significant expense churn shortly afterward, draining the very revenue base that acquisition spending is meant to build. Low switching barriers and the increasing availability of alternative digital financial solutions intensify this dynamic, making retention, rather than continuous acquisition, the more sustainable path to profitability. Despite the strategic importance of customer loyalty for sustainability and profitability, many FinTechs continue to experience customer migration due to evolving expectations for personalized services, meaningful incentives, and responsive support systems. Although prior studies have examined customer retention in traditional banking and other service sectors, limited empirical evidence exists on the retention strategies that effectively enhance customer loyalty within Kenya's FinTech ecosystem. Therefore, this study investigated the influence of retention strategies, including personalized financial solutions, incentive programs, and hybrid digital-human support models, on customer loyalty among FinTechs in Kenya. The study was anchored on Relationship Marketing Theory and Commitment-Trust Theory. A positivist research philosophy and a descriptive cross-sectional survey design guided the study. The target population consisted of 126 licensed FinTechs in Kenya, and a census approach was adopted to collect data from managers within these firms. Primary data were collected using structured questionnaires based on a five-point Likert scale and analyzed using both descriptive and inferential statistics, including Pearson correlation and multiple linear regression. The findings revealed that all three retention strategies had positive and statistically significant relationships with customer loyalty. Personalized financial solutions enhanced customer loyalty through tailored offerings and advisory services, although their level of implementation was moderate. Incentive programs also demonstrated a significant positive relationship with customer loyalty, with reward structures and ease of redemption contributing to customer engagement and retention. Hybrid digital-human support models exhibited the strongest relationship with customer loyalty, highlighting the importance of integrating digital efficiency with human interaction in service delivery. Overall, the study established that effective retention strategies are important predictors of customer loyalty in the FinTech sector. Based on these findings, the study recommends that policymakers develop frameworks that support data-driven personalization while ensuring data privacy and transparency in incentive programs. FinTech managers are encouraged to invest in advanced personalization capabilities, design relevant and accessible incentive programs, and strengthen hybrid support systems by improving digital platforms and human service responsiveness. The study contributes to theory and practice by extending the application of Relationship Marketing Theory and Commitment-Trust Theory within the FinTech context and providing practical insights for enhancing customer loyalty in competitive digital financial environments. Keywords: FinTech, customer loyalty, retention strategies, customer acquisition costs, customer churn, Kenya, personalized financial solutions, incentive programs, hybrid support models