MBA Theses and Dissertations (2025)

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Factors influencing customer satisfaction with online food Delivery platforms in Nairobi County
(Strathmore University, 2025) Mbau, B. N.
The online food delivery sector in globally has experienced substantial growth, largely due to the increasing reliance on digital platforms for food ordering. This study explored the key factors influencing customer satisfaction with online food delivery services in Nairobi, focusing on aspects such as food quality, service quality, order fulfillment, and platform usability. The research was anchored in two theoretical frameworks: the Technology Acceptance Model (TAM), which highlights the importance of perceived ease of use and perceived usefulness in technology adoption, and the SERVQUAL Model, which evaluated how different service quality dimensions impact customer satisfaction. A quantitative research approach was employed, utilizing data collected from Nairobi residents who actively use online food delivery applications. The study sample was 385 respondents who were sampled randomly from the residents of the county. The research adopted structured questionnaires in the data collection with electronic and physical questionnaires designed for the data collection process. The study applied quantitative analysis using a mix of descriptive and inferential approaches with tables and figures used in the presentation of the results. Conclusions were that food quality has an insignificant effect on improving the level of customer satisfaction with online food delivery services among Kenyan consumers. The findings supported the conclusion that both platform usability and service quality significantly improved the customer satisfaction with online food delivery services. The study concludes that customers are satisfied with the delivery time which is reasonable and meet customer expectations. Further, it was established that customers find online food delivery platforms to be easy to navigate, stable and free from crashes and glitches that can cause customer satisfaction. Recommendations on policy development were that the hotels should focus on food quality factors such as freshness and packaging to ensure these are maintained at healthy and clean levels to meet customer expectations. The study also recommends that managers strive to adapt platforms that are flexible and easy to use as this would increase customer satisfaction. Further the firms should strive to maintain a manageable customer base to ensure they maintain timely delivery times and ensure they control food temperature and presentation during delivery. Finally, the study calls on these firms to adopt digital technologies to improve route optimization and improve delivery time to maintain freshness and temperature.
Factors influencing the adoption of open banking by employees of commercial banks in Kenya
(Strathmore University, 2025) Wokabi, A.
The banking sector is experiencing rapid digital transformation, with open banking emerging as a disruptive technology. Open banking enables third-party financial service providers to access customers’ banking data through Application Programming Interfaces (APIs). While developed nations increasingly embrace open banking, its adoption in Kenya remains limited. Some factors attributed to this limited penetration include an organisation’s readiness, regulatory support or uncertainty, digital literacy, and technological infrastructure. This study explored the factors influencing open banking adoption among employees of Kenya’s commercial banks. Specifically, the study examined how regulatory support, technological infrastructure, digital literacy, and organizational readiness determined open banking adoption. The Technology Acceptance Model (TAM) and the Unified Theory of Acceptance and Use of Technology (UTAUT) models were the frameworks that allowed for an understanding of the study’s variables. Adopting a positivist research philosophy, this study employed a descriptive cross-sectional research design. The researcher then collected data from employees working in Kenya’s licensed commercial banks through structured questionnaires using a five-point Likert scale. The sample size of 387 respondents was determined using Yamane’s formula to ensure diverse representation across the three bank tiers. Descriptive and inferential statistical methods, including multiple linear regression, were used to analyse the relationships between the variables. The findings revealed that technological infrastructure and regulatory support significantly impact employees’ intention to adopt open banking, with organizational readiness influencing adoption moderately. Conversely, digital literacy was found to have a weak influence on bank employees’ intention to adopt open banking. The study concluded that banking institutions should prioritise stronger regulatory frameworks, robust technological infrastructure, and organizational readiness for open banking adoption to succeed in Kenya. These findings provide insights to guide policymakers, commercial banks, and regulators in improving the regulatory and technological environment for open banking to flourish in Kenya. Although the study fulfilled its intended purpose, it was limited as its findings were not generalisable to other regions of Kenya, as the focus was on commercial banks in Nairobi County. Another limitation was that the study only focused on a limited set of variables, including regulatory support, technological infrastructure, organisational readiness, and digital literacy.
Factors affecting adoption of digital transformation among vehicle automotive firms in Kenya
(Strathmore University, 2025) Kyalo, C.
Digital transformation has been reshaping industries worldwide, with a growing emphasis on creating new business models for customized products and enhanced customer experiences. In the automotive sector, this study explores the effects of resource, leadership, and organizational factors on digital transformation adoption in Kenya. This study leverages Disruptive Innovation Theory and Resource based View (RBV) theory. Through descriptive research and stratified sampling, 306 respondents were surveyed, revealing effects of digital, leadership, and organizational factors on absorption of digital transformation in the motor vehicle industry. The study uncovered a significant positive correlation between digital resource factors and the industry's ability to absorb digital transformation. Moreover, the research highlighted the crucial role of leadership factors, demonstrating their statistically significant influence on the absorption of digital transformation. This supports the idea that organizational resources act as a competitive advantage, aiding in the adoption of appropriate business models. Additionally, the study emphasized the impact of organizational factors, revealing a consensus among participants regarding their effect on digital transformation absorption. Overall, the findings underscore the importance of digital resources, leadership, and organizational factors in driving successful digital transformation initiatives within Kenya's motor vehicle industry. List of Keywords: Adoption of Digital Transformation, Digital Resources Factors, Leadership Factors, Organization Factors
The Effect of marketing mix elements on customer satisfaction in the LPG industry in Nairobi County, Kenya
(Strathmore University, 2025) Nyambura, A.
The liquid petroleum gas (LPG) industry is experiencing unprecedented growth as the world shifts towards clean energy options. Therefore, as the market expands, competition is expected to intensify. The dynamics of LPG business are not far different from conventional business models, meaning customer satisfaction, as a source of strategic competitive advantage, also applies to the trade of LPG products and services. The concept of the marketing mix as a driver of customer satisfaction has long been established. However, there is limited empirical evidence highlighting how the elements of the marketing mix influence the satisfaction of consumers in the LPG industry, especially in low- and middle-income countries. As such, this study sought to fill this knowledge gap by examining the effect the marketing mix has on customer satisfaction in the LPG industry of Nairobi County. The study focused on product, price, promotion, and place elements of marketing mix which also constituted the independent variables and their effect on customer satisfaction which constituted the dependent variable. The study was underpinned in the consumer decision-making theory as the anchoring theory and the expectancy disconfirmation theory which provided the additional supporting framework. The study adopted positivism philosophy as the research philosophy and followed a descriptive cross-sectional research design. The target population for the study was households using LPG in Nairobi County from whom a sample of 400 respondents was drawn using a simple random sampling technique. Primary data was gathered using structured questionnaires and analyzed using descriptive and inferential statistics via SPSS software. Findings of descriptive statistics suggest respondents remained neutral regarding customer satisfaction and perceptions towards product mix, promotion mix, and place mix. However, they were dissatisfied with the price mix. Inferential statistics indicate the 4P’s of marketing mix account for 75.9% of customer satisfaction in Nairobi County’s LPG market. The product mix (β=.668, p<.05), price mix (β=.117, p<.05), and place mix (β=.220, p<.05) had significant positive effect on customer satisfaction whereas the effect of promotion mix (β=.063, p>.05) was nonsignificant. Therefore, this research concludes that out of the 4P’s of marketing, product, price, and place elements are significant predictors of customer satisfaction in Nairobi County’s LPG sector. Based on the finding, this research recommends industry players and regulators to formulate strategies and policies on around these elements in order to drive customer satisfaction and subsequently promote the uptake of LPG. In addition, since this research focused only on the 4P’s of marketing, further research on the rest of marketing mix elements would be instrumental. Keywords: Marketing mix, customer satisfaction, LPG, product, price, place, promotion.
Influence of Enterprise Risk Management integration on financial performance of non-life insurance companies in Kenya with the moderating effect of regulatory framework
(Strathmore University, 2025) Njiru, A. K.
Enterprise Risk Management (ERM) is a comprehensive approach, encompassing processes, structures, culture, and infrastructure, that organizations implement to identify and manage potential risks within their risk appetite. It is integrated into strategic planning and operational activities to provide reasonable assurance of achieving organizational objectives. While the theoretical benefits of ERM are well-established, its practical implementation, particularly within the dynamic and often volatile non-life insurance sector, presents significant challenges. This study addresses the empirical problem of understanding the specific influence of integrated ERM systems on the financial performance of non-life insurance companies in Kenya. It aimed to evaluate the distinct impacts of ERM process, culture, structure, and infrastructure integration on financial performance of non-life insurance companies in Kenya. To achieve this, the study was guided by guided by agency theory and contingency theory which provided a comprehensive theoretical framework. A descriptive research design was employed, targeting managers of five key departments (chief risk officers, chief finance manager, head of claims, head of underwriting, and head of sales/business development) across all 37 non-life insurance companies in Kenya who were selected using a purposive sampling method with a targeted population of 185 staff and a respondent sample size of 155 staff. Primary data was collected using structured questionnaires, while secondary data, including financial reports, was gathered using data collection sheets. Both descriptive and inferential statistical methods were adopted for data analysis. Findings suggest a state of underwhelming adoption of ERM components, especially ERM processes, structures, and infrastructure in Kenya’s non-life insurance sector. Inferential statistics reveal that integrating ERM culture and structure yields significant positive effects on both ROA and ROE whereas ERM process and infrastructure, while significantly predictive of ROA, does not extend to ROE. Additionally, the current regulatory framework does not significantly moderate the relationship between ERM practices and financial performance. Therefore, this study recommends that policymakers should enhance the regulatory environment to better complement the integration of ERM practices and that individual non-life insurance companies should prioritize investing in ERM culture and structure integration to optimize their financial performance, particularly in terms of improved ROA and ROE.
Effects of internationalization strategies on the organizational performance of emerging multinational enterprises in Kenya
(Strathmore University, 2025) Ndengah, B. L.
The internationalization of multinational corporations from emerging markets is a growing phenomenon in international business. Yet, their expansion into developing and developed markets remains sparsely explored in international business research. Empirical evidence of factors influencing their performance in these developing markets is limited. Accordingly, this study examines the effects of internationalization strategies on the performance of emerging multinational enterprises in Kenya. The specific objectives were to: (1) assess the influence of the amalgamation strategy, (2) examine the effect of the ambidexterity strategy, and (3) evaluate the influence of the adaptability strategy on the organizational performance of emerging multinational enterprises in Kenya. The study was anchored on the Springboard Theory of International Business and the Balanced Scorecard framework of organizational performance. A postpositivist research philosophy and a descriptive research design were adopted. The target population was 213 multinational corporations from which 47 emerging multinational enterprises headquartered in Nairobi County represented the study unit of analysis. The purposive sampling method was used, targeting 3–5 top-level managers per firm, resulting in a sample size of 235 respondents. Data collection was carried out using a structured questionnaire, which was pretested for reliability and validity. The results indicated that both ambidexterity and adaptability strategies had a significant positive impact on organizational performance, whereas the amalgamation strategy demonstrated no statistically significant effect. The study concludes that ambidexterity and adaptability strategies drive success for emerging multinational enterprises in Kenya. The study recommends policies to support talent development in meeting emerging multinational enterprises’ human capital needs and implementing intellectual property reforms to foster innovation. For practitioners, emerging multinational enterprise managers should prioritize market-specific product design and leverage local resources, technical expertise and natural assets to establish themselves in developing markets such as Kenya.
An Examination of the relationship between emotional intelligence and opportunity identification among Small and Medium Sized Enterprises in Kenya
(Strathmore University, 2025) Arale, F. A.
Emotional antecedents of opportunity identification have long been neglected by researchers but have become more critical towards the survival and success of entrepreneurs. Indeed, there has been a deficiency in the level of understanding of the manner in which positive and negative emotions influence the identification of opportunities and the variation in these influences amongst novice and experienced entrepreneurs alike. The general objective of the study is to assess the relationship between emotional intelligence and opportunity identification in Small and medium enterprises in Kenya(SME). Its specific objectives include: to determine the effect of self-awareness on opportunity identification in SMEs in Kenya; to examine the impact of social awareness on opportunity identification in SMEs in Kenya; and to ascertain the role of self-management on opportunity identification in SMEs in Kenya. The study was underpinned by the Theory of Multiple Intelligences and the Social Cognitive Theory. It applied the positivism philosophy and a correlational research design. Primary data was collected from 398 individuals (the business owners of 398 firms within the Medium Trader Shop or Retailer Services and Small Trader Shop or Retail Services sector located within the Nairobi CBD using structured questionnaires. The data from the questionnaires was then cleaned, coded, and inserted in the Statistical Package for Social Sciences to facilitate the conduct of both descriptive and inferential statistical analysis. The study established that there is a positive correlation between emotional intelligence dimensions – self-awareness, social awareness, and self-management - and opportunity recognition. The implication is that SME proprietors who are self-aware are more capable of recognising opportunities. The study further established that there is a positive correlation between social awareness and opportunity recognition. This implies that SME proprietors who have higher social awareness are more capable of recognising opportunities. It also established that there is a positive correlation between self-management and opportunity recognition. The implication is that SME proprietors who have good self-management are more capable of recognising opportunities. The study recommends that policymakers and SME regulators expand emotional intelligence training initiatives to support opportunity recognition. Management should also foster emotionally intelligent work environments by enhancing self-awareness and encouraging empathy and adaptability to promote strategic decision-making and entrepreneurial resilience. Additionally, an enhanced focus on self-awareness will ensure the application of self-assessment which enhances the determination of whether conditions are prime for opening new business ventures.
The Influence of cultural factors on intergenerational transfer of leadership in family-owned manufacturing businesses in Nairobi, Kenya
(Strathmore University, 2025) Mukasa, A. A.
Cultural embeddedness in family-owned enterprises has so far been speculated to be a challenge in the transfer of leadership from one generation to another. A significant number of these businesses barely survive beyond first-generation owners primarily because of cultural factors and their perceived influence on succession. The proposed research sought to contribute to the phenomenon by examining the interaction between culture and intergenerational transfer of leadership. The main objective of this proposed research was to determine how cultural factors influence the transfer of leadership across generations in family-owned manufacturing businesses in Nairobi, Kenya. The study examined three of Hofstede’s dimensions of culture, i.e., power distance, uncertainty avoidance, and individualism-collectivism as the independent variables. The research was anchored on Hofstede’s cultural dimensions theory. A cross-sectional descriptive research design was used. The study targeted the owners of 120 local family-owned manufacturing companies in Kenya. The research was based on primary data and deploying a survey questionnaire for quantitative data collection from 120 respondents. Descriptive and inferential statistical analysis was done. The study established that cultural factors had a positive relationship with intergenerational transfer of leadership in family-owned manufacturing firms in Nairobi, Kenya. Specifically, the research concluded that power distance and uncertainty avoidance will positively and significantly improve the intergenerational transfer of leadership in family-owned manufacturing firms. Individual collectivism did not have a significant effect on intergenerational transfer of leadership. The study recommends that leaders in this organization cultivate a more paternalistic/directive role where rules, directions and decisions are made based on the well-being of the group rather than the individual. The study also calls on the leaders to involve subordinates in the succession process to ensure there is understanding and continuity in the plans for the long-term. By leveraging a culture of trust and collaboration, leaders in such high uncertainty avoidance cultures can guarantee smooth transition while addressing potential pitfalls such as resistance to change. Further, organizations with low individualism/collectivism should prioritize universal leadership principles that place emphasis on competence and merit and develop flexible succession planning structures. Key words: Intergenerational Leadership Transfer, Cultural Dimensions, Family-Owned Enterprises, Hofstede’s Theory, Succession Planning.
Organizational factors influencing the adoption of Artificial Intelligence by petroleum companies in Nairobi County
(Strathmore University, 2025) Mohamed, A. A.
Artificial Intelligence (AI) in the petroleum sector gained significant attention globally, as it became essential in various innovative operations. However, the pace of AI adoption varied, with specific factors influencing the readiness and willingness of organizations to integrate AI. This study explored the organizational factors influencing the adoption of AI by petroleum companies in Nairobi County. The research focused on different models and factors, and outlined various theories guiding the AI adoption process. Different models were used in this analysis including TAM as well as DOI theory. Data was gathered through a survey system, targeting 179 senior management and technical staff from petroleum companies operating in Nairobi County. Additionally, secondary data was obtained from company reports, industry publications, and regulatory documents. The analysis employed a combination of quantitative techniques, particularly multinomial logistic regression, to assess the factors influencing AI adoption. The findings revealed that leadership support, technological infrastructure, employee skills, organizational culture, and financial resources were all significant factors influencing AI adoption in petroleum companies. Leadership support and organizational culture were found to play particularly significant roles in driving AI adoption, while technological infrastructure and employee skills were also crucial enablers. The study concluded that organizations that invested in leadership support, created a culture open to technological change, and ensured their employees were adequately trained were more likely to achieve successful AI adoption. The study recommended that policymakers in the petroleum sector should create an enabling environment that encourages AI integration through supportive regulations, incentives for technological infrastructure development, and partnerships between public and private sectors. Industry leaders and practitioners were advised to prioritize AI-related employee training and invest in necessary technological infrastructure. It was further recommended that researchers and theorists continue to explore AI adoption in the petroleum sector, with a focus on the interaction between organizational culture, leadership, and technological readiness. These recommendations were expected to guide organizations in enhancing their AI adoption strategies, ultimately improving their competitiveness and sustainability in the industry. The study also contributed to expanding the theoretical and practical understanding of AI adoption in the energy sector.
Factors influencing the adoption of electric vehicles in Nairobi County, Kenya
(Strathmore University, 2025) Narandass, A. H.
While EVs have been touted as one of the key solutions to the problem of climate change, the adoption of these vehicles is low, especially in developing countries. This study addressed disagreement and contextual gaps in the literature regarding the adoption of EVs in developing markets where adoption rates are low. The aim of the study was to examine the factors that influence the adoption of electric vehicles (EVs) in Nairobi City County. The specific objectives were to examine the effect of technological, economic, and infrastructural factors on the adoption of EVs. The positivism philosophy guided the study. The research employed a descriptive cross-sectional design with a sample of 400 registered drivers and vehicle owners. Structured questionnaires were used to collect primary data. Analysis of the data was performed using descriptive and inferential statistics. Descriptive statistics used were means and standard deviation, which were used to summarize the variables. Inferential statistics, especially multiple linear regression, was used to examine the association between the dependent and independent variables. The statistical package for social sciences (SPSS) software was used to analyze the data. Findings from multiple regression analysis indicate that economic and infrastructural factors have significant positive effect while the effect of economic factors is positive but not significant. Therefore, this study concludes that economic and infrastructural factors are significant predictors of EV adoption in Nairobi City County. It, therefore, recommends the government and actors in the automotive industry to adopt industrywide strategies aimed at improving economic conditions and infrastructural factors to increase the adoption of EVs. Keywords: Electric Vehicles, technological factors, economic factors, infrastructural factors
An Evaluation of organizational factors influencing the extent of digitalization of Deposit-Taking Savings and Credit Co-Operative Societies in Kenya
(Strathmore University, 2025) Muchika, D. M.
Kenya has gained global recognition for its advancements in financial technology, notably exemplified by the transformative impact of Mpesa on the economy since its inception in 2007. However, amidst Kenya's ongoing strides in financial sector innovation, the organizational factors influencing the extent of digitalization among Deposit-Taking Savings and Credit Cooperative Societies remain a compelling area for investigation. This study sought to elucidate the organizational factors influencing the degree of digitalization within Saccos, with a focus on understanding the effect of management support, organizational culture, and employee capability. The study carried out the control effect of firm size on the relationship between organizational factors and the extent of digitalization. The study was premised on the theoretical frameworks of the Diffusion of Innovation theory and Technology Acceptance Model and focused on the 176 licensed and authorized Deposit-Taking Savings and Credit Cooperative Societies in Kenya as of 2023. Data was gathered from secondary sources, such as the regulator’s portal, i.e., SACCO Societies Regulatory Authority websites, as well as primary sources, including sending questionnaires to the institution's management over one month. The collected survey data was analyzed using a mix of descriptive, correlation, and ordinal regression analysis. Correlation analysis showed that organizational culture had a weak positive and significant relation to the digitalization of Saccos. The analysis further revealed a positive and significant association between employee capability and digitalization. On the third variable, the results demonstrated that there was a weak and positive relation between management support and digitalization. The regression results confirmed that organization factors and firm size had a positive and significant effect on the digitalization among the Saccos in Kenya. Regarding the first objective of management support, the study revealed a positive and insignificant effect on digitalization among DT-SACCOs in Kenya. The research further established that the effect of organization culture on the digitalization among deposit-taking DT-SACCOs in Kenya was positive and statistically significant. The analysis of the third variable, employee capability, demonstrated that employee capability had a positive and significant effect on digitalization among DT-SACCOs in Kenya. The analysis of the moderator variable firm size indicated that both the number of branches and the age of the DTSACCOs had no significant effect on digitalization levels. The study then recommends that institutions cultivate a culture that values innovation, adaptability, and openness to technological change. The firms should make sustained investments in employee training, especially in emerging technologies relevant to financial services. The study further recommends that institutions should continue investing in advanced digital infrastructure, including mobile applications, online platforms, and secure transaction systems, that enhance service accessibility and efficiency. Further research could also be conducted on other financial institutions, such as microfinance banks or commercial banks, to offer insights into best practices, challenges, and unique factors influencing digitalization across different financial service providers.
Influence of Corporate Social Responsibility strategies on corporate performance in the food and beverage industry in Kenya
(Strathmore University, 2025) Sang, H. K.
The fundamental concept of corporate social responsibility (CSR) is conducting business in a way that satisfies or goes beyond societal norms in terms of ethics, law, commerce, and public perception. Corporate performance is the sum total of financial, operational and social responsibility performance. Several studies have been conducted on CSR, however, there are limited studies focusing on CSR in food and beverage industry in Kenya. The main objective of the study is: To establish the influence of Corporate Social Responsibility strategies on corporate performance among food and beverage companies in Kenya. The specific objectives of the study are: To determine the effect of environmental strategies on the corporate performance of food and beverage companies in Kenya. To establish the effect of social strategies on the corporate performance of food and beverage companies in Kenya. To find out the effect of economic practices on the corporate performance of food and beverage companies in Kenya. The study provided firms that aimed at maximizing their corporate social responsibility policies with useful insights by elucidating the distinct impacts of environmental, consumer, employee, and community interactions on performance. The study was anchored on social exchange theory, and stakeholder theory. It was an examination of the corporate social responsibility strategies implemented by food and beverage companies in Nairobi as given by KAM (2019). This included 86 companies in the food and beverage industry. The study took one respondent per company targeting a total of 86 participants. The research philosophy to be adopted in this study was the positivist approach. Positivist researchers follow highly structured methodology in order to facilitate the hypothesis as was followed in this study. The research utilized a descriptive cross-sectional research design as a result of the ability of the design to accurately portray the characteristic of a phenomena. The sample size was composed of 86 respondents selected from the 86 identified organizations where only head of department or deputy head of department was given a chance to participate in the study. Data collection method incorporated structured questionnaires. The study adopted quantitative and qualitative data analysis. Data entry was done using SPSS software to generate the descriptive statistics like standard deviation for each study variable. Content analysis was used whereby information collected would be categorized in text, verbal or behavioral information with the purpose of classifying, summarizing and tabulating. Pearson Product-Moment correlation was calculated to establish the relationships between the variables. Regression analysis test was utilized to give the linear relationship between the predictor and dependent variable. The findings underscored the significant role of CSR in enhancing corporate performance. A majority of respondents (72%) indicated that CSR initiatives, such as green procurement positively influence corporate performance by reducing operational costs and fostering innovation. Similarly, CSR such as education support was established that it created shared valued by advancing social and corporate agenda.
Impact of change management on the performance of Small and Medium Enterprises within the healthcare sector in Nairobi County
(Strathmore University, 2025) Githige, C. W.
This study aimed to assess the impact of change management on the performance of small and medium enterprises (SMEs) within the healthcare sector in Nairobi County. Change management is crucial for organizational success as it defines standards and procedures that enhance performance. The study focused on three objectives: examining the impact of strategic leadership change, investigating the effect of technological changes, and evaluating the influence of organizational culture change on SME performance. The findings will help SMEs develop policies to drive growth. The study was based on Kotter’s 8-step model, Lewin’s 3-step model, and the Balanced Scorecard. A cross-sectional survey design was used for data accuracy, targeting senior managers from healthcare SMEs. Self-administered questionnaires were distributed to respondents to collect data for the study, which used descriptive analysis and SPSS for both qualitative and quantitative data. The correlation tests revealed statistically significant positive linear associations between strategic leadership, technological changes, organizational culture, and the performance of SMEs within the healthcare sector in Nairobi County, Kenya. Regression analysis further confirmed a significant positive relationship between change management and SME performance. Additionally, the analysis found that technological changes and organizational culture had a significant effect on the performance of healthcare SMEs in Nairobi County. The study recommends that the government should introduce grants and subsidies to support the adoption of advanced technologies in healthcare SMEs. The study also suggests that managers and leaders should clearly communicate the organization’s vision and mission to all employees as well as aligning organizational goals with the vision and mission to ensure everyone is working towards common objectives. The study also recommends that organizations should promote behaviors and practices that create a conducive and motivating work climate.
Determinants of turnover intention in Gen Z employees in commercial banks in Nairobi, Kenya
(Strathmore University, 2025) Mugambi, C. M.
Across the globe and in Kenya, the labor market is experiencing the entry of Gen Z employees; however, their turnover rate is high. As a result, this study examined the factors affecting turnover intention in Gen Z employees in Nairobi, Kenya. The specific objectives were to examine the effects of job satisfaction, emotional exhaustion, and organizational commitment on turnover in Gen Z employees working in Nairobi. The study was based on Mobley’s Model of the Turnover Process (MTP) and the Conservation of Resources Theory (COR). Positivism philosophy with the descriptive cross-sectional survey design was adopted. The population for this research comprised of Gen Zs employed in banks in in Nairobi. The required sample size for this research is 389, which was obtained using judgmental sampling. the eligibility criteria that were employed included being a Gen Z (1997-2012), and being in the formal workforce. To collect primary data, self-administered structured questionnaires were used, which were distributed using email invitations, Google forms and paper-based questionnaires. The collected data was analyzed using correlations and multiple linear regression through Statistical Package for Social Sciences (SPSS) version 26. The findings revealed a strong and statistically significant positive correlation between emotional exhaustion and turnover intention, indicating that higher levels of emotional exhaustion were associated with increased intentions to leave the organization. Regression analysis further showed that emotional exhaustion was the strongest predictor of turnover intention. These results suggest that when employees experience mental exhaustion, job stress, fatigue, burnout and frustration, they are more likely to consider leaving their jobs. Therefore, organizations that fail to address emotional exhaustion risk losing their younger workforce to burnout-driven turnover. Secondly. The results showed a significant negative correlation between job satisfaction and turnover intention, meaning that as job satisfaction increases, the likelihood of turnover decreases. Regression results confirmed this relationship, indicating that job satisfaction significantly and negatively predicted turnover intention. These findings underscore the importance of cultivating job satisfaction through meaningful work, supportive environments, autonomy and work relationships as a way to minimize employees' intention to leave. In addition, a significant negative correlation was found between organizational commitment and turnover intention, which suggests that employees who feel more emotionally connected and loyal to their organizations are less likely to consider leaving. Regression analysis further supported this finding by showing that organizational commitment was a significant negative predictor of turnover intention. Thus, strengthening commitment through enhancing employees’ pride in their organization, their emotional connection to the organization, sense of loyalty and responsibility, and reciprocity can be a key strategy for retaining Gen Z talent in the banking sector.
Technical, Vocational Education and Training (TVET) factors influencing graduate employability in South Sudan
(Strathmore University, 2025) Minga, A. I. J.
The Technical and Vocational Education and Training (TVET) system has the potential to significantly contribute to human resource development and economic growth in developing countries. South Sudan, a young nation that gained independence, has a predominantly youth population. Unfortunately, the youth in South Sudan face low educational attainment, with many school-aged children currently out of school. This educational gap has resulted in a shortage of skilled workers, leading to high youth unemployment rates, with a substantial proportion of young people lacking formal employment. This study aims to investigate how factors such as Performance Dimension, Stakeholder Engagement, and Solid Foundation affect the employability of TVET graduates. The research was grounded in the Education–Employment Linkage Theory, UNESCO framework, and Human Capital Theory, employing a descriptive research design and evaluative approach. The study focused on several operational TVET institutes in South Sudan, utilizing purposive, snowball, and stratified sampling to gather data. Primary data was collected and analyzed through thematic, descriptive, correlation, and regression analyses. The target population comprised numerous individuals from various TVET institutes, construction companies, TVET Consultants and officials from the Ministry of Education. A sample size of participants was drawn using various sampling methods, including simple random sampling, stratified sampling, purposive sampling, and snowball sampling. The participants included project managers, engineers, technicians, current learners, recent graduates, and government officials. The study achieved a significant response rate, with most questionnaires returned. Regression analyses were employed to examine the relationship between TVET factors and graduate employability. The findings revealed that the Performance Dimension had the greatest impact on the employability of graduates from TVET institutes, demonstrating a notable beta coefficient, which accounted for a substantial portion of the variability in graduate employability. Additionally, the multiple regression analysis established that TVET factors significantly contribute to the employment prospects of graduates in the construction sector. However, challenges such as a lack of vision and strategic frameworks, insufficient governance structures, and inadequate funding mechanisms could impede progress, as indicated by the negative beta coefficient associated with the solid foundation. Considering these findings, the study recommends several actions: enhancing the relevance of the curriculum, strengthening stakeholder engagement, promoting awareness of the benefits of TVET, improving governance and strategic frameworks, increasing funding and resource allocation, and implementing career services and support programs. Keywords: Access, Equity, Quality, Relevance, Stakeholder, Vision and Strategic Framework, Governance’s arrangements, Funding and Expenditures.
Effect of technology adoption on the sustainable competitive advantage of commercial banks in Kenya
(Strathmore University, 2025) Muriuki, C. M.
The banking industry had been grappling with a dynamic landscape characterized by rapid technological advancements, regulatory changes, and evolving customer preferences. The proliferation of fintech innovations and advancements in digital technologies had been transforming the banking landscape, compelling banks to adapt and incorporate digital solutions to remain relevant and competitive. The objective of the study was to determine the effect of technology adoption capabilities on the sustainable competitive advantage of commercial banks in Kenya. The specific objectives were to investigate the impact of automation on sustainable competitive advantage of commercial banks in Kenya, to establish the impact of alternative channels on sustainable competitive advantage of commercial banks in Kenya, to determine the impact of optimization of Human Capital on sustainable competitive advantage of commercial banks in Kenya and to determine the impact of customer relationship management on sustainable competitive advantage of commercial banks in Kenya. The study was anchored on four theories: resource dependency theory, technology adoption theory, expectation disconfirmation theory, and Porter’s theory of competitive advantage. Furthermore, the study was framed within the pragmatist point of view, employing a descriptive research design to elucidate the correlation between the variables under investigation. The population under scrutiny encompassed the 39 commercial banks operational in Kenya as of December 2023. Data collection hinged upon a semi-structured questionnaire, which was administered to two respondents from each bank. The targeted participants consisted of managers within the Information and Communication Technology (ICT) and Business Development departments or individuals occupying analogous roles. The findings revealed that the automation of the bank processes enhances efficiency, reduces costs, and improves service delivery, while alternative banking channels such as mobile and internet banking increase accessibility and customer convenience. In relation to the role of adopting technology in the bank alternative channels, the findings reveal that it significantly enhances sustainable competitive advantage by increasing accessibility of the bank products, improves customer engagement, and facilitate personalized financial services. In relation to the technology adoption of the human capital function, the findings reveal that the bank operations are optimized because it improves the organization training and talent management, which in turn enhances productivity and innovation, fosters customer loyalty and brand reputation. Technology adoption in the CRM technologies was found to enhance the organizations data analytics capabilities, which in turn led to improved customer satisfaction, loyalty, and long- term business growth. The study underscores the need for banks to integrate technology adoption with digital transformation and regulatory compliance to maximize competitiveness. In regard to the digitalization of customer It also highlights policy implications, emphasizing the role of regulators in fostering a supportive environment for financial innovation. By aligning with the resource-based view (RBV) theory, this research contributes to existing knowledge on technology-driven competitiveness in the banking sector, offering insights for scholars, industry practitioners, and policymakers. Key words: Sustainable competitive advantage; Alternative channels, automation, human capital
Effects of training and development on sustainability of social enterprises: a case of Sisters´ Blended Value Project
(Strathmore University, 2025) Nasiali, C. M.
This study assessed the effect of training and development on the sustainability of social enterprises, focusing on the participation of the Catholic sisters in the Sisters´ Blended Value Project (SBVP) in Kenya. The dependent variable was sustainable social enterprises, which was measured by studying the performance of social, economic and environmental principles. The study was anchored on innovation theory, theory of change and stakeholder theory. A pragmatism research philosophy was adopted with a mixed method approach where both quantitative and qualitative approaches to data collection were used. Quantitatively, a survey was administered while qualitatively, interviews and Focused Group Discussions (FGDs) was acquired. Descriptive research design was used to implement quantitative and qualitative data collection. The target population was 280 from which a sample of 160 was derived using the Yamane’s formula (1967) and purposive sampling applied. This involved sisters who had benefitted from the SBVP and stakeholders. Quantitative data was collected using a survey Google form, and a link was sent to the study respondents via email or WhatsApp. This comprised questions that sought demographic information connecting to the research competencies. Structured interview questions were prepared for the interview and used for the FGDs. In addition, the study will be significant in that it will facilitate different stakeholders, including policymakers in the Catholic Church and academicians on how to continue supporting the project's beneficiaries. This study was carried out in Kenya between April and May 2024. The study found that financial literacy is statistically significant to sustainability of Catholic sisters’ social enterprises, marketing skills statistically significant to sustainability, and entrepreneurial skills statistically significant to sustainability of social enterprises of Catholic sisters in Kenya. The study concluded that training and development have significant effects on the sustainability of social enterprises of Catholic sisters in Kenya. The study recommends that Catholic sisters operating Blended Value Projects should ensure implementation of training and development programs for their employees to sharpen their skills and capacity in delivering the desired operation outcomes in order to foster business sustainability. Keywords: Social Enterprise, Sustainability, Entrepreneurial Spirit, Leadership development, Capacity building
Integrated Financial Management Information System and financial accountability among government agencies in Kenya: the moderating role of IPSAS accounting standards
(Strathmore University, 2025) Maina, E. W.
Corporate accounting scandals and financial scandals in the public sector have become more prevalent in Kenya in recent years, according to reports from governance institutions like the Office of the Auditor General, Controller of Budgets, and Ethics and Anticorruption Commission. IFMIS was expected to reduce such incidences by enhancing financial accountability. The main aim of this research proposal is to assess the effect of IFMIS on financial accountability among government agencies in Kenya. The specific objectives of the study were to; analyse the effect of IFMIS electronic procurement on financial accountability, to establish the effect of IFMIS budgeting on financial accountability to assess the effect of IFMIS financial reporting on financial accountability, and to assess the moderating effect of IPSAS on financial accountability in the public sector. The research adopted the agency theory, institutional theory, and the technology acceptance model. A descriptive research design was used in this research. The study population was the 401 government agencies in Kenya. The unit of observation was the head of internal audit in each government agency. The study utilized primary data collected using a questionnaire. Descriptive and inferential statistics were used to analyze the acquired data after it has been converted into a quantitative format. Mean and standard deviation will be included in the descriptive statistics, while the Pearson correlation and regression analysis was included in the inferential statistics. This study examined the relationship between IFMIS procurement, IFMIS budgeting, IFMIS financial reporting, IPSAS accounting standards, and financial accountability in Kenya's public sector. Further, the IPSAS accounting Standards were introduced as a moderating variable in the study. The study findings revealed significant positive correlations between the three independent variables and financial accountability. The regression analysis established a significant positive causal relationship between IFMIS electronic procurement and financial accountability, a significant positive relationship between IFMIS budgeting and financial accountability, and a significant positive relationship between IFMIS financial reporting and financial accountability. Further, IPSAS accounting standards were found to enhance the relationship between the IFMIS elements and financial accountability. This was indicated by an increase in the explanatory power of the model after accounting for the moderation effect, showing that the IPSAS accounting standards enhance this relationship. These results suggest that effective adoption and implementation of these systems significantly improve transparency, accountability, and overall public financial management. The study concluded that IFMIS and IPSAS accounting standards play critical roles in enhancing financial accountability within Kenya's public sector. It recommended capacity-building initiatives to improve user proficiency, regular system audits, and stricter adherence to IPSAS standards. Additionally, harmonizing regulatory frameworks and fostering transparency through open data initiatives were suggested to enhance system effectiveness. For future research, the study recommended investigating other financial management tools, analyzing contextual factors influencing system effectiveness, and employing mixed methods to capture diverse perspectives on financial accountability.
Social innovation practices, entrepreneurial ecosystems and sustainable performance of social enterprises in Kenya
(Strathmore University, 2025) Kyaka, C. M.
Social enterprises in Kenya face growth and sustainable performance challenges with more than 50% not attaining their third birthday after inception. Besides, most social enterprises lack involvement of beneficiaries or stakeholders in decision-making, fail to serve the intended target population or marginalized groups and engage in activities that result in excessive waste production, energy consumption, or water usage without efforts to reduce or offset these negative impacts. The purpose of the research was to determine the influence of social innovation on the sustainable performance of social enterprises in Kenya. The study’s objectives were to examine the influence of co-creation, impact investing, community-led development, and open innovation on the sustainable performance of social enterprises in Nairobi, Kenya. The research also assessed the moderating influence of entrepreneurial ecosystems on the association between social innovation practices and the sustainable performance of social enterprises in Nairobi, Kenya. The research was based on the social innovations’ theory, cluster theory and triple bottom-line framework. This study used the post-positivism philosophy and a quantitative research design which values scope, statistical description, and generalization. The population for this study was 51,000 social enterprises in Nairobi Kenya and a sample of 394 enterprises selected using quota sampling. Data was gathered during the months of March and April 2025 using a questionnaire and analysis was through descriptive statistics, correlation, and ordinal regression analysis. The research findings determined that the main social innovations practices by social enterprises in Nairobi Kenya were impact investing, community led development, open-innovation, co-creation, and partnerships. Those that were rarely practiced included behavioural insights, collaborative consumption. crowdfunding and crowdsourcing. The findings also determined that co-creation, impact investing, community-led development and open innovation have a significant effect on the sustainable performance of social enterprises in Nairobi, Kenya. The study however, determined that entrepreneurial ecosystems have no significant moderating influence on the link between social innovation practices and the sustainable performance of social enterprises in Nairobi, Kenya. The study recommends to management in social enterprises to enhance their interaction with universities, research labs, and even rivals. Further, social enterprises should keep emphasising communities as the centre of their creations by including beneficiaries in the design and execution of solutions to guarantee relevance and ownership but also foster long-term sustainability and confidence inside the society. For policymakers, the study recommends that they should have programs for capacity-building that should concentrate on improving localised development plans and participative innovation. Further a policy framework should support knowledge sharing platforms with regular forums, innovation centres, and digital platforms which help to promote peer learning, copy-on-demand of successful models, and cross-sector alliances.
Effect of organization culture on employee burnout in the banking industry in Nairobi County, Kenya
(Strathmore University, 2025) Kagose, E.
Burnout is prevalent in the workplace in varying degrees across nations, sectors, or categories of employees. In Kenya, past studies on employee burnout report a prevalence of 62% in the banking industry. Given that banking plays a significant role in the national economy, it is imperative for commercial banks to develop and implement strategies to reduce this burnout. Global evidence suggests there is a role for organizational culture on burnout among bank employees. Yet, research on this relationship in Kenya’s banking sector remains scarce. Therefore, this research investigated effect of organization culture on employee burnout in the banking industry in Nairobi County, Kenya. Its specific objectives were to: analyse market culture effect on employee burnout in the banking industry in Nairobi County; examine clan culture effect on employee burnout in the banking industry in Nairobi County; determine hierarchy culture effect on employee burnout in the banking industry in Nairobi County; and assessing adhocracy culture influence on employee burnout in the banking industry in Nairobi County. The study was underpinned on competing values framework theory and job demands-resources theory. A positivist research philosophy that integrated descriptive cross-sectional research design was adopted. Out of a population of 12,882 clerical staff around the country, the target population of the study was 271 clerical staff in headquarters of commercial banks in Nairobi County. Using a sample size determination formula, 161 participants were decided as the sample size. A structured questionnaire adapted from previous studies was administered to respondents after a pilot study and confirming its validity and reliability. Both drop and pick later method and online Google forms modes of administration were used. The data was analysed descriptively first and thereafter followed by inferential statistical analysis by way of the Pearson (r) correlation and multiple linear regression using the statistical package for the social sciences. The findings were captured in tables and supported by interpretation and discussions. The findings revealed that the four organizational culture types explained 17.4% of change in employee burnout and this was statistically significant. The coefficients indicated that market culture, adhocracy culture, and hierarchy culture did not have any relationship with employee burnout. On the other hand, the study found that clan culture had a negative and significant effect on employee burnout implying that increasing clan culture practice would reduce burnout among clerical staff. The study concludes that clan culture has a positive outcome for employee burnout. Market culture, hierarchy culture, and adhocracy culture did not have any outcomes on employee burnout among clerical staff. The study recommends that the government, through the Central Bank of Kenya, the government can support initiatives aimed to promote wellness in the sector such funding for counseling and treatment centers for mental health issues. The study recommends for top management in banks to promote the tenets of clan culture into their company’s vision, mission, and core values. This can be achieved by creating initiatives in the organization that recognize and award team work and collaboration among employees.

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