MBA Theses and Dissertations (2015)

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Employees perceptions towards saving for retirement and their effect on employee commitment
(Strathmore University, 2014) Maruti, Rose Nekesa
The purpose of this research project is to find out the perceptions employees hold towards saving for retirement among different age generations, whether they consider it important and necessary to save for retirement or not, and their effects on employees commitment to organizations. The researcher selected to carry out her study specifically on the banking industry in Kenya because it is a major contributor to the economy and it has a large workforce (since it absorbs a lot of talent from the universities and colleges from within and out of the country). It provides a good population mix of individuals in different age groups (Baby Boomers, Generation X and Generation Y) who are suitable for this study. This industry has also been selected because it has several banks of different sizes which carry out different initiatives with regards to retirement saving, thus providing a good basis for my study. The specific objectives of this research were (a) to establish whether employees among the different age generations in the banking industry perceive it necessary to save for retirement, (b) to establish whether saving for retirement when offered as a benefit by the employers, has any effect on employees’ commitment to an organization and (c) to identify what are the preferred methods of saving for retirement by employees of the different age generations in the banking industry. The respondents of this research were selected from thirteen (13) banks in the Kenyan business market that have undergone mergers over the period of the last three years. Out of a population of 31,636 employees in the banking industry, using stratified random sampling and simple random sampling in each stratum, a sample of 150 respondents was selected to participate in the research. 135 respondents completed and returned their questionnaires. Findings and conclusions of the study indicate saving for retirement is necessary and important for employees in the different age groups, though the level of saving varies per age group. Retirement saving is determined by various factors including the level of income and the current financial needs to be met; Saving for retirement has an effect on employees’ commitment to organizations. Employees’ commitment to organizations increases as they grow older and are keener on their retirement savings, therefore they want to remain committed to an employer who provides retirement saving benefits; There are preferred methods of saving for retirement among the different age groups. The younger people prefer to save in short-term quick returns investments while the older individuals prefer to save in longer-term investment plans that offer more security and investment return. Arising from these conclusions, recommendations made include the need to undertake more initiatives to increase the awareness on the necessity and importance of saving for retirement, especially among the Generation Y employees; Organizations need to introduce initiatives that will encourage employees’ commitment to organizations; and the need to increasing financial literacy among employees of the different age groups so as to enable them make wise financial saving decisions. Further research is required with a focus on the investment initiatives being undertaken by employer sponsored retirement schemes. This study brought out that employees undertake other saving initiatives away from their employer sponsored schemes so as to increase their investment return. This indicates that either the employer sponsored schemes are not aggressive in their investments patterns resulting to low returns or the schemes are not being well managed. The study on investment initiatives being undertaken will also help in bringing out the preferred saving options that employer sponsored schemes can incorporate in there schemes so as to encourage more retirement saving among the different age groups of employees.
Assessment of client satisfaction with service delivery models at the Kenyatta National Hospital voluntary counseling and testing center
(Strathmore University, 2015) Wamuti, Beatrice Muthoni
Introduction: High quality service is critical to client satisfaction by affecting retention and loyalty. The main service delivery models within the healthcare industry are vertical and the integrated. Kenyatta National Hospital (KNH) Voluntary Counseling and Testing (VCT) has used the vertical model since inception. However, with over 50% of HIV infected clients in Kenya unaware of their HIV status, the integrated model was adopted to improve VCT service delivery. We assessed the relationship between client satisfaction and service delivery models at KNH VCT, and evaluated staff views. Methodology: Cross-sectional analysis was carried out on 196 clients (stratified random sampling) and 24 VCT staff (convenience sampling). Participants were consented and structured questionnaires administered. Data analysis was conducted using SPSS (Statistical Package for Social Sciences) Version 16. Descriptive statistics were used to report the socio-demographic characteristics. Multivariate analysis using Pearson’s Chi-square test and Multivariate Analysis of Variance (MANOVA) was used to establish and test the strength of relationship between satisfaction and type of service delivery model. Results: Clients had a high level of satisfaction with KNH VCT services. People were rated highest (4.74) while physical infrastructure was rated lowest (4.13). There was no significant differences in satisfaction between vertical and integrated models except in overall booking process (p=0), waiting time before booking (p=0), waiting time before counseling (p=0), and adequacy of pre-test counseling session (p=0.003). The staff scored people highest (4.40) and physical infrastructure (3.97) with no significant differences between the two models. Waiting times was rated lowest overall. There was a significant difference in strength of relationship with clients consistently rating services higher than staff in all parameters. Conclusion: Clients rated KNH VCT services highly with staff receiving the highest ratings and physical infrastructure the lowest; similar to staff perspectives. Improvements in physical infrastructure and waiting times will likely improve overall satisfaction.
Assessing the viability of pharmaceutical technology transfer : a case of Kenya
(Strathmore University, 2015) Mwangi, John Muriithi
Access to essential medicines in developing countries including Kenya has remained a concern. Past studies have pointed out technology transfer between innovator and local generic manufacturing companies as the possible solution to this problem of access. The current study assessed the viability of technology transfer as a solution to medicines access in Kenya. The study assessed the current situation with regard to medicines access and use of pharmaceutical technology transfer as a tool to bridge the gap in essential medicines access; identified the underlying barriers to pharmaceutical technology transfer and proposed a the lifecycle approach framework for technology transfer in the context of Kenya pharmaceutical industry. The study was supported by literature collected from various online sources to support the identified research problem. The research took a descripto-explanatory design using a combination of qualitative and quantitative methods. The study population was the 56 respondents selected in a non-probability purposive manner from the 46 pharmaceutical companies in Kenya operating under the umbrella trade associations of Kenya Association of Pharmaceutical Industry (KAPI) and Federation of Kenya Pharmaceutical Manufacturers (FKPM). The researcher used a self-administered questionnaire to collect information from industry participants and an interview guide to collect data from the Pharmacy and Poisons Board of Kenya. The study results indicated a 79% (n=44) response rate with respondents drawn from local manufacturers (38.6%), importers (25%) and innovator companies (29.5%). The study identified gaps in the medicines access in Kenya as perceived by 47.8% or the respondents mostly driven by the lack of government funding (84.1%), insurance reimbursement (49.1%), high cost of medicines (75.3%) and lack of manufacturing capacity (55.6%) & technology (61.4%). Additionally the study identified the cost of R & D (77.3%) and Manufacturing cost (72.7%) as the main hindrances for new product introduction in Kenya. It further identified technology transfer as one measure that can be used to bridge the gap of medicines access through improved manufacturing capacity and technology in Kenya (79.6% of respondents). The study identified qualified personnel ( r=.709, p=.013), manufacturing capacity ( r=.709, p=.013), intellectual property rules (r=-.729, p=.023), competition from imported products ( r=-.759, p=.002) and access to innovator companies (r=-.824, p=.014) as the main factors; while regulatory framework (r=.717, p=.910) and past failures (r=.258, p=.015) were shown to have minimal impact on pharmaceutical technology transfer in Kenya. Finally the study indicated that only 48.6% (n=17) of the respondent companies had plans for technology transfer, out of which only 47% (n=8) had a technology transfer framework in place which in itself was not effectively working (p=.106). The study proposed and verified a six step lifecycle based approach framework for pharmaceutical technology transfer for a new tablet formulation product. The study concluded that there was a gap in medicines access and identified the role that can be played by technology transfer premised on a feasible framework. The study recommends establishment of more awareness channels for technology transfer, fostering of collaborations between stakeholders and further studies on the lifecycle approach to technology transfer in real life setting.
An investigation of the effects of human based knowledge management on staff productivity in Kenyan banks
(Strathmore University, 2015) Njooro, Isabel
In Kenya, the business of banking is competitive, and within a 1 kilometre radius in Nairobi’s Central Business District, all 43 banks have a presence. However, with Bank’s offering the same products and services in a competitive banking sector, knowledge and its application is one way to diffuse culture and create a forum to enhance competitive advantage. The 21st Century path for knowledge management has traditionally been viewed from an input-based point of view, leading many organizations to fail in their quest for economic gain from knowledge management. This research explores the effect of human based knowledge management, where often the tacit knowledge that resides in productive individuals is most productive where applied and exchanged within the organisation. This resource based, output based view of knowledge looks at applied knowledge as most productive, compared to explicit knowledge that lies in repositories. The challenge of institutionalization of tacit knowledge, together with a framework to institutionalize this knowledge, are the focus of this exploratory research. A common challenge across banks is a high turnover of employees, hence tacit knowledge can easily move to the next organization once a valuable staff member exits, or simply remains dormant and is not used, eventually turning obsolete. The effect on this on a new staff member is to make the learning curve a long and difficult journey, which could be easier with a strong organizational human based knowledge management culture. This research thus explores a framework to use for organizations as Banks, in view of the possibility that indeed there is knowledge management activity in commercial banks, but these efforts would need to be coordinated through a simple human based knowledge management framework that is easy to use and validate.
An exploratory study on consumer purchase drivers towards private label brands : a case of Nakumatt Supermarkets in Nairobi
(Strathmore University, 2015) Ng’aru, Martha Njeri
Private label branding strategies are an emerging trend among retail supermarkets in Kenya. Though previous studies on private label brands have been done in other countries, none has been done in Kenya, hence the gap explored in this study. The study sought consumer perceptions towards private label branded products by examining their response to consumer purchase drivers of price, promotion, store image, packaging and product quality. A descriptive survey design was used for the study with a total of 166 respondents drawn from various Nakumatt stores in Nairobi. Collected data was analysed using a quantitative approach. The results from the regression analysis model showed that quality, price and store image were most influential in consumers’ decision to purchase Nakumatt’s Blue Label branded products. Further, using ANOVA test the study demonstrated that consumers do perceive private label brands to be different from established national brands, with regard to price and packaging. In view of the findings, to retailers offering private label brands in Kenya, the study proposes differentiation and cost leadership strategies. These strategies embedded on the most influential consumer purchase drivers, will enable retailers effectively compete with established brands and gain a bigger market share among retail supermarket shoppers in Kenya. As the study focused on Nakumatt only, future studies may include other major retail supermarkets in Kenya and compare the results on consumer perceptions towards private label brand offering. Further studies may also be done to identify and include other factors that may influence consumer purchase decisions.
Evaluating employee turnover and the adoption of modern retention strategies in Kenyan insurance firms
(Strathmore University, 2015) Kinyanjui, Njeri
Employee turnover and its relationship to retention strategies employed by firms is a complex area of study. Many investigations have been published about employee turnover and job satisfaction however; there is a paucity of information in the literature about the traditional and modern employee retention strategies and their effect on employee turnover. The purpose of this study therefore was to evaluate employee turnover and the adoption of modern employee retention strategies in the Insurance industry with a view of recommending strategies to reduce employee turnover. The study used the descriptive design and the methodology was quantitative. A multi stage sampling technique was used to select a sample of the top five insurance companies in Kenya and the respondents from the selected firms. The main instrument of data collection was a questionnaire. The findings indicate that the employee turnover rate in the insurance firms was moderately high but there were efforts by the respective management to reduce this rate. Inadequate and mismatched employee pay package as well as few promotion opportunities was regarded as the greatest cause of employee turnover in the firms. The most common traditional retention strategy employed by the firms was salary increments and subsidized insurance premiums for the employees. The findings also indicated that most of the modern retention strategies were used to a less extent though the develop-deploy-connect seemed to be gaining traction in use by the firms. The highlighted recommendation was that the firms should seek to employ modern retention strategies as they have been proven to be effective in developing economies.
An exploratory study on social media use and Facebook engagement by companies listed on the Nairobi Securities Exchange
(Strathmore University, 2015) Groenewegen, Raphael Wainoga
The use of social media by businesses is relatively new and is a fast evolving field. The problem is Kenyan businesses are venturing into it without sufficient knowledge of how best to use this new media effectively. However, some companies listed on the Nairobi Securities Exchange (NSE) are excelling and being recognized for their use of social media. This dissertation tries to solve the problem by looking at how the listed companies of the NSE are using social media in order to identify useful practices for other businesses. Using Facebook as the proxy for social media use, the study identifies what NSE listed companies are using Facebook for and which potential uses are not being exploited. Finally an analysis is performed to see which message strategies are effective in increasing engagement with the public through Facebook. This dissertation includes a two-part methodology. First online searches were conducted to find out which social media platforms are being used by the companies and then a content analysis was carried out on the Facebook message posts of the companies in the month of January 2015. The findings show that 69.35% of the companies are using some form of social media with 61.29% using Facebook. The Banking sector is the most prolific while the Agricultural sector has the lowest uptake of social media on the NSE. The companies are mostly using Facebook for marketing activities, general engagement, customer service and public relations. The companies are not using Facebook for social commerce, crowd-sourcing and shareholder communications. The findings also show that using graphics on posts, inviting a response to a post and offering a potential reward for responding to a post are all message strategies that have a positive effect on increasing a post’s engagement level though there are other variables which contribute to a post’s engagement level which need to be explored. This dissertation concludes that all Kenyan businesses need to be using social media but will have to allow for some experimentation to take place and measure what works and what doesn’t in order to obtain tangible benefits from this tool.
An evaluation of the role of information sharing in mitigating non-performing loans in Kenya’s banking sector
(Strathmore University, 2015) Maina, Naomi Wanjiku
This research was an evaluation of the role of information sharing in mitigating non-performing loans in Kenya’s banking sector. Guided by five research objectives, the study established quarterly distribution trend of the non-performing loans (NPL) from 2004-2013, identified factors accounting for NPL, examined the relationships between the key factors, evaluated the effect of information sharing on NPL and proposed strategies on improving information sharing towards mitigating NPL for Kenya’s banking sector. A census of 44 banks and 2 credit reference bureaus (CRBs) was undertaken using self-administered questionnaires and interviews, respectively. Descriptive statistics, factor and regression analysis were employed on the primary and secondary data collected. Limitations to the study included denied access by Central Bank of Kenya (CBK) and some commercial banks resulting in a 63% response rate. The study confirmed that information sharing practice is only one among other factors that account for NPL. The behaviour of the NPL trend in 2004-2013 was observed as affected directly or indirectly by bank lending rates, real GDP, annual overall inflation and specific provision. Three factors account for NPL behaviour – regulation, macroeconomic and bank-specific factors. In a multiple regression model bank-specific factors - bank lending rates and specific provision- have significance; macroeconomic factor overall annual inflation showed significance; real GDP showed non significance. As a bank specific factor, information sharing role is critical in mitigating NPL as it corrects the moral hazard problem of information asymmetry. All banks confirmed submitting and receiving ‘full file’ credit information to either of the CRBs. Negative credit information received from CRBs assists banks’ decision to ration credit, demand collateral and reject loan application; while positive information guides banks’ as one of several other assessment criteria required before loan approval. Strategies to improve the mechanism include expansion of borrower data captured by CRBs, CBK to promote innovation in information sharing products, quality and reliability of the data. The peculiar and contradicting behaviour of macroeconomic factors – overall annual inflation and real GDP – in affecting levels of NPL in a multiple regression model is a suggested area of further study.
Effect of outsourcing on performance of logistics industry in Kenya
(Strathmore University, 2015) Kogoh, Zachary Brian Kipchirchir
The research was undertaken to explore the extent of outsourcing of the logistics function within the logistics industry. The research included a study of the effect of order processing, warehousing, packaging and transport logistics outsourcing on the performance of the logistics in Kenya. The population of the study were logistics companies in Kenya. Taking logistics companies based in Nairobi to be representative of the rest of the country, the study employed random sampling to arrive at a sample of 96 companies. Data was collected by means of in-depth questionnaires with senior management staff representing the players in logistics industry. The response rate was 73%. The findings of the research demonstrated that the industry players outsourced order processing, warehousing, packaging and transport logistics albeit partially. Order processing, warehousing and transport logistics outsourcing were found to have a statistically positive effect on the performance of the logistics industry in Kenya.
Effects of competitive strategies on market share for commercial banks in Kenya
(Strathmore University, 2015) Kasurah, Sarah Siimoi
A major development in today’s world is the increased interest in management of customers so as to maintain and improve market share. Current problem is that banks have many competitive strategies but there is need to understand if strategies deployed, are the most effective, sustainable, and competitive. This understanding, will ensure full optimization of resources hence avoid unnecessary losses. Poorly deployed competitive strategies in a market have led to companies losing or reducing market share since strategies deployed, do not address key customer needs. This research therefore, sought to bridge the existing knowledge gap by carrying out a study on effects of competitive strategies on market share for commercial banks in Kenya. Key focus was on agency banking, bancassurance and mobile banking. The research design used in this research was descriptive survey. The population that was targeted in this study constituted of 44 commercial banks that have been licensed in Kenya, hence 44 respondents. The Primary and Secondary data was deployed where survey questionnaires, were handed to all operation managers of the Kenyan commercial banks. The quantitative data that was collected in this study was evaluated by means of SPSS (Statistical Package for Social Sciences) software. These results were presented via standard deviations, means, frequencies, and percentages. The results were also displayed via pie and bar charts, prose-form and graphs. This involved tallying of responses received, calculating variation percentages on responses received and decoding data as per required study objectives through SPSS. Testing of qualitative or open ended data was done through use of content analysis. To achieve the relative implication of the three variables (agency banking, bancassurance and mobile banking) regarding market share, the multivariate regression model was used. This research study established a positive relationship between agency banking as shown by a coefficient of (0.474), positive relationship between bancassurance and market share for commercial banks in Kenya as shown by a coefficient of (0.281) and positive relationship between mobile banking and market share for commercial banks in Kenya as shown by a coefficient of (0.376). The study recommended that banking institutions ought to invest more on agency banking compared to other competitive strategies researched in this study. It was found to be more positively related to the acquisition of new market for commercial banks. The study recommended that banking institutions ought to consider intensifying on mobile banking. This is because it would increase accessibility of services to the customers and thus improving institutions’ financial performance and market share. Due to the increased competition, Kenyan commercial banks ought to embrace bancassurance as a competitive strategy. This is because the banks would also benefit from bancassurance by increasing sales, market share and improving its operations but to a minimal extent if compared to agency banking and mobile banking. The study also highlighted and recommended the need to analyze effects of other competitive strategies not mentioned in this study for continuous knowledge that would guarantee business sustainability for banks.
Examining the role of social entrepreneurship in water resources users associations in enhancing the management and conservation of water resources
(Strathmore University, 2015) Ogut, Petronilla A.
It is expected that as the world population continues to soar, there will be an increased pressure on the available water resources. This study sought to examine the role of social entrepreneurship in water resources users associations (WRUAs) in enhancing the management and conservation of water resources in Kenya. Specifically, the study explored the motivation behind the formation of WRUAs, the sustainability of their social mission and their economic sustainability while at the same time unraveling the opportunities available to them and which were capable of enhancing them to attain their mandate. The study further explored the challenges faced by WRUAs. All this was carried out with the aim of establishing a clear inter-linkage of WRUAs and the concept of social entrepreneurship in order to establish a sustainable social entrepreneurship framework in the management and conservation of water resources. The study was carried out in two catchment areas; Tana and Athi Catchment Basins. It was qualitative in nature and was able to draw the participation of one hundred and thirty five (135) members drawn from fifty three (53) WRUAs and six (6) key informants from institutions that were key players in water management and conservation. While focus group discussion was used to gain insights from the members of the WRUAs, interview schedules were used to gather information from the key informants. Observations in the form of transect walk enabled the study to capture more insights into the operations of the WRUAs. In total, twelve (12) focus group discussions were carried out. The data gathered was analyzed through content analysis and descriptive inferences made out it. The findings of the study reveal that the motivating factors leading to the formation of WRUAs are centered on the conservation and management of water resources at the sub-catchment zones. Such factors include; the need to address environmental degradation, create a sustainable solution to water related conflicts, curb pollution of water resources, address the issues of water scarcity, quality and quantity among others. The WRUAs address these issues by relying on member contribution, annual subscriptions and from funding from Water Resources Management Authority, Water Services Trust Fund and other stakeholders. At the same time, most of the WRUAs in this study had been able to engage in commercial activities in order to raise revenue to sustain their administrative, operation and maintenance expenses. Nevertheless, most of these associations had not been able to realize economic sustainability by the time of this study. The main challenges facing the WRUAs were those of lack of adequate financial capacity leading them to be over reliant on the membership contributions and annual subscriptions as well as funding from government agencies and donations from well wishers, NGOs and other stakeholders. Weak institutional structures and the existence of many overlapping role of government agencies was also another challenge that affected the ability of the WRUAs to be economically sustainable and successful in many of their ventures. The study was able to find out that WRUAs were a valuable component in many sectors of the economy such as agriculture, tourism, energy and were a source of employment to many. Nevertheless, the non-existence of tools to measure the performance and impact of WRUAs was a challenge that negatively impacted on the ability of the value proposition of WRUAs to be clearly articulated. The respondents were of the view that more needs to be done if WRUAs were to become a sustainable venture both economically and socially. To achieve this, the study found the social entrepreneurship concept as one of the best tools of addressing the economic sustainability of the WRUAs.
Investigating the relationship between medical staff training and organisational performance : a case study of Kenyatta National Hospital
(Strathmore University, 2015) Irimu, Henderson Munene
This study investigated the relationship between the training of Medical staff at Kenyatta National Hospital and the performance of the hospital. The perception was that training of Medical staff had not translated into improved organizational performance at the Kenyatta National hospital during the period 2008 to 2012. The study explored the selection process for training of medical staff, the type of training offered and barriers that hinder transfer of knowledge in the hospital. The study gives stakeholders a deeper understanding of the relationship between medical staff training and institutional performance. This is a case study research using both quantitative and qualitative methods within a single–phase of data collection and analysis. Primary data was collected using questionnaires administered to medical staff and face-to-face in-depth interviews with key informants. Secondary data is obtained from review of documents. The procedures for selection of staff for training are not well understood by the staff. The study reveals that a thorough training needs assessment is not consistently done at the hospital, leading to possible bias in the selection of staff to be trained. Transfer of knowledge in the institution is hampered by lack of proper channels of communication and low staff motivation. Multiple regression analysis of the independent variables revealed improved organizational performance following the introduction of the moderating variables (organizational support and motivation) with the coefficient of determination (R2) = 0.452.Staff training had a 10.2% effect on performance explained by two variables: selection procedure and transfer of knowledge. The study recommends periodic training needs assessments to identify staff capacities and training needs as well as selection of training programmes aligned to the hospital‟s strategic focus. The study was limited in that it was a case study in single institution and the findings may not be fully replicable across multiple cases. Limited automation in the hospital was another challenge that was overcome through triangulation. Further research is suggested after changes in the design and management of health delivery systems using quality management approaches. A study of the effect of organizational culture on the performance of Kenyatta National Hospital may provide useful insights.
Determinants of performance in an insurance sales team : a case study of the UAP insurance direct sales force
(Strathmore University, 2015) Kiruti, John Michael Itimu
The tied agents’ distribution channel for selling general insurance products was pioneered in Kenya by UAP Insurance Company through the Direct Sales Force channel in 2001. In this study the relationship between sales performance as the dependent variable and five identified independent variables was investigated within the context of Direct Sales Force working in teams at UAP. The identified determinants of sales performance were; Team leadership, Team work design, Team member organisational commitment, Team member capacity and team member work-life balance. The research used both quantitative and qualitative approaches as the independent variables under study related to perceptions and views of the participants, a qualitative aspect while actual sales performance was quantitative. Actual sales performance was measured in terms of average premium generated per team as well Top Achievers or Tier 1 DSF premium as a percentage of team total premiums. According to UAP, Top Achievers DSF had a premium volume in excess of Kes.2.8 Million annually. Survey research design was used to collect data by way of questionnaire to the Direct Sales Force Agents selected in the sample while an interview was used on the Head of DSF. A sample of 140 agents out of 563 DSF agents was selected using stratified sampling probability method. The study revealed that mean rating on work design was high at 0.40637 equivalent to 81.3%in respect of job autonomy, social support and interaction with the customer. On commitment, the mean was highest on Affective commitment at 3.7934 or 75.9% signifying high emotional connection with the organization. On leadership style, above average results was recorded on transformational leadership at 76.7%. However work life balance recorded a below average score of 2.65% or 53% indicating little or no conflict between work and family in these teams. Competence also had average score with experience at 3.1639 or 63.3% and education at 2.9698 or 59.4%. However in linking these variables to the dependent variable findings using both the Spearman’s rank correlation and Pearson correlation show that none of the predictors were statistically significant at p = 0.05 level. The study concludes that none of the independent variables was related to sales teams’ performance as measured in terms of average premium sales per team and percentage of the top achievers premium to total premium. Team performance may be explained through aggregated individual efforts by DSF agents and not through coordinated team effort to achieve results.The research encountered limitations in terms of the number of responses due to the nature of work of the respondents as field staff. Another limitation revolved around the geographical spread of the teams across nine towns in Kenya requiring great challenges to coordinate distribution and collection of the questionnaires. It is suggested that future research be carried out on the determinants of performance for DSF as individuals and not in teams. More specifically on what drives high achievers to great performance and what had kept the low achievers on dismal performance.
Competitive advantage of M-Pesa, is it sustainable?
(Strathmore University, 2015) King’ori, Gladys Wahito
Mobile Money Transfer (MMT) is an innovation to transfer money using the Information and Communications Technology (ICT) infrastructure of the Mobile Network Operators (MNO). Kenya’s largest MNO, Safaricom, launched an MMT, M-PESA, an innovative payment service for the unbanked in March 2007. Within the first month, Safaricom had registered over 20,000 M-PESA customers, well ahead of the targeted business plan. The growth of M-PESA is faster that the growth of formal bank accounts. Despite competition with telcos and banks, Safaricom’s MPESA has accounted for 78.5% of the total number of active mobile money users in the country. There is therefore some form of competitive advantage that M-PESA is leveraging to gain market share. The purpose of this study was to use the Porters Five Forces model to determine the sustainability of M-PESAs competitive advantage. A descriptive survey design was employed to achieve the study’s objectives. Data was collected from 185 of the targeted 240 respondents using questionnaires. It was found that the main sources of competitive advantage for M-PESA as a MMT service are: most of the people that use money transfer services in Kenya are on the M-PESA service, the integration of M-PESA and banks, the minimum adoption barriers and the simple and transparent pricing. Analysis the sources of competitive advantage by using the Porters Five Forces model and regression analysis indicates that M-PESA has a sustainable competitive advantage as a MMT in Kenya. The study recommends that M-PESA looks out for new threats like Mobile Virtual Network Operators (MVNOs) and that future studies to be done with a higher sample size from the various towns in Kenya for a comprehensive generalization of the results.
Farmer factors for targeting in the certified maize seed market of Western and Coastal Kenya
(Strathmore University, 2015) Githinji, Pauline Bilha Wairimu
Agricultural input organizations at best group farmers on the basis of geography and yet customers, the farmers, are the final arbiters on the financial performance of the organization. This research investigated multiple characteristics of farmers for farmer factors that may be used for targeting in the certified maize seed market of Western and Coastal Kenya. The latent class finite mixture method of cluster analysis was used to model a survey sample data of 313 observations and, therefore, to first define the farmer groups or segments in the study market and then investigate for those farmer factors that would be influential in targeting social or extension initiatives and marketing strategies to the farmers. The study found that the study market is dominated by smallholder farmers at 98%, and that the farmers may be grouped into two distinct farmer groups, the empowered smallholder farmer and the challenged smallholder farmer, with a proportion of 85% and 15% respectively. The empowered farmer has the desired positive agronomic practices but is socioeconomically challenged, while the challenged farmer has poor or negative agronomic practices and is socioeconomically adverse. Socioeconomic status and gender continued to be significant factors in the smallholder dominated market but negative or resistant agronomic practices were found to have the strongest associations. Consequently, farmers may be addressed as belonging to one of either profiles, and the empowered farmer profile may be the focus for marketing strategies design while the challenged farmer profile may be the focus for social initiatives design. Additionally, seed recycling resistant behavior should be a key factor and in the context of other factors as well.
An assessment of the role of the health sector stakeholders in creating awareness of the existence and dangers of counterfeit drugs in Kenya
(Strathmore University, 2015) Muriithi, Eunice Wamaitha
Counterfeiting has become one of the largest world’s largest and most rapidly growing enterprises, a situation that cannot be ignored neither its impact underestimated. While studies in the past have focused on how to control and secure the supply chains, the problem seems to escalate. Lack of knowledge on how to identify counterfeited drugs among consumers is one of the factors that are driving the illegal trade in Kenya. This research sought to assess the role of health sector stakeholders in combating counterfeits drugs in Kenya, by determining the level of awareness of the existence of counterfeit medicine and risks thereof, the approaches used by different stakeholders to combat counterfeits and finally the opportunities that can be explored to further reduce the problem. The study population comprised the pharmaceutical companies registered under the Pharmacy and Poisons Board (PPB), professionals working in such organizations as well as consumers buying medicines from the registered pharmacies. The study was carried out as a two-stage research design using a multi-method approach of data collection. The focus in the first stage through questionnaires was on a sample size of 294 registered pharmaceutical distributors and retailers as well as a sample of 400 consumers purchasing the drugs from the pharmacies. A second stage consisting of interviews was done targeting 7 manufacturers and 2 regulators of the pharmaceutical industry in Kenya to get a deeper understanding of the findings in the first stage. The results revealed that there were counterfeit drugs awareness campaigns in place by government, non-governmental organizations, manufacturers and medical professionals, although their effectiveness does not seem to be felt among the consumers who in most cases indicated not being aware of their dangers. The opportunities for creating consumer awareness on counterfeit drugs included increased funding for training and research, educating consumers on how to identify counterfeit drugs and the dangers associated with their use, more collaboration among the stakeholders and full operationalization of Anti-Counterfeit Act of 2008.The recommendations from this study include the need for lobbying to amend the law that defines the counterfeit drugs and providing for stiffer penalties on counterfeits to ensure that reported cases are brought to justice. Areas of further research include conducting similar study in the rural settings of Kenya and determining the costs to stakeholders associated with fighting counterfeit drugs.
Converting municipal solid waste to electricity for sustainable waste management : determinant factors for successful set up of a waste to electricity facility
(Strathmore University, 2015) Koech, Carol Chepkemoi
Municipal Solid waste is a major challenge in most cities and especially in developing countries where budgetary constraints exist. This is exacerbated by the ever increasing urbanization which puts even more pressure in the existing infrastructure. With Africa having the highest rate of urbanization at 3.5% annually and the least developed waste management infrastructure, an urgent solution is required in order to save the environment and the health of people living near the open dumps which is the most common final waste disposal system. The study sought to find the entrepreneurial opportunity in the final waste disposal in the city of Nairobi. The study sought to estimate the potential of electricity in the current waste generated in Nairobi city by using the different waste to energy technologies i.e. Landfill gas to electricity and incineration. Literature was reviewed on landfill gas to electricity, incineration, factors affecting successful set up of a waste to electricity facility and the benefits of converting waste to electricity. The study also sought to understand the factors that have the most impact for setting up a successful waste to energy facility and a survey was administered to players in the municipal waste segment. Factor analysis was done to identify the factors that have the most impact in successful set up of a waste to electricity facility. Data collected from the survey was analyzed and the factors with the greatest impact successful set up of a waste to electricity facility were identified. The factors identified were: Stakeholder involvement for political support, regulatory framework and municipal waste chain management. The other factor was location in order to understand the available waste quantities and the environmental impact. The last factor was economical with incentives to attract investors being a key component to this. The benefits of setting up a waste to electricity facility were articulated as employment creation, carbon credits and carbon tax, financing and tax incentives, revenue from sale of electricity and heat and environmental benefits.
Telework adoption and its effects on employee engagement : a survey of ICT organizations in Kenya
(Strathmore University, 2015) Cheruiyot, Timon
This study examines the level of adoption of telework in ICT organizations in Kenya; and its effects on employee engagement. Its starts by a giving a background of the current situation in Kenya that relates to telework: the development of ICT infrastructure, mobile penetration, internet usage and the commuter/transport problem in the country. Literature review of previous studies gives an overview of telework adoption in other countries and contexts. To gather data specific to this study, a list of registered ICT organizations was retrieved from the Communication Commission of Kenya (CCK). The commission had categorized the ICT organizations into groups according to the service they offered. These groups were used in stratified sampling methodology employed in this research. An online survey by use of questionnaires was the primary data collection tool. Face to face interviews were used after the surveys to validate some data from the responses. SPSS was then used to analyze correlation between variables; including the strength and direction of the relationships. The study found that the level of adoption of telework in Kenya was lower than the world average, despite having a developed ICT infrastructure. It also established that employees generally had a positive attitude towards the telework concept, but managers were concerned about the loss of control that the concept would bring. Teleworking employees had a higher Employee Engagement Index (EEI) than their workplace counterparts, though both teleworking and non-teleworking employees preferred parttime (not full time) arrangement if given a choice. The study recommends telework adoption for jobs that are suitable for the concept. It also recommends creation of awareness of the benefits of the concept to businesses, which include higher EEI as well as savings from reduction of transport costs incurred in commuting to/from the workplace. From the findings of the study, it was established that managers were concerned about loss of control over teleworking employees. To mitigate this, measures can be put in place to measure and track productivity of teleworkers; using some Key Performance Indicators (KPIs) that link to the overall goals of the organization.
Examining the factors that contributed to the turnaround of Chase Bank (Kenya) Ltd
(Strathmore University, 2015) Waweru, M. Gitau
The main objective of this study was to examine the factors that contributed to the turnaround of Chase Bank (Kenya) Ltd from insolvency in 1995 to a vibrant solid 2nd tier bank by 2010. The study sought to establish the factors that contributed to the bank’s turnaround. The study adopted a case study methodology. Primary data was collected through interviews with 10 employees, a longstanding customer and a representative of the industry association. The study results suggest that leadership, focus on stakeholder needs and strategy would explain the bank’s successful turnaround more than focus on process improvement does. With respect to leadership, the study found that openness with stakeholders, including openly admitting mistakes, discussing the bank’s vision, getting commitment from the employees and building confidence in the institution were some of the leadership factors that contributed to the turnaround. With respect to strategy, the study found that identifying and developing expertise in a niche market, nurturing relationships with customers in the niche, evolving this strategy by converting to an SME bank assisted the bank in generating profitability necessary for the turnaround. Further, by involving every one of its employees, directly and indirectly in the strategy development, employing the balanced scorecard, linked to the performance management system to monitor strategy implementation, the bank ensured that its employees understood and implemented the strategy. The bank also used various means to gain the support from its main stakeholders. In terms of process improvement, the bank’s IT systems did not play a major part in the turnaround, but the bank tried to ensure that it provided first class services to its customers even though they had a system that was largely manual. The study concludes that leadership, strategic focus and stakeholder focus contributed the most in the turnaround of Chase Bank. Process improvement focus may not have made significant contribution to the turnaround, but this shortcoming was compensated for by first class customer service. This research adopted a qualitative approach. Further research using a quantitative approach may throw more light into how leadership, strategic focus, stakeholder focus and process improvement focus interacted with each other.
Evaluating the implementation of energy and transportation projects using Public Private Partnership (PPP) model in Kenya : a multiple case study
(Strathmore University, 2015) Hirani, Narendra
Development of its Infrastructure is critical for Kenya to achieve its socio-economic development and poverty reduction goal. However, for Kenya to develop its infrastructure to achieve national development targets it needs to fill a funding gap of USD 40 Billion over the next eight years. The gap in the funding can be filled by using alternative ways to implement the projects. PPP model can be used to implement the projects. However, for the PPP projects to be successfully implemented, certain frameworks need to be in place as well as certain key areas of activity be identified in which favourable results are desired. These key area of activities are defined as Critical Success Factors (CSFs). The study analyses two case studies namely; Kenya and Uganda Railways Concession and Kipevu II Power Project to assess the impact of the CSFs on the successful implementation of the project. The frameworks present at the time of implementation are also taken into account. The study revealed that the CSFs influenced the successful implementation of the project. The study also established that the impact of the CSFs is dependent on the framework in place at the time of implementation and the risks associated with the Project. The study recommends staffing of the relevant bodies with trained and experienced staff and training the incumbent staff on implementation of PPP projects, improve the regulatory environment and develop financial capacity locally. In addition it also recommends that the private parties form appropriate consortiums to successfully undertake the projects. The study further recommends that projects in other sectors are studies as well as projects that shall be implemented wholly under the ambit of the PPP Act.

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