MBA Theses and Dissertations (2024)

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Role of emotional intelligence in transgenerational succession among family businesses in Nairobi County
(Strathmore University, 2024) Kairu, I.
Transgenerational succession has been a major concern for many businesses within the world due to conflicts between the owners, their families and management teams. This has consistently derailed the operations of the institutions. In Kenya, more than 70% of businesses are family-owned, but only 10%-15% survive past two generations, hence there is need to understand what can help to improve the succession within these family firms. This survey sought to establish the role of emotional intelligence during transgenerational succession in family businesses in Nairobi County. This was studied within the lenses of key emotional intelligence aspects; self-awareness, self-management, social awareness and self-regulation in transgenerational succession in family businesses. The research was premised on the social exchange theory, emotional contagion theory and the family systems theory. The study used a positivist paradigm and a descriptive research design in the investigation. Population of the survey was the registered (530) firms under the Association of Family-Owned Businesses. Purposive sampling was used in the selection of participants with only firms that have undergone transgenerational succession being included in the research. A sample of 228 firms that have gone through succession was considered for the research. A structured research questionnaire was utilized in the data collection with both drop and pick method as well as use of Google forms. The study instrument was pretested to determine its reliability and validity. Analysis of the study data was conducted using descriptive and inferential statistics. The findings showed that there was a weak positive correlation between emotional intelligence (i.e., self-awareness, self-management, social awareness, self-regulation) and transgenerational succession. Regression results revealed that overall, there was a positive and statistically significant relationship between emotional intelligence and transgenerational succession in family businesses. However, the relationship with individual measures of emotional intelligence offered varied results. Self-awareness, self-management and self-regulation had a positive and significant effect on the transgenerational succession in family businesses. On the other hand, social-awareness did not have a significant effect on transgenerational succession in the family businesses studied. Based on these conclusions, the study recommended that family businesses should create a supportive environment where individuals feel comfortable expressing their thoughts and feelings. Additionally, the study recommends that family businesses should prioritize the establishment of clear protocols to facilitate positive resolution of disputes as well as promote trust and confidence among stakeholders during transgenerational succession. The study notes that emotional intelligence may have varying long term effects and therefore recommends longitudinal studies tracking family businesses over multiple generations. Keywords: Self-Awareness, Self-Management, Social Awareness and Self-Regulation,
Assess factors influencing adoption of digital transformation among manufacturing sector firms in Nairobi region
(Strathmore University, 2024) Kipkirui, F. M.
The rapid changes in technological advancement implications are for companies to keep up with the trends and exploit them to their advantage. The manufacturing sector has been signaled as one of the industries that have been slow in its digital transformation. Kenya’s manufacturing sector has not been able to leverage digital transformation to enhance its performance and is behind in meeting its Vision 2030 goals. Therefore, this study assessed the influence of technological, organisational, and environmental factors on DT in Kenya’s manufacturing firms in the Nairobi region. The study was anchored on the technology organisation and environment (TOE) Framework and Diffusion of Innovation (DOI) theory. A positivist research philosophy fits with the study’s objective and is thus adopted. A descriptive correlational design is used as the study aims to describe the association between factors that may influence digital transformation. The target population was 725 firms from which a sample size of 176 was selected as the units of analysis. In each of the 176 firms, a senior manager involved in strategy implementation was purposively and conveniently sampled. The data was gathered using a Likert scale-based questionnaire that was checked for validity and reliability in a pilot study from which the internal consistency of items was assessed. The output indicated that technology, organisation, and environment factors together explained 47.5 % of the change in DT adoption in manufacturing firms and was significant at the 95 % confidence level. Independently, technological factors had a .577 positive and statistically significant effect on DT adoption. The study therefore concludes that increasing technological factors in manufacturing firms will contribute to an increase in DT adoption while organizational and environmental factors do not have any effects on DT adoption. the study recommends that manufacturing firms focus on using technology that has affords them a relative advantage over the existing technology. Keywords: Digital transformation, Manufacturing, Technological, Organizational, Environmental factors.
The Effect of servicescape on customer satisfaction: a study of tier one banks in Nairobi County
(Strathmore University, 2024) Muiyuro, M. W.
Customer satisfaction is a key driver of success for service-based businesses like banks. While product and service quality are well-known factors influencing satisfaction, the physical environment or "servicescape" in which the service is delivered can also significantly impact customers’ perceptions and experiences. This study focused on Tier One banks in Nairobi County, pivotal due to their substantial market share and compliance with regulatory standards, and explored how improvements in both physical and virtual servicescapes can enhance customer satisfaction. Previously, these banks faced the challenge of integrating digital innovations with traditional banking environments to satisfy a dynamically changing customer base. This study addressed these challenges by examining the effects of three key dimensions of servicescape: self-servicescape, interpersonal servicescape, and remote servicescape. The research was guided by Bitner’s Servicescape Model and the Stimulus-Organism-Response (SOR) theory. It identified significant gaps, such as the lack of integration between physical and digital servicescapes. Adopting a positivist philosophy, the study utilized a descriptive cross-sectional research design. Data was collected from customers of Tier One banks in Kenya. The analysis revealed that these servicescape dimensions profoundly influence customer perceptions and satisfaction levels. Findings from the research study indicated that the effective management of both physical and digital environments in banks substantially influences customer satisfaction. The conclusion drawn underscored that banks displaying a well-integrated servicescape saw greater customer loyalty and satisfaction. This research offers actionable insights for enhancing strategic service management and customer satisfaction within these institutions. This study recommends prioritizing the continuous development of digital platforms that complement the servicescape of physical environments, fostering a seamless customer experience.
Optimizing the delivery of digital skills in public schools: an analysis of cost factors and stakeholder engagement perspective in Nairobi City County
(Strathmore University, 2024) Mwaniki, M.
Considering the government of Kenya’s efforts to integrate ICT into education, this study explored the cost factors affecting the delivering digital skills in Nairobi County's public schools. Identified costs factors include resource acquisition, technical skills, and digital curriculum development. The effect of stakeholder relationships on program sustainability was also investigated. The study focuses on technical related cost factors, resource related cost factors, and curriculum-related costs factors alongside stakeholder involvement. It adopts a quantitative descriptive design grounded in technology acceptance model and stakeholder theory. The study employed a deductive descriptive approach due to the mixed nature of the collected data. It surveyed 187 principals and four critical informants from 353 public primary and secondary schools. Data was collected using a structured questionnaire, and descriptive and inferential analyses were conducted to analyse the collected survey data. Correlation tests found a moderate positive correlation between technical-related factors and digital skill delivery and a strong positive correlation between curriculum-related factors and skill delivery in Nairobi County's public schools. Additionally, a weak positive correlation existed between resource-related factors and skill delivery. Regression analysis indicated a positive and statistically significant relationship between related cost factors and skill delivery. Technical-related cost factors were positively correlated with skill delivery. However, resource-related cost factors showed an insignificant relationship. Curriculum-related cost factors positively influenced skill delivery, while stakeholder involvement had no significant effect. Findings further showed a weak positive moderating effect of stakeholder involvement on the relationship between selected optimization cost factors and the delivery of digital skills within public primary and secondary schools in Nairobi County. The study recommends continuous investment in improving infrastructure to ensure adequate support for the utilization of digital learning content. The study also recommends that the schools and the necessary government agencies address the current staffing shortages by recruiting and training skilled personnel. The study further recommends that public schools in Nairobi should continue fostering the inclusion of digital learning in the curriculum, ensuring alignment with national standards and guidelines for digital education. Keywords: Digital skills, digital literacy, cost, IT Infrastructure, technical-related cost, resource-related cost, curriculum-related cost, stakeholder
The Effect of emerging digital security solutions on fraud risk management in the banking sector in Kenya
(Strathmore University, 2024) Matheri, J.
Banks and other financial institutions increasingly leverage emerging and innovative digital solutions to fight fraud. While this trend is common, the impact of some of these solutions in enhancing financial fraud detection and prevention remains unexplored in the scientific research community. This study explored the effect of emerging digital security solutions on fraud risk management in Kenya's banking sector. The independent variable, emerging digital security solutions, was depicted by biometrics technology, artificial intelligence, and data analytics, with fraud risk management being the dependent variable. The fraud triangle theory and fraud diamond theory made for the theoretical framework. The research study followed a positivism research paradigm and adopted descriptive research for research design. The units of analysis constituted 42 commercial banks in Kenya, from which a sample of 126 IT, compliance and risk management professionals were selected using a stratified sampling technique. Primary data was collected using structured questionnaires and analyzed using descriptive statistics, correlational and multiple regression analysis. Findings show that biometrics do not have a significant effect on fraud management. AI and data analytics were found to significantly affect fraud risk management in the banking sector. Therefore, this research advises banking institutions to invest more in and integrate these two emerging digital security solutions into their anti-fraud frameworks. This research also recommends expanding research to study the effect of other emerging digital solutions.

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