ABSTRACT The attainment of universal health coverage is a top global priority as advanced by WHO and member countries, including Kenya. Social health insurance schemes, like the Health Insurance Subsidy for the Poor serve as one of the means to achieve the UHC challenges of access to care, equity and affordability of services. The purpose of this study was to assess effectiveness of such SHI programmes in improving satisfaction, access and utilization of healthcare among the beneficiaries in...
ABSTRACT Maternal health is the state of health of women during pregnancy, childbirth and the postpartum period. The Kenyan government introduced free maternal healthcare services in June 2013 to address the high maternal mortality rates that stood at 362 per 100000 live births in 2016. Maternal Mortality rate in Nairobi County was estimated to be at 57.1 per 100000 live births as of 2014. The study aimed at contributing towards strengthening maternity services by assessing the availability ...
ABSTRACT The primary objective of the study was to examine the effects of customer experience management on customer churn in the Telco Industry in Kenya. The specific objectives were: to determine the effect of social environment on mitigation of customer churn in the Telco Industry, to examine the effects of service interface on mitigation of customer churn in the Telco Industry, to ascertain the effect of retail environment on mitigation of customer churn in the Telco Industry and to dete...
ABSTRACT The purpose of this study was to explore in-depth the experiences within the St Francis Community hospital (STFCH) in its short Quality Improvement (QI) journey; and to identify both the facilitating and hindering factors encountered in the establishment of Continuous QI initiatives for policy analysis through examining policy actors, content, context and policy process involved in the introduction of QI initiatives. The study was informed by the Theoretical frame work of the Donabe...
ABSTRACT This study sought to establish the factors influencing the adoption of mobile banking in Nairobi County. The specific objectives of the study included establishing how the perceived ease of use, perceived risk, perceived usefulness and how social influence affects mobile banking adoption by bank customers. The research focused on 43 commercial banks with branches within Nairobi Central Business District and formed the population of the study. For each of the 43 banks in Nairobi the ...
ABSTRACT With the increasing business competition and the need to become adaptable to the changing customer needs, firms are integrating operations strategies to improve and retain their customers. Due to different challenges facing automotive industries, these firms are not able to capitalize on their operations in order to deliver products and services as required by customers. The main objective of this study was to determine the influence of operations strategies on customer satisfaction...
ABSTRACT In a world where consumer needs are ever-changing, there is a need to critically examine how modern technologies are affecting the customer relationships within banks. Commercial banks have acknowledged that digital transformation processes are crucial to fostering the performance of commercial banks. However, the benefits of adopting the various systems have not been extensively established. The current study investigated the effect of digital transformation processes on customer r...
ABSTRACT In spite of women forming a significant proportion of management, only a few progress to top management positions comp1ising of Chief Executive Officer (CEO) position and direct reports to CEO, popularly referred to as the C-Suite. The purpose of this study was to determine influence of individual competency factors, individual attitude factors and work life balance factors on women's career progression to top management positions in Kenya's Insurance Companies. The study adopted a ...
ABSTRACT Tax compliance levels in Kenya have remained low, even after use of sanctions such as penalties; armed monitoring, routine audits, fines and closure of non-compliant taxpayers' businesses. Since the introduction of the rental income tax, the taxes from the sector have not grown proportionately to the growth of the economy despite statistics showing the sector to have recorded high growth. This compelled the government to come up with an incentive for any member of the public who vol...
ABSTRACT The purpose of this study was to assess the factors influencing uptake of low cost housing in Nairobi City County government employees. This study was guided by the following specific objectives: to establish the influence of varying price levels on uptake of low cost housing in Kenya, to determine the extent to which disposable income influences uptake of low cost housing in Kenya and to determine the influence of loan repayment period on uptake of low cost housing in Kenya. This s...
ABSTRACT The issues of citizens’ trust in public institutions have become a subject of focus and concern to many states globally. There has been a decline in citizens’ trust in public institutions; especially the Elections Management Bodies (EMBs) in Kenya. This study, therefore, sought to assess the determinants of the citizens’ trust levels in electoral management bodies through the identification of the trust level drivers and outline the recommendations for citizens’ trust recons...
ABSTRACT Globally, logistics and supply chains have been rapidly migrating from traditional processes to more technologically-driven service provision. The local logistics industry has lagged behind in the integration of e-commerce with only the largest firms and multinational firms implementing new technologies. This has seen most of the local firms fall behind their competitiveness. Nevertheless, there is insufficient empirical evidence on the various factors affecting e-commerce adoption ...
ABSTRACT The National Assembly of Kenya amended the Banking Act (2015) and introduced interest rate capping effective September 2016. This reopened an old debate over the appropriateness of regulatory interventions on bank interest rates. Proponents of interest rate capping argued that the credit market was inelastic and that interest rates were not being determined by market forces; resulting in banks charging high non-market interest rates on loans and paying low interest on deposits. In c...
ABSTRACT The rapid changes in the conduct of business globally has resulted in intense competition within the market which leads to minimal growth among small businesses. This continuous volatility in the business environment has resulted in increasing lack of growth among small businesses in Kenya. This has been more rampant among businesses in Narok Town due to increase land conflicts, community clashes, rampant flooding and further, marginalization of the town has resulted in poor busines...
ABSTRACT The main objective of this study was to evaluate the impact of corporate governance on procurement compliance at Safaricom, Plc. In general Kenya’s entities have had a history of poor governance systems with about 70% of the scandals attributed to weak corporate governance practices, lack of internal controls, conflict of interest and weaknesses in regulatory and supervisory systems. Despite the prominence of corporate governance, academics and practitioners in developing markets ...