...| THE RELATIONSHIP BETWEEN CORPORATE GOVERNANCE PRACTICES AND FINANCIAL AND FINANCIAL PERFORMANCE OF INVESTMENT BANKS IN KENYA | NICHOLAS KIPYEGOMEN CHEPKOIWO | FACTORS AFFECTING THE DEVELOPMENT OF EMERGING CAPITAL MARKETS. THE CASE OF NAIROBI STOCK EXCHANGE | KIPKURUI KIMOSOP | THE RELATIONSHIP BETWEEN CORPORATE GOVERNANCE AND FINANCIAL PERFORMANCE OF INSURANCE COMPANIES IN KENYA | OMENDA CHRISTOPHER ODHIAMBO | EFFECT OF STOCK SPLITS ON STOCK LIQUIDITY OF COMPANIES QUOTED AT THE NSE | GEORGE MARTIN NZIVE KASYOKA | THE USE OF STRATEGIC POSITIONING TO ACHIEVE SUSTAINABLE COMPETITIVE ADVANTAGE AT SAFARICOM LIMITED | MUTIE PETER KIOKO | RELATIONSHIP BETWEEN PRIOR PERIOD DIVIDENDS AND FINANCIAL PERFORMANCE OF FIRMS LISTED AT THE NSE | EVANS ODHIAMBO OYIEYO | BALANCE SCORE CARD AS A STRATEGIC MANUFACTURING INDUSTRY IN KENYA | SAMBA STEPHEN MIDEGA | INVESTIGATION OF CAPACITY MANAGEMENT STRATEGIES AND THEIR INFLUENCE ON SERVICE QUALITY: CASE OF NAIROBI SUPERMARKETS. | LUCY MUTHEU KIILU | CAUSES OF INDUSTRIAL DISPUTE IN GARMENT FACTORIES AT THE ATHI RIVER EXPORT PROCESSING ZONES, KENYA | JENIFFER N. MULI | THE RELATIONSHIP BETWEEN HOUSE PRICES AND MORTGAGE CREDIT IN KENYA | LOISE KINYUA WANJIRU | STRATEGIC RESPONSES OF EQUITY BANK TO FRAUD RELATED RISKS | DOMSIANA ANYANGO ONYANGO | THE RELATIONSHIP BETWEEN FINANCIAL PERFORMANCE AND INVESTMENT STRATEGIES OF PENSION FUNDS IN KENYA | MARGARET W. GICHANE | ADOPTION OF SOCIAL MARKETING CONCEPT BY PRIVATE HOSPITALS...
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...European Scientific Journal May 2013 edition vol.9, No.13 ISSN: 1857 – 7881 (Print) e - ISSN 1857- 7431 THE STRATEGIC BENEFITS AND CHALLENGES IN THE USE OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS AMONG COMMERCIAL BANKS IN KENYA Maximillah Bitutu Muro, PhD Candidate Department of Management Science, University of Nairobi, Nairobi, Kenya Peterson Obara Magutu Lecturer, Department of Management Science, University of Nairobi, Nairobi, Kenya Kepha Nyankora Getembe, PhD Candidate Department of Management Science, University of Nairobi, Nairobi, Kenya Abstract Nowadays, many businesses such as banks, insurance companies, and other service providers have realized the importance of Customer Relationship Management (CRM) and its potential to help them acquire new customers, retain existing ones and maximize their lifetime value. At this point, close relationship with customers requires strong coordination between IT and marketing departments to provide a long-term retention of their customers. The purpose of this study was to establish the use of CRM systems and further determine the challenges facing the use of CRM systems among the commercial banks in Kenya. The study used descriptive design. The study targeted forty five (45) commercial banks in Kenya. Primary data was obtained using self administered questionnaires. The successfully filled up questionnaires containing responses were first edited for accuracy, consistency and completeness. The data...
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...McKinley survey on change management (2006) organizations will change to reduce costs, to move from a good performance to a great performance, turn around a crisis situation, and catch up with rivals or to direct part of the organization. In doing so according to Davis and Holland (2006) organizations use systematic methods to ensure that the organizational change is guided in a planned direction, conducted in a cost effective manner and completed within a targeted time frame with desired results. Further Todd A (2008) focuses on the people aspect by arguing that change management is a structured and systematic approach of achieving a sustained change in human behavior within an organization. The success of implementing change is generally associated with those who facilitate the change process. The change agent is defined here as a manager who seeks “to reconfigure an organizations roles, responsibilities, structures, outputs, processes, systems, technology or other resources” (Buchanan and Badham, 1999) in the light of improving organizational effectiveness. The role of change agents as facilitators is extensively discussed within a rational framework. For example, Buchanan and Body (2002) list competencies of effective change agents as clarity of specifying goals, team building activities, communication skills, negotiation skills and “influencing skill” to gain commitment to goals. It can be deduced from these agents that limitations in change management are...
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...An Investigation into the Marketing Strategies used by Commercial Banks in Managing Service Breakdown among SME Customers. Some Experiences in Kenya By Anyim Kevin Ouma and Dr Justus M Munyoki Paper for presentation during the 1st AIBUMA Conference to be held in Nairobi from 25th to 27th August 2010 in Nairobi, Kenya ABSTRACT This study sought to establish the strategies used by ccommercial banks in Kenya in Managing Service Breakdown among SME Customers. The study focused on five commercial banks namely Barclays, Kenya Commercial Bank, Standard Chartered, Equity and Fina bank which currently offer services to SME customers. A self-administered open and closed ended questionnaire was utilized in collecting primary data from the field. Data collected was analyzed using descriptive statistics. The study found that lack of clear communication with customers, long procedures; intrusive documentation and lack of flexibility are some of the causes resulting in service breakdown. It also established that the main strategies used by banks to deal with services breakdown include; designing services to fit the needs of customers; ensuring that services are always oh high quality without compromise; putting relevant systems in place; having competent employees in place; on time delivery of services and ensuring that services are driven by customers to increase acceptance and satisfaction. Key words: Services Break down, strategies Introduction This...
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...International Journal of Arts and Commerce Vol. 2 No. 11 December, 2013 EFFECTS OF STRATEGIC MANAGEMENT DRIVERS ON ORGANIZATIONAL PERFORMANCE: A SURVEY OF THE HOTEL INDUSTRY IN KENYAN COAST Uzel Jean Mzera Mutindi 1 PhD Candidate at JKUAT, MSA CBD, Kenya. Contact: jeanmzera@yahoo.com Prof. G.S. Namusonge, PhD 2 Full Professor, EPD JKUAT, Kenya. Contact: gsnamusonge@yahoo.co.uk Dr. J. Obwogi, PhD 3 Technical University of Mombasa, Kenya. Contact: Josephobwogi@yahoo.com ABSTRACT This study seeks to examine the effects of Strategic Management drivers on the performance of classified hotels in Kenyan Coast. The specific objectives are the effects of: customer relationship management strategy, strategic planning, competitive positioning, information communication Technology and organizational learning on the performance of the hotel industry in Kenyan Coast. The study seeks to determine the conceptualized Strategic Management Drivers’ influence on the performance of hotels in Kenyan Coast. The study will adopt a mixed research design which will be both quantitative and qualitative. The target population of the study will be 180 managers of classified hotels in Kenya’s Coast. The sampling technique to be used will be stratified random sampling. Secondary and primary data will be collected using a self administered questionnaire. The questionnaire will be piloted in order to check for validity and reliability. Questionnaires will be administered through...
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...A SURVEY OF THE FACTORS INFLUENCING CUSTOMER SATISFACTION IN ORGANIZATIONS WITHIN THE BANKING SECTOR IN KENYA ONE: INTRODUCTION 1.1 Background to the study Customer satisfaction within the banking institution is measured by many factors, which may or may not be quality related and is the key determinant as to whether a customer will be loyal to the baking service provider (Taylor and Baker, 1994). Satisfied customer will refer other to the same services by word of mouth. In the contrary, unsatisfied customers will seek better service elsewhere, give negative reference to the poor service provider, and blame their former service providers. Therefore, banks must aim at fostering long-term relations with their customers (File and Prince, 1992). Banks need to proposition their services from the operational to marketing aspects such as retail, business and corporate banking, insurance and investment. In order to satisfy each type of customer segments, the banks prefer to subdivide the tasks in different divisions. The Commercial bank of Africa and Barclays banks are examples of diversified banking institution which have been successful in satisfying customer needs even during current global market adjustments (Qin & Prybutok, 2009). In Kenya, customer satisfaction is a bank’s strategy for increasing revenues, since it signifies the retention of customers which is much economical than drawing new customers. There are varied views about what satisfies a customer, given...
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...organization needs to allocate resources in order to maintain the level of service they provided...
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...AN ASSESSMENT OF ALTERNATIVE ENERGY SOURCES IN ACHIEVING ENERGY SECURITY FOR EFFECTIVE OPERATION OF HOMES, SCHOOLS AND HEALTH FACILITIES IN KAJIADO COUNTY, KENYA BY ONYANCHA MORARA GEORGE A Research Project Submitted to the Graduate School in Partial Fulfillment of the Requirements for the Conferment of the Degree of Master of Business Administration DEPARTMENT OF BUSINESS FACULTY OF COMMERCE KISII UNIVERSITY 2014 DECLARATION DECLARATION BY CANDIDATE This research project is my original work and has not been submitted for the award of a diploma or degree in this or any other institution/university. Signature……………………………….. Date…………………………… Onyancha Morara George CBM12/10003/10 DECLARATION BY SUPERVISORS This research project has been submitted for examination with our approval as University Supervisors. Signature:………………………………… Date:………………………… Dr. Nemwel N. Bosire Lecturer, Department of Business Signature:………………………………… Date:…………………………. Mr. Martin O. Lumumba Lecturer, Department of Business COPYRIGHT All rights reserved. No part of this report may be reproduced or transmitted in any form by means of mechanical reproduction including photocopying, recording or retrieval from systems without express permission of the researcher or Kisii University on his behalf. ©2014 DEDICATION This research project is dedicated to my father, the late Onyancha Michieka and mother...
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...Kenya Vision 2030 A Globally Competitive and Prosperous Kenya October 2007 THE NATIONAL ANTHEM Swahili Ee Mungu nguvu yetu Ilete baraka kwetu Haki iwe ngao na mlinzi Natukae na undugu Amani na uhuru Raha tupate na ustawi Amkeni ndugu zetu Tufanye sote bidii Nasi tujitoe kwa nguvu Nchi yetu ya Kenya Tunayoipenda Tuwe tayari kuilinda Natujenge taifa letu Ee, ndio wajibu wetu Kenya istahili heshima Tuungane mikono Pamoja kazini Kila siku tuwe na shukrani English O God of all creation Bless this our land and nation Justice be our shield and defender May we dwell in unity Peace and liberty Plenty be found within our borders Let one and all arise With hearts both strong and true Service be our earnest endeavour And our homeland of Kenya Heritage of splendour Firm may we stand to defend Let all with one accord In common bond united Build this our nation together And the glory of Kenya The fruit of our labour Fill every heart with thanksgiving FOREWORD The unveiling of Kenya Vision 2030 marks an important milestone in our country’s development as it comes soon after the successful implementation of the “Economic Recovery Strategy for Wealth and Employment Creation” (ERS) over the period 2003 to-date. The Kenya economy has now recovered from the slow growth rate of 0.6 percent in 2002 to a projected growth of over 7 percent in 2007. Indeed, the last five years represent the best phase of sustained economic growth in our country in all sectors of our economy notably; agriculture...
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...Financial Markets and the Organized Exchange • Characteristics of Emerging Capital Markets • Indicators of Capital Market Development 3. Financial Regulation, Intermediation, Capital Market Structures and Development • The Players in a Typical Capital Market: - Capital Market Intermediaries - The Regulator: The Capital Market Authority - The Stock Exchange [NSE] - Investors - Government • The Institutional, Regulatory and Legal Framework in Financial Markets - Types of Regulations in Financial Markets - Market Based Banking Regulations - Crisis in Banking Regulation. 4. Securities and Their Characteristics • Shares, Fixed Income Securities, Derivatives • Challenges of Trading of securities in the Stock Market • Why Derivatives Trading is Absent in Most Emerging Markets 5. Financial Contracting Under Imperfect Information • Sources of Financial Information • The Principal-Agent Problem(Jensen & Meckling, Hairs & Raviv, Townsend’s CSV Model) • Asymmetric information and Financial Market Failure • Moral Hazard in Financial Markets • Financial Market Failure • Credit Rationing in Financial Markets • Adverse Selection: Screening...
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...Chapter 1 INTRODUCTION From the caveman, the tribal men and up to the new man of our modern age information has always been the root of all decisions concerning, human activities. But the way of treating information has evolved from ages to ages. We have finally reached the time of Information Technology. At start Information Technology was considered as a new and sophisticated means used in conducting business. With globalization and the integration of national economies, Information Technology has become an inevitable and a ‘must’ tool for conducting business. Today many economies embrace information technology to be more competent and to develop competitive advantages. In this study we will focus on the implementation of e-government: The case of e-judiciary in Mauritius. E-government is the application of IT in the provision of government and services with an aim of minimizing the burden of public administration and the business activities to its citizens. According to Wikipedia, e-government refer to “government use of information and communication (ICT) to exchange information and services with citizen (government- to-citizen, or G2c), businesses (Government-to-business, or G2B), and other arms of government ( Government-to-government, or G2G)”. In Mauritius e-government is available at http://www.gov.mu The component that need to be installed for e-government to be effective include websites for assessment of information, improvement of service delivery, rendering...
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...REPUBLIC OF KENYA MINISTRY OF ENVIRONMENT AND MINERAL RESOURCES MERU NORTH DISTRICT ENVIRONMENT ACTION PLAN 2009-2013 EXECUTIVE SUMMARY Economic growth and environment are closely intertwined in Kenya’s development. Environmental Action Planning is a tool that aims at enhancing the integration of environment into development planning. Meru North District faces many environmental challenges with some being unique to the District. Some of the challenges include; Poverty has lead to the over-use and destruction of environment. Continued reliance on trees for fuel and wetlands for farming and its resources has lead to deforestation and wetland encroachment. Annual flooding continues to destroy property and frustrate farming. The DEAP highlights priority themes and activities for the District towards achieving sustainable development. The report is divided into eight chapters. Chapter one gives the challenges of sustainable development and also describes the rationale for and preparatory process of the DEAP. The chapter introduces the district’s main profile covering the physical features, demographic, agroecological zones, and main environmental issues. Chapter two describes the District’s Environment and Natural resources of Land, Water, Biodiversity (forest, wildlife, and Dry lands biodiversity), wetlands and agriculture, livestock and fisheries. For each resource, major environmental issues, challenges and proposed interventions are identified. Chapter three discusses the Human settlements...
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...Governance and Bottom of the Pyramid Approaches for Urban Sustainability. Through their work, the groups will also contribute to the preparation of Core Business Principles for Sustainable Urbanization that will be presented at the Fifth Session of the World Urban Forum to be held in Rio de Janeiro in May 2010. Given the challenge of urban poverty, with 1 billion slum dwellers projected to rise to more than 1.4 billion by 2020, UNHABITAT is well aware that the private sector is not merely a part of the solution, but instead is a vital partner that must be engaged if the world’s cities are to achieve sustainability. The challenge is first and foremost to address the shelter and basic services needs of low-income segments in urban areas. A further challenge is to scale-up operations through new partnerships in order to address the daunting challenge of rapid urbanization. Ensuring harmonious cities starts by dealing with the slums and finding affordable solutions for those deprived from decent housing and other essential services who find themselves systematically marginalized by mainstream urban market economics. The private sector can play a pivotal role in the process of empowering those at the bottom of the economic pyramid leading to a sustainable and stable urban community. This first draft is intended to guide the working group in the first place. The working group shall update its content and add recommendations based on concrete examples presented by the companies to be inserted...
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... Common External Tariff CHE Commission for Higher Education (Kenya) CIEREA Conference of Economics Research and Training Institutions in Francophone Africa CIRES Ivorian Centre for Social and Economic Research CM Common Market COMESA Common Market for Eastern and Southern Africa COBET Complementary Basic Education in Tanzania CODESRIA Council for the Development of Social Science Research in Africa COMESA Common Market for Eastern and Southern Africa CPI Consumer Price Index CRE Christian Religious Education CSAE Centre for the Study of African Economies, University of Oxford CSO Civil Society Organization CU Customs Union EA East Africa EACSCO East African Common Services Organization EABC East African Business Council EAC East African Community EADB East African Development Bank EAHC East African High Commission EARISC East Africa Regional Integration and Scientific Cooperation ECCAS Economic Community of Central African States ECDE Early Childhood Development Education ECOWAS Economic Community of West African States EPA Economic Partnership Agreement EAPF East African Political Federation EPZ Export Processing Zone EU European Union FCCs Fears, Concerns & Challenges FDI Foreign Direct Investment FTA Free Trade Area GER Gross Enrolment Rate GCR Gross Completion Rate GDP Gross Domestic Product GOK Government of Kenya GOR Government of Rwanda GOT Government of Tanzania GOU Government...
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...EFInA: EVALUATION OF AGENT BANKING MODELS IN DIFFERENT COUNTRIES Oxford Policy Management Ltd October 2011 Evaluation of Agent Banking Models in different countries ii Oxford Policy Management Evaluation of Agent Banking Models in different countries Table of contents Table of contents Abbreviations Executive summary Agent banking regulation and impact Permissible agent activities Volume and value of different types of activities Introduction 1 1.1 Analysis of agent banking regulations Colombia 1.1.1 Background & implementation of regulations 1.1.2 Definition of agent, approval by the regulator & types of entities that can be agents 1.1.3 Rules governing exclusivity/non-exclusivity of agents 1.1.4 Permissible activities 1.1.5 Roles and responsibilities & minimum standards 1.1.6 Typical remuneration structure Brazil 1.2.1 1.2.2 1.2.3 1.2.4 1.2.5 1.2.6 Peru 1.3.1 1.3.2 1.3.3 1.3.4 1.3.5 1.3.6 Kenya 1.4.1 1.4.2 1.4.3 1.4.4 1.4.5 1.4.6 India 1.5.1 i iv vi viii x xi 1 3 3 3 4 4 4 5 6 1.2 6 Background & implementation of regulations 6 Definition of agent, approval by the regulator & types of entities that can be agents 7 Rules governing exclusivity/non-exclusivity of agents 7 Permissible activities 8 Roles and responsibilities & minimum standards 8 Typical remuneration structure 9 9 Background & implementation of regulations 9 Definition of agent, approval by the regulator & types of entities that can be agents10 Rules governing exclusivity/non-exclusivity of agents 10 Permissible...
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