Vol 5 Issue 1 April 2017-September 2017

Abstract: Over the last decade, the role of banking in the process of financial intermediation has been undergoing a profound transformation, owing to changes in the global financial system. Kenya’s banking system has seen some major financial innovations in the past decade as well as steps to promote financial inclusion. The major impetus for financial innovation has been globalization of financial systems, deregulation, and great advances in technologies. Kenyan commercial banks have continued to use huge investments in technology based innovations and training of manpower to handle new technologies. The relationship between the growing investment in technology based bank innovations and bank financial performance in Kenya needs to be studied and establish whether innovations have contributed to the financial performance of commercial banks in Kenya. This research studied innovations in the area of automated teller machines, debit and credit cards, internet banking, mobile banking, electronic funds transfer and point of sale terminals. These innovations were studied in relation to their effect on commercial banks’ financial performance indicators namely: total income, profit before tax, return on assets and deposits. The main objective of this study was to establish the effect of bank innovations on financial performance of commercial banks in Kenya. The specific objectives were: to establish the effect of bank innovations on income, return on total assets, profitability and customer deposits of commercial bank in Kenya. A descriptive survey design was used while a questionnaire was used to gather primary data. Secondary data was also used to validate the communicative and pragmatic validity of primary data. The target study units for this research were 20 KCB Bank Kenya Limited branches. The study sample in terms of the respondents covered the senior management only and a sample of 140 was administered with the questionnaire and a 75% response rate was achieved. Statistical analysis was done with the aid of Statistical Package of Social Sciences (SPSS) software. The findings revealed that bank innovations had statistically significant influence on income, return on assets, profitability and customer deposits of commercial banks in Kenya and tests for significance also showed that the influence was statistically significant. Based on the findings of the study, it can be concluded that bank innovations influence financial performance of commercial banks in Kenya positively. It is therefore recommended to the management of commercial banks and the Government continue to explore and implement sustainable business linkages and collaborations with mobile phone service providers as well as the internet service providers as a way of accelerating the penetration of innovations and eventually creating desired impacts in the economy. Banks should leverage on mobiles phones in order to grow their business and customer base. This study did not include all bank innovations and a further study is recommended to include innovations like agency banking, securitization and credit guarantees and their influence on the financial performance of commercial banks.

Keywords: Statistical Package of Social Sciences (SPSS) software, global financial system.

Title: Role of Financial Innovations on Financial Performance of Commercial Banks in Kenya: A Case of KCB Bank Kenya Limited

Author: Dorcas Chepkemoi Ronoh, Dr. Jane Omwenga

International Journal of Management and Commerce Innovations 

ISSN 2348-7585 (Online)

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Abstract: This study aimed at finding the relationship between stock market development and economic growth in Kenya. The stock market development is the independent variable and is determined variables such as market capitalization, liquidity, and stock market index. The control variable was financial depth with economic growth as the dependent variable determined by the real gross domestic product (GDP). The Kenyan stock market has made various strides in improving some of the aspects that are deemed to result in the development of the stock market and this has seen the increase in the number of listed firms on the bourse and also the improvement of regulatory laws that govern riding and disclosures. The study utilized the exploratory research design. The study targeted 65 listed firms at the Nairobi Securities Exchange but a sample of 35 listed companies was selected for the study through simple random sampling technique. This study covered the period between 2006-2015. Primary data was collected through the administration of the questionnaires. A pilot study was also conducted to test the reliability and validity of the questionnaire. The results of the study indicated that stock market capitalization, stock market liquidity, stock market index and financial depth are positively related with economic growth. Stock market capitalization, stock market liquidity, stock market index were found to be satisfactory variables in explaining economic growth. This is supported by coefficient of determination also known as the R square of 46.1%. Further, the results imply that the independent variables are good predictors of economic growth. This was supported by an F statistic of 15.550 and the reported p value (0.002) which was less than the conventional 0.05 significance level. Regression of coefficients results showed that stock market capitalization and economic growth are positively and significantly related (r=0.047, p=0.003), stock market liquidity and economic growth are significantly related (r=0.030, p=0.048), stock market index and economic growth are also significantly related (r=0.023, p=0.021). Results further indicates that financial depth and economic growth are significantly related (r=0.052, p=0.007). The study concluded that stock market capitalization, stock market liquidity, stock market index and financial depth influences economic growth. This study recommends that stock market development factors should be encouraged to investors from the aspect of being correlated and having causality to the economic growth.

Keywords: Gross Domestic Product (GDP), Economic Growth, Stock Market.

Title: Relationship between Stock Market Development and Economic Growth in Kenya: A Case of Firms Listed in Nairobi Securities Exchange

Author: Priscilla Waithera Kanyatta, Dr. Asumpta Kagiri

International Journal of Management and Commerce Innovations 

ISSN 2348-7585 (Online)

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Abstract: Maximizing shareholders wealth has been a driving force for all corporate actions including stock splits. There have been numerous empirical studies covering diverse aspects of a stock split. The splitting company’s stock price has been seen to react differently through the stages of the split life-cycle, starting from the event announcement date to the record date, and even beyond. While some researchers believe that stock split announcements are a signal of the management’s optimism about the company’s future earnings, others argue that the firms use the positive reaction to the split announcement to raise more funds at a higher price after the split. Yet others believe that a split is meant to boost liquidity. The objective of this study was to investigate the effect of stock split on stock prices for firms listed at the Nairobi Securities Exchange. Companies that split their stock between the year 2006 and 2015 will be studied to establish whether there were any abnormal returns recorded within the event window and calculate the magnitude of the returns. The event study methodology was used to examine the behavior of firms' stock prices around the stock split. Abnormal returns within the event will be measured. objectives of the study were to establish the behavior of securities returns around time of stock split and to establish the relationship between stock split and securities’ returns at the Nairobi Stock Exchange. To achieve these objectives the event study methodology of the single-index market model was used to regress the stock returns and the market returns (NSE 20 index) during the estimation period to get the constants determined by simple regression using daily data for up to 120 days before the 21 days test period. A return of firm which did not announce stock split but whose P/E ratio was equal or close to the sample firm was used as a benchmark for abnormal return computation. The abnormal returns were calculated as the difference between the return of the sample firm and that of the matching control firm over the test period. The abnormal returns were aggregated by averaging them across firms and cumulating them over the test period.

Keywords: Splitting Company’s Stock Price, Split Life-Cycle.

Title: Relationship between Returns on Classified Split Securities and Market Portfolio in Nairobi Securities Exchange

Author: Otip Mary Akoth, Dr. Jane Omwenga

International Journal of Management and Commerce Innovations 

ISSN 2348-7585 (Online)

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Abstract: This study was to establish the role of public private partnerships in procurement performance among state corporations in Kenya. The paper uses Geothermal Development Company as a case study. The research topic was purposely selected because whilst the Government of Kenya has sound procurement policies and state corporations have moved a step further by developing comprehensive procurement procedure, inefficiencies and irregularities in the administration of the procurement function has generated multi-billion losses. In this regard, the general objective of the study was to investigate the role of public private partnership on procurement performance among state corporations in Kenya. The specific objectives were to determine the influence of capital base on PPP, to find out if technological infrastructure affects performance of PPP, to assess if labor competence affects performance of PPP, and to establish if reliability and legitimacy of suppliers affect PPP among state corporations in Kenya. The study used descriptive research design through a cross-section survey within Geothermal Development Company. GDC has four departments namely: Finance, Human Resource, Supply Chain, and Drilling and Infrastructure. The target population for the study is the 650 employees of the company. Furthermore, the research used stratified sampling to narrow down from the 650 target population to 65 sample population. Primary and secondary quantitative and qualitative data was collected through questionnaire, interview, and online published documents. Quantitative data was analyzed using Statistical Package of Social Sciences (SPSS) version 21. Result indicates a strong positive relationship between PPP variables and procurement performance. Capital base had the strongest correlation while supplier legitimacy had the weakest correlations with procurement performance.

Keywords: Public Private Partnership (PPP), Performance, Corporation.

Title: Role of Public Private Partnership on Procurement Performance among State Corporations in Kenya: A Case of Geothermal Development Corporation

Author: CHARLES RUTO, DR NOOR ISMAIL

International Journal of Management and Commerce Innovations 

ISSN 2348-7585 (Online)

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Abstract: The main objective of the study was to find out the effect of capital adequacy on performance of listed Commercial Banks of Kenya. The specific objectives of the study were; the effect of asset quality on financial performance of commercial banks, the effect of management efficiency on financial performance of commercial banks, the effect of liquidity management on the financial performance of commercial banks and the effect of loan portfolio on the financial performance of commercial banks. The study reviewed related literature derived from research work by other researchers on capital adequacy and some general literature to aid in further understanding the purpose. It was organized as follows: a theoretical review of the theories, an empirical review as per the study objectives, a conceptual framework, a critique, the research gap and a summary. The study adopted descriptive research design. The study population was all 44 commercial banks registered with central bank of Kenya. The study focused on all 11 commercial banks listed in Nairobi Securities Exchange. Secondary data on asset quality, management efficiency, liquidity management and loan portfolio was collected from the audited financial statements for a period of five years 2011 to 2015 and analyzed using SPSS Version 21.0. Correlation and multiple regression analysis were used for analysis. T-test was carried out in testing research hypotheses. Data was presented inform of frequency distribution tables. This facilitated description and explanation of the study findings.  The study found that asset quality, management efficiency and liquidity management were negatively correlated with ROE at -0.375, -0.272 and -0.032 respectively. Loan portfolio was positively correlated with ROE at 0.251. Asset quality and management efficiency were statistically significant with ROE with p-values of 0.000 and 0.011 respectively hence we accept the null hypothesis. Liquidity management and loan portfolio were insignificant with p-values of 0.304 and 0.161 respectively hence we reject null hypothesis. The study concluded that listed commercial banks need to maintain low non-performing loans, reduce on their expenditures, maintain high liquidity levels and lend more so as to earn from interest from loans. The study recommends that proper vetting need to be done on loan approval and also close monitoring need to be done to the lenders so as to reduce credit risk. All expenditures need to be approved by the relevant authority and should only for business operations. Banks should not maintain too much fixed assets as opposed to liquid assets while loan book need to grow at positive level without jeopardizing the operations of the institution. The study recommends further research on non-listed commercial banks so as to compare results and also other factors influencing performance of financial performance of listed commercial banks should be researched on.

Keywords: Capital, Performance and Commercial Banks.

Title: EFFECTS OF CAPITAL ADEQUACY ON FINANCIAL PERFORMANCE OF LISTED COMMERCIAL BANKS IN NAIROBI SECURITIES EXCHANGE

Author: NTHENYA JANEFRANCES ALBERT, DR TOBIAS OLWENY

International Journal of Management and Commerce Innovations  

ISSN 2348-7585 (Online)

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Abstract: In business world each decade seems to bring a new way of thinking about the business environment and new ways of acting and corporate strategies (Brown, 2014). Outsourcing, off-shoring and globalization are no longer management consulting “buzzwords” but business realities that present many challenges for the business community.The study sought to assess the effects of outsourcing on Procurement Performance in the devolved systems of Governments in Kenyaand it was done at Kajiado County. It focused on the benefits and challenges organizations face in outsourcing their non-core activities.The study used the objective of assessing the impact of outsourcing on procurement performance to get data presented in the findings.This study evaluated how Organizational Policy, Top Management support, Financial Capacity and Organizational culture affected Procurement Performancein the devolved systems of Governments in Kenya. The theoretical review constituted of the theories which includes Strategic Choice, Transaction Cost Economic (TCE), Contingency and Stakeholders theories. This study adopted a descriptive research design. The target population was550 consisting of a sample frame of the top, middle, Human Resource, Procurement and Finance departments at Kajiado County Government. Using Mugenda and Mugenda Statistical method a sample size for the study was determined. The study used stratified sampling where proportionate sampling was used to determine the specific sample size of each strata. Primary data was obtained through Self-administered questionnaires while secondary data was obtained through journals, books and organizational records. Data analysis was done using SPSS V21 and Excel 2013 and was presented in form of tables, percentages, bar and pie charts.

Keywords: Outsourcing, Performance, Devolution.

Title: Effects of Outsourcing on Procurement Perfomance in the Devolved Systems of Governments in Kenya: A Case of Kajiado County Government

Author: NJUGUNA PETER KIHIKA, DR. NOOR ISMAIL

International Journal of Management and Commerce Innovations 

ISSN 2348-7585 (Online)

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Abstract: Behavioural biases have been identified to affect the investor’s investment especially with the emergence of behavioural finance as an alternative to analysis of investor choice. It was therefore useful for investors to understand common emotional behaviours, from which they justify their reactions for better returns. The main objective of this study was to establish the effect of over-optimism biases on investment in the Rwanda Stock Exchange. The prospect theory, heuristics theory and herding theory formed the foundation of this study. The underlying epistemology of this research was positivist; focusing on examining earlier established theories under the assumption that reality is objectively given and can be described by measurable properties independent of the observer and the instruments. The study used cross-sectional descriptive survey research design to ascertain and establish the effect of over-optimism biases on investment in the Rwanda stock exchange. The target population comprised of 13,543 individual, group investors at the Rwanda Stock Exchange. Random sampling was used where the targeted population was individual investors to finally yield a sample size of 374 respondents. A questionnaire was used to collect the primary data. A pilot test was undertaken by carrying out a small scale trial run of the research instrument. Data analysis involved the use of descriptive and inferential statistics. A Linear regression model was used to predict the probability of different possibility outcomes of dependent variables, helping to predict the probability of an investor to invest in RSE. The results confirmed that there was a significant positive linear relationship between over-optimism bias, and Investment in Rwanda stock market. The study also concluded that most investors suffered from some of the behavioural biases in investment in stock markets. The study further recommends that the individual investors to seek the advice of stock brokers/fund managers to advise them accordingly in terms of performance of a specific security in which an investor would wish to invest in.

Keywords: Rwanda Stock Exchange (RSE), stock brokers/fund managers.

Title: Effect of Over-Optimism Bias on Investments at the Rwanda Stock Exchange

Author: Jacob Niyoyita Mahina, Dr. Willy M. Muturi, Dr. Florence S.  Memba

International Journal of Management and Commerce Innovations 

ISSN 2348-7585 (Online)

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Abstract: The purpose of this study was find out the effects of public finance management reforms on the financial performance of Commercial State-Owned firms in Kenya. The objectives of the study were to determine the effect of the Public Finance Management Reforms on the financial performance of Commercial State-Owned firms in Kenya and to undertake a comprehensive analysis about designing, implementing and assessing public financial management (PFM) reform initiatives amongst Commercial State-Owned firms in Kenya. The study adopted a descriptive survey research design in which samples of 30 out of the 168 commercial state enterprises were targeted. Primary and Secondary data was used in the study. The study used descriptive statistics such as frequency, percentages, mean and standard deviation to show the distribution of responses inferential statistics, regression in particular to show the relationship between the dependent and the independent variables. The study found out that the value of adjusted R square for CSOEs was 0.821, this shows that there were 82.1% changes in the financial performance of the CSOEs after the PMFRs was adopted across the firms. This could be attributed to changes in proper Financial Planning, Effective Internal controls and good management team of the firm. The study found out that only 17.9% was attributable to external factors outside the model. The correlation co-efficient R of 0.994 denotes that there is a strong positive relationship between financial performance and management, financial planning and internal controls. However, there was positive relationship between ROA and training, competence, accounting controls and organizational goals. From the study, the correlation coefficient showed that there was positive relationship between ROE and training, competence, accounting controls and organizational goals. The Pearson’s co-efficient matrix among the variables with the focus between the independent variables and the dependent variables. The training of management on adopting the reforms has a weak positive correlation with ROA at 0.371 and is also has a weak positive correlation with ROE at 0.358, this implies that the correlation was less significant at α=0.01. Auditing shows a negative correlation with ROA at -0.242 and at -0.483 for ROE, this implies that the relationship of the coefficient was insignificant at α=0.01 and also shows that most of the cooperatives were not doing effective audits at various organisations levels.

Keywords: financial performance, Financial Planning, training, competence, accounting controls.

Title: EFFECTS OF PUBLIC FINANCIAL MANAGEMENT REFORMS ON FINANCIAL PERFORMANCE OF STATE OWNED CORPORATIONS IN KENYA

Author: Kinyanjui Chris Mburu, Dr. Jane Omwenga

International Journal of Management and Commerce Innovations, 

ISSN 2348-7585 (Online)

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Abstract: The Kenya Revenue Authority (KRA) recently made changes from the integrated tax system to the iTAX system aimed at encouraging use of the internet to file taxes so as to boost tax compliance and revenue collection. The objective of this study was to determine the effects of iTAX on VAT Compliance on SMEs in Wote town, Makueni County, Kenya. The specific objectives of the study were, To determine how registration of VAT taxpayers using itax affect VAT compliance, and whether ICT knowledge on Wote town taxpayer has effect on VAT compliance. The target population of this study composed of 581 SMEs taxpayers from Wote Town of Makueni County. The researcher used Radom sampling method to pick a sample of 120 VAT taxpayers the response rate was 87. Both primary and secondary data was used. The data collected was analyzed using ordinary linear regression model. The study found out that majority of the respondents had registered as taxpayers with most of them having registered for VAT and income tax. Majority of the respondents had registered as taxpayers since 2014 with a higher percentage in 2016.  Non registered respondents cited lack of information on when and where to register, too lengthy registration process and KRA offices being located far from Wote town. Registered respondents of Itax and integrated tax system cited less cost, simplicity and time required as benefits of filling VAT returns online and that the respondents had minimal ICT knowledge. The study concluded that registration of VAT taxpayers using Itax enhances revenue collection by KRA. It also enhances the SMEs level of understanding on KRA tax systems. This enhances tax compliance among taxpayers and reduces possible avenues for tax evasion.  The study recommends that KRA should address the complexities of annual tax returns, periodic variations in the tax laws, and levels of penalties and fines. It also recommends that the Government should ensure provision of high speed internet facilities in the rural towns to facilitate the filling or online tax returns.

Keywords: Kenya Revenue Authority (KRA), ICT knowledge, VAT.

Title: Effects of iTAX System on Compliance of VAT Payments by SMEs in Kenya: A Case Study of Wote Town in Makueni County, Kenya

Author: Munyoro Githaiga Paul

International Journal of Management and Commerce Innovations

ISSN 2348-7585 (Online)

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Abstract: This examined the effect of bank’s lending behaviour on loan losses of listed commercial banks in Kenya. The study employed descriptive research survey design. The target population encompassed 11 listed commercial banks in Kenya. The study was a census of listed commercial banks in Kenya. The data was extracted from CBK Annual reports and Audited financial statements of individual commercial bank in Kenya. Descriptive analysis involved mean, standard deviation, minimum and maximum while for inferential analysis; correlation analysis was used to test the relationship between banks’ lending behaviour and loan losses of commercial banks in Kenya. Simple OLS model was used to establish the causal effect relationship between lending behaviour and loan losses of listed commercial banks in Kenya. The findings showed that total customer loans and quality of loans had a statistically significant effect on loan losses. However the effect of lending rate, loan growth and loan portfolio diversification on loan losses was not statistically significant. The study thus concluded that banks’ lending behaviour has a significant effect on loan losses as shown by p value less than significance level in the ANOVA. The study recommends to the management of listed commercial banks to take into consideration their total customers loans and quality of loans when setting loan loss provisions to cover any eventual loan losses.

Keywords: Lending behaviour, Loan losses and commercial banks.

Title: Effect of Bank’s Lending Behaviour on Loan Losses of Listed Commercial Banks in Kenya

Author: Michael Ochieng Obuya, Dr. Tobias Olweny

International Journal of Management and Commerce Innovations 

ISSN 2348-7585 (Online)

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Abstract: The adoption and application of information technology is essential to reform healthcare and meet the needs of patients in the coming decades.By harnessing the power of information technology for the health care field, we can enhance the effectiveness of the care we provide patient safety, increase workforce productivity and satisfaction, streamline payment-billing and administrative systems, and meet consumer expectations for service and access to information. Based on theories from the technology adoption literature, a conceptual framework for the adoption of information systems in healthcare service delivery has been developed. This study was conducted In Kakamega County. Questionnaires were distributed through drop and pick method to all the participants in the study. The result of this study revealed that the staff information and communication technology literacy significantly influences adoption of information system. The study also revealed that information system characteristics influences information systems adoption. On the influence of the external pressure, the study revealed that external pressure does not influence adoption of information systems adoption. This study recommends that information systems be incorporated in the curriculum for all the courses as it is an important factor that influences information systems adoption. The study further recommends that organizations should continuously train their staff on the emerging technologies as this can help in the adoption of new information systems.

Keywords: Adoption, Information, Productivity.

Title: Factors Constraining Adoption of Project Management Information Systems in Private Healthcare Facilities in Kakamega County, Kenya

Author: Mugovero Fredrick Keverenge, Dr. Jane Omwenga

International Journal of Management and Commerce Innovations 

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Abstract: Recently, banking sector in Kenya has been experiencing liquidity problems mainly funding liquidity and market liquidity risks. Most of the banks which exposed themselves to severe liquidity risks did not have the requisite framework to support the risks inherent in individual business lines or products, and, therefore, did not align the risks to the bank’s own risk tolerance. Thus, the purpose of this study was to investigate the effects of liquidity risk on the performance of commercial banks in Meru Town and it was guided by the following specific objectives: to establish the effects of cash reserves on the performance of commercial banks in Kenya, to assess the effects of deposits on the performance of commercial banks in Kenya and to determine the effects of non-performing loans on the performance of commercial banks in Kenya. This study adopted descriptive research; the entire population of all commercial banks in Kenya is 44. The target population in this study comprised of the Branch Managers, Operations Managers and Credit Officers working in all the 24 commercial banks in Meru Town totaling to 72 respondents. Total population and purposive sampling were used to select the cases to be studied. The data was then summarized, coded, tabulated and analyzed using Statistical Package for Social Sciences (SPSS) version 24. The findings obtained show that cash reserves affected liquidity as well as the performance of commercial banks. This is evidenced by the correlation and regression results that reports such relationship. Cash reserves also enabled continuity of operations and this was vital in keeping the banks afloat in the market. Having deposits in banks was important since this affected liquidity and eventually performance in commercial banks. Indeed positive and significant relationships were found out between these deposits and performance in banks. The level of deposits could make or destroy the bank. When there were few deposits, performance in the banks could be imperiled due to liquidity problems. Such banks could be forced to content with borrowing from central bank or inter-banks market at high costs. It was also established that non-performing loans affect the performance of commercial banks. This can be evidenced by positive relationships obtained in regression and correlation analyses between the two variables. When banks were faced with a lot of non-performing loans, they faced liquidity challenges and this translated to loss of working capital, poor operation of routine tasks and less revenue. This goes on to put the banks at risk of liquidation. The fact that banks responded by putting in place stringent measures in the backdrop of non-performing loans means that banks could start losing revenue. This would reduce the profitability of the firm, face liquidity risks and record reduced performance. Informed by findings of the study, it is recommended that since cash reserves play a crucial role in enhancing liquidity and eventually the performance of commercial banks, it is important for banks officials to understand the legal and practical levels of liquidity required in their banks.  Further, due to the fact that deposits enhanced liquidity in commercials, banks should put in place measures aimed at encouraging customers to keep on making deposits. The study recommends that there should be follow up studies in other counties for correlation purposes. Furthermore, each study variable could be studied singly using other research methods so as to understand them more. Since performance in banks could be as a result of other factors that are linked to liquidity issues, it is important to carry out studies that incorporate other variables that directly or indirectly affect the relationship that was studied in this current study such as government regulatory frameworks, changing interest regimes and, competition from unregulated financial institutions among others.

Keywords:  Effects, Liquidity, Performance.

Title: Effects of Liquidity Risk on Performance of Commercial Banks in Meru Town, Kenya

Author: Muhari Jane Wanjiku, Dr. Kagiri Assumptah

International Journal of Management and Commerce Innovations 

ISSN 2348-7585 (Online)

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Abstract: MGNREGS (Mahatma Gandhi National Rural Employment Guarantee Schemes) has inaugurated used in people. MGNREGS has made by dent on strengths of various parties in reach their targets and it has strengthened the process of participatory democracy through economic decentralization and by giving significant roles to the Panchayati Raj Institutions. This paper focuses on different implementing bodies/ parties how it influenced on good governance in the MGNREGS program.

Keywords: Good Governance, Economic Decentralization, Goverance, NGOs.

Title: A Study on Good Governance through MGNREGS

Author: Dr. C. Sreeramulu

International Journal of Management and Commerce Innovations 

ISSN 2348-7585 (Online)

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Abstract: Emotions at workplace add complexities at workplace .workplace can’t work without humans & human cant live without reflecting theirs emtions which ultimately affects the workplace both in a negative and in a positive manner. Employee take their humanity everywhere at workplace whereever they go i.e. their happiness , anxiety, laughter, worry, anger , sadness and each and every emotion, they bring themselves completely to the workplace and that results in emotions enters at workplace and affect the workplace i.e. the professional side. But at the same time workplace demands us to mask our feelings especially a negative emotions ,  our frustrations , impatience whatever we feel we  need to mask it with smile & patience on your body & face. This this paper has made an atttempt to investigate the impact of emotions on workplace and suggest the tactics that help us in reducing the negaive impact of emotions i.e. instead of eliminating emotions from our workplace we need to align our emotions with work in a postive manner so that we can maintain healthy environment at workplace.

Keywords: Emotions, Rational, change, workplace.

Title: Role of Emotions at Workplace

Author: Dr. Swapna Shrimali

International Journal of Management and Commerce Innovations 

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Abstract: The study analyzes service quality gaps and takes into consideration the problem of service quality delivery where the quality losses occur. Many service quality gaps are reviewed in this paper. But four out of five quality gaps by Parasuraman, Zeithaml and Berry (1985, 2006) are examined. These gaps are evaluated in relations to the e-banking channels used by two selected Nigerian banks: UBA and Diamond banks. The main management problem, according to research achievements, is the gap between managers’ perception of customers’ expectation and service performance among the selected banks. To achieve the spelt objectives, which were designed from four identified gaps in the service quality model, the study utilized survey design; and data was collected though a self-administered questionnaire from a number of 131 respondents who were staff of two selected banks in Ibadan, Oyo State, Nigeria. Statistical technique software SPSS was employed to aid the data analysis.  Having analyzed the data, the study found out that the gap between customers’ expectations and managers’ perception of customers’ expectation affect e-banking service. The study also revealed that gap between banks external communication and service performance has negative effect on customers’ satisfaction. The work among other things recommends that special attention should be given to the problems of service specifications formulation. The study also advised that each service organization must analyze carefully their own specific quality gaps, preferably beginning from customers’ expectations and customers’ complaints. It is believed that the concept will be a useful tool in managerial decision making concerning issues relating to customers service delivery.

Keywords: Service Management, Service Quality, Service Quality Gaps and e-Banking.

Title: Identification of Service Quality Gaps on e-Banking Service: A Comparative Analysis of Two Selected Banks in Nigeria

Author: Bamidele S. Adeleke, Solomon O. Farayola, Ruby N. Ike

International Journal of Management and Commerce Innovations 

ISSN 2348-7585 (Online)

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