Vol 6 Issue 1 April 2018-September 2018

Abstract: Today the most important thing to do about the reduced customer satisfaction is the customer-centered practices adapted to each customer’s needs and values. By treating different customers in different manners, firms can achieve customer loyalty. The study sought to establish the effects of strategic relationship management strategies on organization performance at Commercial banks in Kenya, Case of Co-op Bank, Digo Rd, Mombasa. Specifically the study sought to establish the extent of which strategic CRM programs, strategic level of customization of CRM programs, strategic IT usage in CRM programs, and use of strategic multiple approach channels influence organization performance. The study adopted a descriptive research design. The population of this study comprised of Co-op Bank Kenya Limited Digo Road Branch customers located in Mombasa. The target population was 3000 customers, Stratified sampling technique was used to select the customers from among the list provided by the bank. For the purpose of this study, 341 respondents was considered to be a representative of the total population out of which 300 responded successfully. Responses in the questionnaires were tabulated, coded and processed by use of a computer Statistical Package for Social Science (SPSS) version 20 to analyze the data descriptive statistics using the percentage mean and standard deviation. From the findings the results showed that increase in level of customization would automatically increase organization performance. Therefore in today’s banking sector, banks have diversified ways and mechanisms on increasing level of customization to enhance customer loyalty. Use of information technology in customer relationship management had weak but positively and significantly related with organization performance. It is recommended that there is the need to constantly monitor and evaluate the current CRM strategies of the bank. It is necessary to constantly monitor, review and evaluate the current CRM strategies being adopted by the bank. The study also recommends that bank management should involve customers before introducing these CRM strategies in order to realize its maximum benefits. Customers should be consulted before introducing these strategies since they are the reason why it is being implemented. The study recommends that there should be an attitudinal change by all members of staff. There should be a conscious effort by all staff to change their bad attitudes. This can be done by training staff on customer service skills and also equip them with product knowledge.

Keywords: Strategic CRM programs, Strategic Level of Customization, Strategic Information Technology & Strategic Multiple approach Channels.

Title: EFFECT OF STRATEGIC RELATIONSHIP MANAGEMENT STRATEGIES ON ORGANIZATIONAL PERFORMANCE OF COMMERCIAL BANKS IN KENYA: A CASE OF CO-OP BANK KENYA LTD DIGO ROAD BRANCH

Author: Mary Wangui Njoroge, Dr. Nagib Omar

International Journal of Management and Commerce Innovations 

ISSN 2348-7585 (Online)

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Abstract: The main purpose of the study was to investigate diversification strategies affecting the business performance of small and medium enterprises in Kenya. Small and medium enterprises particularly in developing countries tend to pursue product diversification strategies as a growth strategy in today’s dynamic environment. In Kenya, an average number of SMEs employ diversification strategies haphazardly without any strategic analysis which in turn negatively affect their business performance. Most SMEs practice "trial and error method" when implementing diversification as a growth strategy. This provides the need for SMEs to have the know-how in choosing the right diversification strategy to lower their risks and uncertainty and improve business performance. The challenge most SMEs in emerging countries face is deciding the most appropriate type of diversification strategy for their business once product diversification has been chosen as a growth path. The study sought to find out which is the efficient product diversification strategy for SMEs particularly in developing countries. The findings indicated that there is an inverted U shaped relationship between diversification strategies and SME performance. The study concluded that concentric diversification strategy is an attractive strategy for SMEs but not the best as it limits SMEs to certain sector, product or service; conglomerate diversification strategy is the efficient strategy for small and business enterprises because of their flexibility characteristic; interrelated diversification strategy least increases SMEs performance.

Keywords: Related diversification strategy, unrelated diversification strategy, interrelated diversification strategy, small and medium enterprises, product diversification strategy, developing countries, Kenya.

Title: DIVERSIFICATION STRATEGIES AFFECTING THE BUSINESS PERFORMANCE OF SMEs IN KENYA

Author: Joy Mutune, Dr. Frida Simba

International Journal of Management and Commerce Innovations

ISSN 2348-7585 (Online)

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Abstract: The study sought to establish the influence of funding on the sustainability of programs of local non-governmental organizations in Mombasa County, Kenya. To achieve this ,the study was guided by the following specific objectives: To determine the influence of the financial system on the  sustainability of local NGOs programs and activities in Mombasa County; To determine the extent to which grant policies affect the sustainability of local NGOs programs and activities; To investigate the funding structure and its influence on sustainability of local NGOs programs and activities and; To establish the effect of budget variance on the sustainability of local NGOs programs and activities. Descriptive survey design was used for analyzing the influence of funding on the sustainability of programs of local non-governmental organizations in Mombasa County. The target population for this study was 97 NGOs that have been in existence for a period of not less than five years and operate in Mombasa County. Data collected was largely quantitative and was analyzed by descriptive analysis including SPSS (V. 21.0) and MS Excel. Quantitative data was presented through the use of statistical techniques such as bar charts, pie charts, percentages and frequency counts.  Qualitative data was presented descriptively.  From the findings presented majority of the respondents covered in this study were male, on distribution of respondents by the highest level of education attained, majority of the respondents had a degree followed by those who had a Diploma. Majority of the organizations are registered as Non-governmental organization (NGO).The findings indicate that nearly all, organizations received funding from external donors. From the findings it can be majority organizations represented in the study got funding from the external donors.  The study findings showed that the funding of NGOs came from sources such as traditional fundraising as indicated by most of the respondents. The study results indicate that most of the respondents were of the opinion that grant policies affect the sustainability of local NGOs programs and activities. The findings reveal that majority of the local non-governmental organizations with access to funding have committees at the top of their organizations structure, with executive committees leading followed by organizations led by non-executive committees, few organizations are led by the  boards. The study concluded that NGOs receive funds mostly from external donors and other private donors. International donors are more often restrictive on the kind of activities that can be carried out with their donations. Though some NGOs have invested in economic activities to get extra funds for their activities, these types of investments are rare and occur at small quantities. Finally, the study concludes that majority of local NGOs that have access to funding from both internal sources were community-based organizations. The recommendation is that the government should consider funding local NGOs as they play a crucial role in community development. This will enable them initiate and implement development projects while limiting dependency on external funding. Finally there commendation is that the Local NGOs should strengthen their institutions of governance; strong boards and committees made up of members with skills from diverse backgrounds, competence and expertise are more likely to attract multiple sources of funding to implement their strategic plans.

Keywords: influence of funding, sustainability, programs, NGOs, strategic plans.

Title: INFLUENCE OF FUNDING ON THE FINANCIAL SUSTAINABILITY OF LOCAL NON-GOVERNMENTAL ORGANIZATIONS’ PROGRAMS IN KENYA: A SURVEY STUDY OF MOMBASA COUNTY

Author: Irene Kalunda Kiminza, Dr. Fred Mugambi

International Journal of Management and Commerce Innovations

ISSN 2348-7585 (Online)

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Abstract: This study focused on determinants and factors that play a role in performance improvement in public water companies in Kenya. For the last one decade or so, the Government of Kenya has been implementing aggressive Water Sector reforms aimed at bringing about radical change in the water and sanitation sector. Although a lot of gains were achieved within this time, sustainable access to safe water and basic sanitation remains elusive to many Kenyans in terms of quality and quantity. The ministry in charge of water services has been mandated by the Government of Kenya to design and implement law that guarantee provision of adequate quality drinking water to the public. In furtherance to this cause, the following water agencies was instituted. The Water Services Regulatory Board (WASREB) were mandated to regulate the water agencies by checking on compliance with the legal regulatory environment. According to the water service regulatory Board (WASREB) Impact report 2014, Water Coverage for urban areas stood at 54%, whereas the 2016/2017 target was 76%. In the same period, urban sanitation stood at 73% against a sector target of 78% by 2016 as set by the national Water Services Strategy (NWSS). Water coverage in the rural areas was even lower at 51%. This study aimed at bridging the existing gaps by  examining the Determinants  of Performance Improvement of Public Water Companies in Kenya  by studying four variables; benchmarking, ICT, legal and regulatory framework and staff managerial skills. This study provides more insight on the Determinants of Performance improvement of Public Water Companies in Kenya. he beneficiaries of this study will be; the government, water companies, researchers and scholars The findings of this study was significant to the entire water sector in Kenya because they served as references in setting certain standards for service delivery. The study focused   on the 100 registered   Public Water Companies in Kenya. The unit of observation was the middle level and top level managers in the 100 registered Public Water Companies in Kenya. The unit of analysis was the 100 registered Public Water Companies in Kenya. The study employed descriptive research design since it portrays an accurate profile of situations. The target population was 100 water companies registered by WAPSA. The study adopted a census survey with the respect of the unit analysis which all the registered Public Water Companies in Kenya.The data was then coded and checked for any errors and omissions (Kothari, 2010). Frequency tables, percentages and means was used to present the findings. Responses in the questionnaires was tabulated, coded and processed by use of a computer Statistical Package for Social Science (SPSS) version 23.0 programme for data analysis. Study findings revealed that benchmarking should not only compare the outputs but also the process in which the output is obtained, where customer satisfaction always takes the center stage. The findings revealed that WASREB monitors and documents the performance of public water companies; rom the findings, it was found out that obsolete technology allows down operations in the organization; it discourages innovation in the organization and that due to obsolete technology, the quality of products usually gets compromised. On staffs managerial skills, the study found out that the staff are involved in the implementation of strategies. The Study Concludes that benchmarking should not only compare the outputs but also the process in which the output is obtained, where customer satisfaction always takes the center stage and that benchmarking provides a starting point to determine where inefficiencies lie by providing the bench marker with a comprehensive study of the relative performance of all the participants then identified gaps between the organization and its peers. The study recommended that staffs should be involved in the implementation of strategies that should have knowledge about the performance improvement in the public water companies that staffs should have the ability to understand the concepts of performance improvement in the companies and that they should have the ability to interact with each other and motivate one another  since this affects performance of water companies significantly.

Keywords: Benchmark, Legal Framework, Information communication technology (ICT), Management skills Performance.          

Title: DETERMINANTS OF PERFORMANCE IMPROVEMENT IN PUBLIC WATER COMPANIES IN KENYA

Author: Njoroge Kenneth Mwangi, Dr. Karanja Ngugi

International Journal of Management and Commerce Innovations 

ISSN 2348-7585 (Online)

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Abstract: Commercial banks all over the world play a significant role in the allocation of economic resource of countries. However, banks like other financial business entities are entitled to profits for the services which they provide. However, the pursuit for profitability comes with its own risks. The continuous decline in profitability of commercial banks in Nigeria is raising high concerns in all quarters. The current study sought to critically review literature on fundamental risk factors and profitability of commercial banks in Nigeria and provide suggestions for further research. Findings of the study provided evidence of research gaps which stem from conceptual, contextual, methodological and knowledge gaps. Most studies were centered on other countries other than Nigeria. Also, most of the studies only considered one measure of profitability. In addition, bank size and its moderating effect on the relationship between fundamental risk factors and profitability were not considered in previous studies. Furthermore, previous studies did not consider structural breaks such as the Central Bank of Nigeria regulation of minimum capital base requirement and the global financial crises. The study recommends that further research be undertaken to establish the effect of fundamental risk factors on profitability of commercial banks in Nigeria where measures of profitability such as return on equity, return on asset and net interest margin will be adopted. Also, bank size and its moderating effect on the relationship between fundamental risk factors and profitability should be considered. Furthermore, further research should consider the effect of the 2007/2008 global financial crises and Central Bank of Nigeria minimum capital requirement on profitability of commercial banks in Nigeria.

Keywords: Fundamental Risk Factors, Inflation, Interest Rate, Exchange Rate, Profitability and Commercial Banks.

Title: A CRITICAL REVIEW OF LITERATURE ON FUNDAMENTAL RISK FACTORS AND PROFITABILITY OF COMMERCIAL BANKS IN NIGERIA

Author: MALGIT AMOS AKIMS, AMBROSE JAGONGO

International Journal of Management and Commerce Innovations

ISSN 2348-7585 (Online)

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Abstract: This study was conducted to enable county government understand the factors affecting procurement performance in county roads in Kisumu County. The main purpose of this study was to establish factors affecting the procurement performance on road projects in Kisumu County with specific emphasis on Kisumu West Sub-County. The study was guided by four specific  objectives:  To determine the effect of planning  on procurement performance in roads projects  in Kisumu West Sub-County, To determine  the effect of policy on procurement performance on road projects  in Kisumu West Sub-County, To determine the effect of supplier selection on  procurement performance in roads projects in Kisumu West Sub-County and To determine the effect of information technology on procurement performance  in road projects in Kisumu County. The study involved the theories of integrity and total cost ownership. The study was conducted through survey design. Stratified sampling procedure was used to identify a sample size of 77 from a target population of 500. Data was collected using self-reporting questionnaire. Data was analyzed using multiple regression analysis model and results presented using tables and graphs. The findings were majority of respondent’s i.e. 55.3% of the respondents strongly agree that planning affects procurement performance while 38.1% agree that planning affects procurement performance  in Kisumu West Sub-County. On the procurement policy minority of respondents i.e. 8.92% strongly agree that policy affects procurement performance in Kisumu West Sub-County it also revealed that 35.9% and 13.85 don’t agree and strongly don’t agree that policy affects procurement performance  in Kisumu West Sub-County, On supplier selection 3.6% strongly agree,29.25 agree and 40.5% don’t agree that supplier selection affects procurement performance  in Kisumu West-Sub County ,it also revealed that 30.4% strongly agree and 39.4 agree that information technology affects procurement performance in Kisumu West Sub County. Finally 54.6% strongly agree and 38.6% agree that procurement performance affects road projects in Kisumu West Sub-County.

Keywords: road projects, procurement performance, information technology.

Title: FACTORS AFFECTING PROCUREMENT PERFROMANCE IN ROAD PROJECTS IN KISUMU COUNTY: A CASE OF KISUMU WEST-SUB COUNTY

Author: Clement Nixon Agwingi Okuku, Professor Oloko M.A

International Journal of Management and Commerce Innovations

ISSN 2348-7585 (Online)

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Abstract: The purpose of this study was to evaluate the environmental risk factors affecting project performance at Kenya Revenue Authority, Nairobi Customs Region (NCR). The study was guided by the following specific objectives: To establish the effect of Information technology risk factor on the performance of projects at Kenya Revenue Authority (NCR), to evaluate the effect of customer demand risk factor on the performance of projects at Kenya Revenue Authority (NCR) and to establish the effect of human resource risk factor on the performance of projects at Kenya Revenue Authority (NCR). The research design to be used for this study was descriptive survey design. This involved explanation of causes and effects of the independent and dependent variables associated with the problem. The population of this study was all employees of Kenya Revenue Authority (NCR) and who had been with the company for a minimum period of one year. This was to ensure that they understand the company and have gone through a one year cycle of performance contract. There are about 425 employees. The sample size for this study was 213 employees who were selected through stratified random sampling. The strata was that of management, supervisory and general employees. Within each stratum, simple random sampling was used to identify individual employee respondents. Data was collected by use of questionnaires. The questionnaire consisted of structured closed ended statements. Data was analyzed mainly by use of descriptive and inferential statistics. Descriptive statistics included mode, mean, median, standard deviation. Inferential statistical techniques like correlation and regression coefficients used to draw a causal relationship between the various strategic responses and performance. Data was presented by use of graphs, pie charts and tables. The study findings indicates that environmental risk factors (information technology, customer demands & human resource) had significant and positive relationship on the project performance. The study recommends that top managers, policy makers and other key players in the organization should formulate best technology policies and systems that will ensure the organization has achieved its targets and objectives in regards to information technology. The study recommends the managerial level to strengthen the systems and structures of ensuring that they get the best qualified employees who are capable of being trained and changing the entire organization in regards to performance. The study also recommends that the managerial level need to initiate robust structures and strategies that will initiate and turnaround the customer demand risk factor into valuable environmental factor thus enabling the organization to achieve its objectives and goals.

Keywords: Information Technology, Customer Demand, Human Resource and Project Performance.

Title: EVALUATION OF ENVIRONMENTAL RISK FACTORS AFFECTING PERFORMANCE OF PROJECTS IN KENYA: A CASE OF KENYA REVENUE AUTHORITY, NAIROBI CUSTOMS REGION

Author: Hamida Omar Juma, Dr. Peter Situma Sasaka

International Journal of Management and Commerce Innovations

ISSN 2348-7585 (Online)

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Abstract: This study was seeking to establish the effect of business strategies adopted on the customer base performance of commercial banks in Kenya. It also sought to establish the relationship between business strategies and customer base performance in commercial banks in Kenya. Towards the achievement of the objectives, the research adopted a descriptive research design which involved distribution of questionnaires to commercial banks in Mombasa County. A good response rate of 75.9% was realized. This study also established a regression and correlation analysis between the Independent variables and the dependent variable. The findings of the study were that different commercial banks have adopted different business strategies depending on their customer base performance. The study also established that most of the banks involved business innovation, product differentiation, market diversification and skills management. The study concluded that the adoption of these business strategies for the growth of customer base of the commercial bank be part of the long term strategy of the commercial banks for them to improve on their customer base performance. This study therefore recommends that commercial banks should consider adopting these business strategies fully as this will be beneficial in the long run compared to the initial costs involved in the implementation of the strategies.

Keywords: business strategies, commercial banks, business innovation, market diversification.

Title: EFFECT OF BUSINESS STRATEGIES ON CUSTOMER BASE PERFORMANCE OF COMMERCIAL BANKS IN KENYA

Author: NANCY WAITHERA KARIUKI, DR LUCY GICHINGA

International Journal of Management and Commerce Innovations

ISSN 2348-7585 (Online)

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Abstract: The purpose of this study was to conduct an investigation on determinants of optimal revenue collection in county governments in Kenya, a case study of Bomet. To achieve the overall goal of the study, four specific objectives were formulated and the respective variables were then presented in a conceptual framework. The study was quite significant as it established the determinants affecting implementation of the system hence assist the county in implementing them for sustainability of the revenue collection system. Literature review were carried out in previous similar research works, websites, and published journals. A descriptive design was used to analyze how the various variables. A stratified  sampling design were utilized .This was meant to enhance accuracy and validity of the data more so due to the fact that the population under study is heterogeneous in terms of job description, qualifications and experience. Questionnaire and an interview guide were administered to collect research data from respondents. The target population were 49 respondents and the respondents selected as per strata. Data analysis was done using a statistical package for social scientists (SPSS) and excel software package. The data was collected, cleaned, sorted and collated. Data were entered in a computer, after which analysis were done. Descriptive statistics in the form of tables were used to present the data. Then measures of association were used to examine the relationship between the independent and dependent variables. This was followed by analysis using inferential statistics such as Pearson correlation to examine the relationship between variables. The findings were used to formulate the conclusion and recommendations for further research works.

Keywords: investigation, determinants, optimal revenue collection, statistical package for social scientists (SPSS).  

Title: DETERMINANTS OF OPTIMAL REVENUE COLLECTION IN COUNTY GOVERNMENTS IN KENYA: A CASE OF BOMET COUNTY

Author: PETER KIBET LELEI, DR KEPHA OMBUI

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 determinants of financial performance in Small and medium Enterprises (SME’s) in Mombasa County, Kenya. Further envisioned to establish how financial leverage, size of the firm and liquidity affected the financial performance under the control of government checks and balances by a quantitative study design in which primary data was collected using a structured questionnaire. Liquidity was confirmed to have a significant impact on financial progress. Size of the firm was also established as significantly vital in business operation. Larger SMEs made more profits and the results indicate that there exists a strong positive and significant relationship between firm’s equity and profitability.

Keywords: Firm Performance, Firm Size, Liquidity, Leverage.

Title: DETERMINANTS OF FINANCIAL PERFORMANCE IN SMALL AND MEDIUM ENTERPRISES IN MOMBASA COUNTY KENYA

Author: Antony Muriuki Mate, Dr. Abdullah Ibrahim Ali

International Journal of Management and Commerce Innovations 

ISSN 2348-7585 (Online)

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Abstract: India is the second largest populated country in the world. India is accepted as the country of youngest professionals in the world.  Every seventh man in the world is an Indian.  Indians are emerging with enriched technical and managerial Skills accepted in the world. The world is backing upon India. This paper presents the Importance of soft skills for Employability of Technocrats in the corporate world and Government Sector.

Keywords: Soft skills, Employability of Technocrats, Government Sector.

Title: Importance of soft skills for Employability of Technocrats in the corporate world and Government Sector

Author: Vibhav Misra

International Journal of Management and Commerce Innovations 

ISSN 2348-7585 (Online)

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Abstract: This research is intended to test quality of learning process, the social economic status of the students' parents as their leaning support, student ability in understanding entrepreneurship spirit and student ability in understanding financial literacy. Conducted in department of management, Non Regular Program Economic and Business (FEB) Udayana University. The data collection is using questionnaire media. Respondents are management students in V semester academic year of 2017 / 2018, Non Regular Program FEB Udayana University. Number of proxy population is 375 students. Sample is using simple random sampling technique based on Slovin formula to create 79 samples. Data analysis technique uses descriptive qualitative technique. 

Result of this study are for the learning quality very effective criteria is 11,54 %, effective criteria is 12,82 %, quite effective criteria is 48,72 %, less effective criteria is 21,79 %, and ineffective criteria is 5,13 %. Parents' social economic status with very effective criteria is 10,26 %, effective criteria is 34,62 %, quite effective criteria is 32,05 %, less effective criteria is 16,67 %, and ineffective criteria is 6,41 %. Entrepreneurship spirit with very effective criteria is 17,95 %, effective criteria is 25,14 %, quite effective criteria is 29,49%, less effective criteria is 24,36 %, and ineffective criteria is 2,56 %. Financial literacy with very effective criteria is 41,04 %, effective criteria is 38,46 %, quite effective criteria is 19,23%, less effective criteria is 21,79 %, and ineffective criteria is 1,28 %.

Keywords: Learning Quality, Parents' Social Economic Status, Entrepreneurship Spirit and Financial Literacy.

Title: Effects of Learning Quality, Social-Economic Status and Entrepreneurship Spirit on Financial Literacy of Students of Udayana University

Author: Made Sukartha, Gede Agus Indra Tananaya K, I Ketut Yadnyana

International Journal of Management and Commerce Innovations 

ISSN 2348-7585 (Online)

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Abstract: This research covers the main factors that are affecting the decision making of the Lebanese consumer, and his behavior when purchasing a product or a service online. The result asserts that Lebanese consumers have no trust, no confidence in online sites, faces difficulties when encountering website, perceived risk of internet purchase.

Keywords: Online Shopping, Consumer Behavior, Decision Making, e-commerce, Marketers.

Title: Online Shopping Consumer Behavior “Why Are We Afraid to Purchase Online: Case Study Lebanon”

Author: Dr. Riad El Chami

International Journal of Management and Commerce Innovations 

ISSN 2348-7585 (Online)

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Abstract: The purpose of this study is to focus on the factors that influence parental decision-making when it comes to choosing a school for their beloved children. Studying the factors will give us a deep understanding of what parents look for in a school, which, in return, will help us know what a school should focus on when setting its marketing strategy. In order to achieve our goal, we have interviewed head of admission of different schools in Tripoli, and focused on the most common factors. Finally, we compared our results with different researches, and came up with a marketing strategy that every school needs to apply for a successful campaign.

Keywords: School Marketing, Student needs, Parental Decision Making, school choice.

Title: Significance of Marketing In School

Author: Riad El Chami, Fadel Yakhne

International Journal of Management and Commerce Innovations 

ISSN 2348-7585 (Online)

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Abstract: The purpose of the study was to establish the influence of financial capacity on accessibility of the preferential public procurement opportunities among youth groups in Nakuru town sub-county. The study used institutional theory and socio-Economic theory. The study adopted descriptive survey research design. The researcher targeted 74 officials from 20 active youth groups in Nakuru Town sub-county. The study used census sampling technique. Therefore the study incorporated all the 74-targeted officials from the 20 active youth groups. Closed ended questionnaire were used as the data collection instrument for the study and developed through the guidance of the study’s objectives and research questions. The validity of the instruments used in this study was established by conducting a pilot study. Once the raw data was collected, the questionnaires were checked for proper recording of the responses and completeness. The collected data was coded and analysed by use of Statistical Package for Social Sciences SPSS version 24. Quantitative data was analysed using both descriptive and inferential statistical techniques. Descriptive statistics included means, standard deviation, frequencies and percentages while inferential statistics was by means of correlation and regression analysis.

Keywords: Financial capacity, Preferential Public Procurement opportunities and youth groups.

Title: Influence of Financial Capacity on Accessibility of the Preferential Public Procurement Opportunities among Youth Groups in Nakuru town sub-county

Author: Cyrus Babu Ndege, Dr. Wanderi Karanja

International Journal of Management and Commerce Innovations 

ISSN 2348-7585 (Online)

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