Strategic Journal of Business & Change Management最新文献

{"title":"TOTAL QUALITY MANAGEMENT ON PERFORMANCE OF ELECTRONIC CLAIMS SYSTEMS IN MEDICAL INSURANCE FIRMS IN KENYA: A CASE OF NATIONAL HEALTH INSURANCE FUND, KENYA","authors":"LAURA ECHULET, LUCY KIRIMA, PhD, MOSES OWINO, PhD, FREDRICK OBUNGA","doi":"10.61426/sjbcm.v10i3.2710","DOIUrl":"https://doi.org/10.61426/sjbcm.v10i3.2710","url":null,"abstract":"........................................................................................................................................................ xi DEFINITION OF TERMS ................................................................................................................................. xii LIST OF ABBREVIATIONS ............................................................................................................................ xiii CHAPTER ONE ...................................................................................................................................................","PeriodicalId":22086,"journal":{"name":"Strategic Journal of Business & Change Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-09-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134969203","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"EFFECTS OF ORGANIZATIONAL CULTURE ON PERFORMANCE OF SUPPLY CHAIN FUNCTIONS IN TURKANA COUNTY GOVERNMENT","authors":"SHIRLEY AWOI LOWALAN, ERIC MUTIIRIA, EVANGELINE GICHUNGE, PhD","doi":"10.61426/sjbcm.v10i3.2709","DOIUrl":"https://doi.org/10.61426/sjbcm.v10i3.2709","url":null,"abstract":"This study investigated the effects of organizational culture on the performance of supply chain functions in Turkana County. A descriptive research design was used for this study, with quantitative data being collected. The target population consisted of 137 respondents, including 10 Chief Officers, 18 County Public Service Board members, 41 County Executive Committee members, and 52 Directors in Turkana County Government offices. The sample size for this study was 102 respondents, and a structured questionnaire was developed and administered to the relevant departmental heads within the supply chain functions of the Turkana County Government. Descriptive statistics such as frequencies, percentages, means, and standard deviations were used to describe the data collected from the survey, while inferential statistics such as regression analysis and correlation analysis were used to test the hypotheses. Tables, graphs, and charts were used to present the data, enhancing clarity and ease of understanding. The findings of the study were presented in a comprehensive report. The study's hypotheses were examined by utilizing Pearson's Correlation Coefficient to determine the importance of the connections between the dependent and independent variables. The findings indicated a substantial and positive correlation between organizational culture and the effectiveness of supply chain operations in Turkana County. The study recommended that Turkana County prioritize the development of a positive organizational culture that values customer satisfaction, collaboration, continuous improvement, ethical behavior, and innovation. Key Words: Organizational Culture, Turkana County Government, Management CITATION : Lowalan, S. A., Mutiiria, E., & Gichunge, E. (2023). Effects of organizational culture on performance of supply chain functions in Turkana County Government. The Strategic Journal of Business & Change Management, 10 (3), 315 – 327.","PeriodicalId":22086,"journal":{"name":"Strategic Journal of Business & Change Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-08-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136241054","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"PROJECT GOVERNANCE AND PERFORMANCE OF AFFORDABLE HOUSING PROJECTS IN KENYA","authors":"MONICAH WAMBUI MWANGI, MORRISON MUTUKU, PhD","doi":"10.61426/sjbcm.v10i3.2708","DOIUrl":"https://doi.org/10.61426/sjbcm.v10i3.2708","url":null,"abstract":"This study established the effect of governance on project performance: A case of affordable housing projects in Kenya. The specific goals were to determine the effect of stakeholder management, project control, project monitoring and project accountability on project performance. The study used Agency theory and supported by Stakeholder theory. A descriptive research design was employed. The population was 165 project managers, project lead and project team members in charge of the affordable housing projects in Kenya. Stratified sampling method was employed to get the sample. The study sample size was 117 respondents. A semi-structured questionnaire was utilized to obtain primary data. Descriptive statistics like mean, percentages, frequencies, and standard deviation was used to analyse the data. To demonstrate the variables relationship multiple linear regression analysis was used. The Statistical Package for the Social Sciences (SPSS) version 23 was used. Tables and figures were used to present the data. The study conformed to ethical considerations such participant voluntariness, confidentiality, and anonymity. The study revealed that stakeholder management had a significant and positive relationship with project performance. Project control had a significant and positive association with project performance. Project monitoring had a significant and positive association with project performance. Project accountability had a significant and positive association with project performance. The study recommended monitoring and evaluating the stakeholder engagements in order to make improvement to the available methods used in stakeholder management. Monitoring of stakeholder engagement is essential as it helps in determining whether stakeholder management during the project impacts the project performance positively or whether there is need for review. Project stakeholders may make the best decisions at the right time with the help of timely insights that come from connecting project control with the rest of project management. Project performance and project monitoring had a substantial and favourable link. The study suggested careful project monitoring to assist project managers in gathering important information about how a project is doing and in using the information to make informed decisions. Project success was significantly and favourably correlated with project responsibility. According to the study, accountability should be improved by clearly stating objectives so that project team members are aware of who is in charge of which project components. Key Words: Stakeholder Management, Project Control, Project Monitoring, Project Accountability CITATION : Mwangi, M. W., & Mutuku, M. (2023). Project governance and performance of affordable housing projects in Kenya. The Strategic Journal of Business & Change Management, 10 (3), 315 – 333.","PeriodicalId":22086,"journal":{"name":"Strategic Journal of Business & Change Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-08-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136283058","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"FINANCIAL RISK MANAGEMENT AND FINANCIAL PERFORMANCE OF FOREX BUREAUS IN NAIROBI COUNTY, KENYA","authors":"OLIVIA OTIENO, MICHAEL MAKAU, PhD, LUCY KIRIMA, PhD, FREDRICK OBUNGA","doi":"10.61426/sjbcm.v10i3.2707","DOIUrl":"https://doi.org/10.61426/sjbcm.v10i3.2707","url":null,"abstract":"Forex bureaus function in an environment filled with various financial risks that influence their financial performance. These financial institutions, especially in the 21st century, have been faced with multiple occurrences that have culminated to financial risks. The essence of organizations formulating financial risk management approaches was caused by the collapse of reputable businesses such as WorldCom and Enron, and this has helped businesses to cushion themselves and their stakeholders from different financial risks. Financial performance remains one of prominent measures of growth, and organizations have used this measure to attain their objectives. Financial performance in forex bureaus is a numerical indicator for the spread to which financial goals are achieved. The study objectives included; to determine the influence of operational risk management on financial performance of Forex Bureaus in Nairobi County; to establish the influence of credit risk management on the financial performance of Forex Bureau in Nairobi County; to assess the influence of liquidity risk management on the financial performance of Forex Bureau in Nairobi County and to evaluate the influence of market risk management on the financial performance of Forex Bureau in Nairobi County. The target population was 74 Forex Bureau which consisted of CEOs, Managing Directors and Middle Management Staff. Yamane Formula was adopted to arrive at a sample size of 210. The study adopted both primary and secondary data collection method. The study found that there was a relationship between financial risk management and financial performance of forex bureau in Nairobi County. It was clear that there was a positive correlation between financial performance and credit risk management (","PeriodicalId":22086,"journal":{"name":"Strategic Journal of Business & Change Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-08-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135181062","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"EFFECT OF FACILITY LOCATION ON PERFORMANCE OF STATE OWNED SUGAR FIRMS IN KENYA.","authors":"EVANS WAMBASI MISIKO, FREDRICK NJERU KIONGERA, PhD, DISHON MUNUHE WANJERE, PhD","doi":"10.61426/sjbcm.v10i3.2701","DOIUrl":"https://doi.org/10.61426/sjbcm.v10i3.2701","url":null,"abstract":"The primary goal of supply chain design is to up service quality and improve interaction levels between service providers and customers. This study established the effect of facility location on performance of state owned sugar firms in Kenya . The research employed descriptive casual research design to provide cause effect relationship between study variables while applying simple stratified purposive sampling technique to collect data. The target population comprised all the four operating state owned sugar firms namely, Chemelil, Muhoroni, Sony and Nzoia. The composition of the target population constituted four (4) factory managers, four (4) Finance managers,five hundred and twenty four (524) Agriculture Extension Officers,four (4) Human Resource managers,One hundred and eighty (180) Agriculture services Personnel and four (4) Strategy and planning Managers bringing the total target population to 720. The researcher used questionnaires for data collection. Analysis of data was executed using descriptive and inferential statistics. Statistical Package for Social Sciences (SPSS) helped in the analysis. Results presentation was in form of tables, figures, charts as well as histograms. Descriptive analysis helped show the population and the objectives enabling the researcher get the opinion percentages on the research issue. Hypothesis was tested at 95% confidence level. We therefore concluded that facility location had significant positive impact on performance of state owned sugar manufacturing firms in Kenya. Simple Regression Analysis was used to determine the strength and direction of the relationship between the study variables. The study found that cost reduction opportunities a rise since economies and markets constantly change in line with supply chain partners, technologies and relationships. Facility location contributed greatly in the improvement of performance in, operational efficiency, production flexibility and quality of the products as well as services. Key words; Facility Location , Performance of State Owned Sugar , Firms in Kenya CITATION : Misiko, E. W., Kiongera, F. N., & Wanjere, D. M. (2023). Effect of facility location on performance of state-owned sugar firms in Kenya. The Strategic Journal of Business & Change Management, 10 (3), 289 – 301.","PeriodicalId":22086,"journal":{"name":"Strategic Journal of Business & Change Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-08-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135181063","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"LOCAL CONTENT POLICY AS A TOOL FOR KNOWLEDGE TRANSFER BETWEEN INDIGENOUS OIL AND GAS FIRMS AND MULTINATIONAL OIL COMPANIES","authors":"DAVID EMUHOWHO EMUMENA","doi":"10.61426/sjbcm.v10i3.2706","DOIUrl":"https://doi.org/10.61426/sjbcm.v10i3.2706","url":null,"abstract":"The benefits of linkages or institutional networking for technological capacity building in indigenous firms oil and gas companies in Nigeria cannot be overemphasized. Linkages within the economy is necessary to develop the ability to transmit and receive knowledge, skills and technologies, whether it be suppliers of components and raw materials, consultants, service companies or technological institutions. Both the indigenous and foreign firms stand to gain. For the indigenous firms, linkages present a fast way of upgrading themselves through transfer of technology, knowledge and skills, improvement of business and management practices, and facilitation of access to finance and international markets (UNCTAD, 2006). The Federal Government of Nigeria introduced the Oil and Gas Local Content Policy in the year 2000. In early 2010, an enabling legislation on the policy was signed with a view to strengthening the technological capacity of indigenous firms in the oil and gas industry. The purpose of this paper is to examine the Local Content Policy as a tool for knowledge transfer between indigenous oil and gas firms and multinational oil companies. The paper is largely a conceptual review based on extant literature. The findings from the reviewed literature revealed that as provided for by the Local Content Policy, partnership, training, R&D, funding, infrastructural supports and consultancy are critical linkage activities that significantly influenced the technological capacity of indigenous firms in the Nigerian Oil and Gas Industry. Key Words : Local Content Policy, Knowledge Transfer, Multinational Oil Companies, Indigenous Oil and Gas Firms CITATION : Emumena, D. E. (2023). Local content policy as a tool for knowledge transfer between indigenous oil and gas firms and multinational oil companies. The Strategic Journal of Business & Change Management, 10 (3), 279 – 288.","PeriodicalId":22086,"journal":{"name":"Strategic Journal of Business & Change Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-08-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134931621","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"INFLUENCE OF PORTFOLIO PLANNING ON PERFORMANCE OF GOVERNMENT PROJECTS IN RWANDA. A CASE OF KICUKIRO DISTRICT","authors":"SUSAN ASIIMWE, PATRICK MULYUNGI, PhD","doi":"10.61426/sjbcm.v10i3.2704","DOIUrl":"https://doi.org/10.61426/sjbcm.v10i3.2704","url":null,"abstract":"Project portfolio management is becoming established in both practice and the literature as a tool for prioritizing and managing multiple projects at the enterprise level. Despite the quantifiable benefits of portfolio management, relatively few public organizations have perfected the practice. In today's environment of tight budgets, rapid change and high risk, it is very astonishing that organizations continue to waste resources and efforts by delivering or by getting involved in the wrong projects and programs. This is where portfolio management comes in handy in assisting the government in ensuring that the right programs and projects are begun, and the wrong ones are not and if they are already ongoing it ensures that they are stopped. This study therefore sought to determine the influence of portfolio planning on performance of government projects in Kicukiro district. The design of this research was a descriptive survey research. The population for this study comprised of 18 top level managers, 42 middle level managers and 70 low level managers of Kicukiro District. Stratified proportionate random sampling technique was used to select the sample of 99 respondents. The study used a semi structured self-administered questionnaire to collect data from the respondents. Collected data was analyzed using SPSS version 21. Quantitative data was analyzed by descriptive analysis and presented in form of tables. Content analysis was used for the qualitative data and then presented in prose. From the analysis of the findings in relation to portfolio planning. Respondents agreed with a mean of 4.0366 that Portfolio planning facilitates time planning; they also agreed with a mean of 3.9878 that Portfolio planning is a key to organizational stability and flexibility. However, the respondents were neutral that selected components in a portfolio are prioritized based on evaluation scores as was shown by a mean of 2.5244. The study also conducted a Pearson’s correlation analysis to establish the relationship between the variables. Portfolio analysis ensures good portfolio balance that enables the organization to achieve both growth and profit objectives. The study further concludes that portfolio planning affects the performance of government projects in Kicukiro district. It was evident that Portfolio planning facilitates time planning; it is also a key to organizational stability and flexibility. The research finally concludes that portfolio review affect performance of government projects in Kicukiro district. The study therefore recommends that the management team of government projects in Kicukiro district should consider portfolio inventory in their projects. The study recommends that the management team of government projects in Kicukiro district should always perform Portfolio analysis to ensure good portfolio balance that will enable the district to achieve both growth and profit objectives. The study further recommends that in order to facilitate ","PeriodicalId":22086,"journal":{"name":"Strategic Journal of Business & Change Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-08-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135619963","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"PSYCHOLOGICAL INTERVENTION AND PATIENTS DEPRESSION RECOVERY IN RWANDA. A CASE OF NDERA NEURO-PSYCHIATRIC HOSPITAL","authors":"DEO NTAKIRUTIMANA, EUGENIA NKECHI IRECHUKWU, PhD","doi":"10.61426/sjbcm.v10i3.2705","DOIUrl":"https://doi.org/10.61426/sjbcm.v10i3.2705","url":null,"abstract":"The purpose of this study was to assess the effects of psychological interventions on depression recovery among patients in Rwanda using the case of Ndera Neuro-Psychiatric Hospital. The specific objectives were to examine the effects of cognitive behavioral therapy (CBT) on depression recovery, to analyze the effects of interpersonal therapy (IPT) on depression recovery, and to establish the effects of mindfulness-based cognitive therapy (MBCT) on depression recovery . A descriptive research design with a correlation regression size effect was used and a mixed method approach was adopted for both qualitative and quantitative research approaches. The sample size was determined using Slovin’s formula after determining the recovered patients of depression from the annual report 2020 of Ndera Hospital. Outgoing patients were targeted because they were observed and interviewed to get information on their change behaviours. Data was collected using a questionnaire survey, interview guide, and field observation checklist from outgoing patients with depression and their counsellors. Counsellors were interviewed because they provided information on the types of therapies used to recover from depression. Qualitative data was analyzed using descriptive statistics in term of mean and standard deviation, and inferential statistics in terms of correlation, Chi-Square and regression analysis. Data entry, coding, cleaning and analysis were done with the help of SPSS software version 25. Tables, figures and textual models were used to present analyzed data. A Cronbach alpha test was also conducted to measure the internal consistency and reliability of the data collection instruments. The findings indicate that that holding Cognitive Behavioral Therapy, Interpersonal Therapy and Functional Analytic Psychotherapy to a constant zero, depression recovery among patients in Rwanda would be at 0.421. In Addition, any unit increase on Cognitive behavior therapy would increase depression recovery among patients in Rwanda by a factor of 0.224. Any unit increase in Interpersonal Therapy would increase depression recovery among patients in Rwanda by a factor of 0.222. Any unit increase in Functional Analytic Psychotherapy would increase depression recovery among patients in Rwanda by a factor of 0.359. Very good and positive linear relationships were established between psychological interventions on depression recovery among patients in Rwanda: Cognitive behavior therapy (r=0.690, p= .023); Interpersonal behavior therapy (r=0.719, p= .005) and Functional Analytic Psychotherapy (r=0.538, p= .001). In conclusion Psychological therapies are effective in the treatment of depression in primary care, have longer lasting effects than drugs, are preferred by the majority of patients, and can be applied flexibly with different formats and across different target groups. The study recommends that given that Cognitive Behavioral Therapy (CBT) has shown significant potential in reduci","PeriodicalId":22086,"journal":{"name":"Strategic Journal of Business & Change Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-08-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135619962","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"COMBINATION STRATEGY AND ORGANIZATIONAL PERFORMANCE OF LISTED COMMERCIAL BANKS IN KENYA","authors":"RACHEAL RATEMO, OSIEKO MATTI, PhD, OSIEKO MATTI, PhD","doi":"10.61426/sjbcm.v10i3.2703","DOIUrl":"https://doi.org/10.61426/sjbcm.v10i3.2703","url":null,"abstract":"This study examined the influence of financing strategy, banking innovations, relationship marketing and human capital focus on organizational performance of listed commercial banks in Kenya. The study adopted descriptive survey design. Self-administered structured questionnaires (closed ended questions) were utilized. The study found that the four independent variables (financing strategy, relationship marketing, banking innovations and human resource focus) significantly influenced organizational performance of listed commercial banks in Kenya. The study concluded that first, a well-crafted and effectively implemented financing strategy can enhance organizational performance of listed commercial banks in Kenya. Secondly, consistent application of relationship marketing approaches like bonding with customers, winning brand trust, reciprocity and swift conflict resolutions can attract and retain a significant customer base that can enhance performance of listed commercial banks. Thirdly, timely adoption of viable banking innovations can lead to a significant improvement in the organizational performance of listed commercial banks. Fourthly, commercial banks’ commitment to human resource attributes that can motivate employees to work extra hard for the overall organizational performance of banks. The study recommended that first, finance managers of listed commercial banks should craft a feasible financing strategy that viably realize significant contribution to the bank’s performance. Secondly customer service officers should consistently apply relationship marketing approaches like bonding, winning brand trust, reciprocity and swift conflict resolutions, to attract and retain a considerable customer base that can significantly enhance the performance of the bank. Thirdly, innovators in the banking sector should timely roll out viable banking innovations to cut operational costs and enable listed commercial banks realize a significant improvement in their organizational performance. Fourthly, the banks’ top management team should concisely focus on human services so as to attract and retain high flier and talented employees that can steer listed commercial banks to superior organizational performance. For further research, a similar study can be done on all commercial banks in Kenya so as to compare empirical findings and a similar study can be replicated on Micro Finance Institutions and deposit taking Saccos so as to compare empirical findings. Key Words: Finance, Banking Innovations, Relationship Marketing, Human Capital Focus , Commercial Banks CITATION : Ratemo, R., & Osieko,M. (2023). Combination strategy and organizational performance of listed commercial banks in Kenya. The Strategic Journal of Business & Change Management, 10 (3), 236 – 251.","PeriodicalId":22086,"journal":{"name":"Strategic Journal of Business & Change Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-08-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135021830","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"INFLUENCE CUSTOMER ACQUISITION ON ORGANIZATIONAL PERFORMANCE AMONG PRIVATE UNIVERSITIES IN KENYA","authors":"PURITY KURIA, JANE WANJIRU MUNGA, STEPHEN K. MAORE, PhD","doi":"10.61426/sjbcm.v10i3.2702","DOIUrl":"https://doi.org/10.61426/sjbcm.v10i3.2702","url":null,"abstract":"This study determined the influence customer acquisition on organizational performance of private universities in Kenya. The study was guided by customer relationship management theory. The research used descriptive cross sectional design. The target population was 172 respondents from the targeted private universities in Kenya. Stratified random sampling approach was used to determine the sample of 124 participants. Data was collected using questionnaires. For the determination of reliability, Cronbach alpha was adopted. For the analysis of data, quantitative approaches using Statistical Package for Social Sciences (SPSS version 23.0) was adopted to generate inferential and descriptive statistics results. Upon the analysis of data, data presentation was done by use of frequency tables. The study outcome revealed an existing positive and significant correlation between customer acquisition and organization performance in private universities in Kenya. This proves that, when customer acquisition is enhance, the organization performance in private universities in Kenya also greatly improves. The study therefore recommended that, Universities leadership should start implementing customer acquisition to spearhead positive results. The recommendations were that improved university communication to possible clients and increased attention on customer feedback was critical for institutional success and customer retention. Key Words : Customer Acquisition, Organization Performance, Customer Service CITATION : Kuria, P., Maore, S. K., & Munga, J. (2023). Influence customer acquisition on organizational performance among private universities in Kenya. The Strategic Journal of Business & Change Management, 10 (3), 227 – 235.","PeriodicalId":22086,"journal":{"name":"Strategic Journal of Business & Change Management","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2023-08-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135307205","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}