Role of Internet Banking in Customer Acquisition for Commercial Banks in Kenya: A Case of Commercial Banks in Nairobi, Kenya

The purpose of this study was to establish the role that internet banking has on customer acquisition for commercial banks in Kenya. The reason for this is that it is important to know the influence that internet banking has on how and why a commercial bank attracts a customer and retains its customers. It specifically assed, payment processing and account reporting as critical components that would demonstrate the relationship that exists between internet banking and the twin objectives of any progressive bank; acquisition of new clients and retention of the new and the older clients to assure future profitability and survival. Anchored on the customer service theory, the study employed a descriptive research design wherein the target population was 868 staff working in specific departments within the selected 9 banks as per the tiers. Stratified random sampling technique was used to come up with a sample of 269 respondents. Questionnaires was the data instrument used for collecting data which was then analysed using descriptive analysis in the forms of means and presenting the same in tables and graphs. Further, inferential statistics was used to assess the influence of internet banking in attracting and retaining customers by commercial banks in Kenya. Additionally, multiple regression was used to establish the relationship between the dependent and the independent variables in the study. The study is of great significant to commercial banks as it may help the banks to develop policies and strategies for attracting and retaining customers, to the CBK as it develops and deploys regulatory policies and to the research community in further development of customer acquisition and retention theories. The researcher conducted simple and multiple regression analysis in order to find out the relationship between internet banking characteristics and customer acquisition in the banking sector. The inferential results on influence of account reporting on customer acquisition in banking sector show R=0.673 indicating a strong positive correlation and R2=0.453 and there was a significant effect between account reporting on customer acquisition (t=2.548, p<0.05). The inferential results on influence of payment processing on customer acquisition R=.661 Indicating a strong positive correlation and R2=.437 and there was a significant effect between payment processing and customer acquisition (t=5.571, p<0.05). Banks need to structure their operation in order to fulfil a clients’ needs better. If possible, banks should come up with service delivery such as effective account reporting that add more value than existing customers and that are able to attract more customers. The study recommended that banks should strengthen their customer bonds. Improved customer bonds will enable both the firms and the customers to commit resources to the relationship built on high levels of trust and commitment. The study further suggest that a study be to be done on other factors (44.9%), as established in coefficient of determination) that contribution customers acquisition in the banking sector

EFFECTS OF E-RECRUITMENT AND E-TRAINING ON HUMAN RESOURCE PERFORMANCE: A CASE STUDY OF TELKOM KENYA

Abstract The role of Human Resource information system (HRIS) in business environment has evolved over time to become an integral part of its business operations in Kenya. This study aimed to establish the effects of erecruitment and e-training on human resource performance: a case study of Telkom Kenya. The study objectives were; E-recruitment on human resources performance, e-training on human resources performance. The study used descriptive research design targeting employees of Telkom Kenya comprising of managers, supervisors and general staff being 210 in total. The target population was sampled randomly from stratus and 50% of the population was sampled making 105 respondents that were obtained and used in the study. The study instruments that were used for data collection were questionnaires for easy administering and answering by the respondents. Data collected was content analyzed using SPSS and results presented on the tables, figures and charts for interpretation. It was clear from the study results that the company website enhances e-recruitment for the desired staff according to 71% while 29% did not agree to this and that use of e-recruitment ensure better applicant tracking during hiring process to employ the suitable person for the duties outlined according to 72% who agreed while the remaining 28% of the respondents did not agree. The study established that 64% of the respondents agreed that e-training provides reliable mentoring and couching necessary for acquisition of necessary skills while 36% did not agree to this. It was also found out that 42% agreed to e-training providing extra training to the employees than other platforms of training in the organization while 58% did not agree to this. the study conclusions were that company website enhances e-recruitment for the desired staff, also the conclusion noted that use of e-recruitment ensure better applicant tracking during hiring process to employ the suitable person for the duties outlined and that e-recruitment enhances hiring decisions by human resource management for effectiveness to a great extent. The study concluded that e-training provides reliable mentoring and couching necessary for acquisition of necessary skills and that that e-training does not necessarily provide extra training to the employees than other platforms of training in the organization. The conclusion also determined that determined that effective reference ensures e-communication being reliable than other forms of communication. The recommendations of the study were that organizations planning to recruit personnel should use the company website so as to get the desired staff for the work needed. Organizations should use erecruitment in the process to track and hire suitable individuals for work prescribed by the organization. Keywords: Human resource information systems, e-recruitment, e-training, human resource performanc

STRATEGIC MANAGEMENT PRACTICES AND SUSTAINABILITY OF SME’S AGRIBUSINESS IN KENYA: A SURVEY OF GITHUNGURI SUB COUNTY

The main objective of this study was to establish the effect of strategic management practices in sustainability of Agribusiness by small scale farmers in Githunguri Sub - County. Agriculture is a pillar and the economy’s backbone in most of the developing countries like Kenya, it helps to create job opportunities for the citizens and this assists in the growth of rural development. Despite the growing populations in developing countries, the agricultural sector continues to perform poorly and the majority of people engaged in agriculture remain in poverty. To achieve a sustainable agricultural sector, new strategies must be developed to holistically address the challenges preventing growth. The overall objective of this study was to establish the effect of strategic management in sustainability of Agribusiness by small-scale farmers in Kenya with a general focus on Githunguri Sub - County. Specifically, the study examined the effects of strategic human resource in performance of Agribusiness in Githunguri, established the effects of using technology strategies on Agribusiness performance, determined the effects of strategic supply chain management practices on Agribusiness performance and also established the effects of financial management on Agribusiness performance in Githunguri . The study adopted a conceptual framework underpinned by Modern Portfolio Theory, Agency Theory, and Resource- Based Value Theory. The study target population was 12,170 SME farmers in Githunguri Sub- County. Descriptive research design was used to investigate the variables, the study also used stratified random sampling and adopted Fisher’s scientific formula to determine the sample size of 96 farmers in Githunguri Sub- County. The Pilot study had 84 Questionnaires. Questionnaires used to collect data offered both qualitative and quantitative data which was key for the data analysis. Quantitative data was analyzed by SPSS version 24.0. Thereafter, inferential statistics such as correlation and regression were carried out to determine the existing relationship between the study variables. The correlation analysis helped to determine the magnitude and the nature of the relationship between the variables. The study recommended improvement of Human Resource strategies by building capacity of the farmers, use of technology modern farming methods, improvement of supply chain for maximum value addition and sound financial management planning and controls. Both the National Government and County Government need to legislate and come up with better agribusiness policies so as to ensure agribusiness sustainabilit

STRATEGIC LEADERSHIP PRACTICES AND PERFORMANCE OF BANKING SECTOR IN KENYA: A CASE STUDY OF EQUITY BANK LIMITED - HEAD OFFICE

The main objective of this study was to establish strategic leadership practices and performance of Banking Sector in Kenya, with reference to Equity Bank Limited. Specifically, the study sought to; examine the influence of corporate strategic direction on the performance of Equity Bank Limited, establish the influence of corporate resource allocation on performance of Equity Bank Limited, the impact of balanced organizational controls on performance of Equity Bank Limited, and establish the influence of ethical practices on performance of Equity Bank Limited. Like other financial institutions, Equity bank Limited is constantly affected by changes in the external environment that include government regulations, trading blocks, increasing cost of inputs, increased competition and improved customer awareness. This study will be beneficial to Equity Bank and other institutions as they will acquire information that will contribute towards enhancing service delivery in the banking sector. The study is anchored on the three theories; leadership trait, institutional and goal setting. The study used descriptive research design. The target populations were 175 employees at Equity Bank head office that were selected using random stratified sampling procedure. Structured questionnaires were used for data collection. Prior to the actual survey, the questionnaire were pre-tested using 12 respondents that were selected through random sampling. Data was analyzed using SPSS software. Descriptive statistics including mean, percentages, standard deviation and correlation analyses were used. The results are presented using tables. The study established that corporate strategic direction affects organization performance to a large extent and therefore it concludes that corporate strategic direction is significant determinant in the performance of organizations. It also established that corporate resource allocation influences the performance of Equity bank and the study concludes that corporate resource allocation affects organization performance to a great extent, which denotes a strong positive correlation between corporate resource allocation and organization performance. It was also established that balanced organizational controls affects organization performance to a great extent and the study concludes that balanced organizational controls is a significant determinant of organization performance and finally the it was established that ethical practices affects organization performance to a great extent and the conclusion is that ethical practices significantly to organization performance therefore, any positive change in ethical practices influences organization performance of Equity bank. There was recommendations for improvement which include: formulation of guidelines, governing structure and strategic plans for effective implementation of organization goals and objectives; investment in human capital. Board of directors and management of Equity Bank ought to understand that organizational controls facilitate making reactive and proactive corrective adjustments to strategies as they are implemented and to create and ensure a strong ethical ethos in the organization. Basing on the findings of this study, the conclusion and subsequent recommendation, there is need for a further study on strategic leadership practices and organizational performance in the telecommunication sector in Kenya whereby the study should seek to provide more insights on the current study findings and validate these findings

IMPACT OF ONLINE SHOPPING ON CONSUMER BUYING BEHAVIOUR: A CASE STUDY OF JUMIA KENYA

The growth and spread of internet with an extraordinary pace over the last few decades has resulted in emergence of online purchasing of products and services. This study focused on the impact of online shopping on consumer buying behaviour; a case study being Jumia. Ngugi (2014) states that online shopping has also been growing at a very fast pace in the developed world, but the trend has not quite picked up in the developing nations, including Kenya. This is a great niche for companies to invest in establishing their businesses online. However, many companies in Kenya are still reluctant and they question the benefits of online presence. The study proposed four objectives which were to assess how perceived benefits, perceived risks, product awareness and website design influence online buying behaviour of Jumia customers. Theoretical framework that guided the study were Technological Acceptance Model (TAM) and Theory of Planned Behaviour (TPB) which are relevant to this study and is operationalized through a conceptual framework. The research design that was applied in this research was descriptive research design. The target population for the study was customers of Jumia based in Nairobi. Purposive random sampling was used to take a sample of 94 customers of Jumia online store products who could be found within Nairobi CBD. Statistical Package for Social Sciences (SPSS) version 25 and Microsoft excel package was used for data analysis and findings were presented in tables. The overall aggregate mean score for the first objective was 2.136 and the standard deviation was 1.165. This on average affirmed that the respondents acknowledged that perceived benefits influence online shopping and consumer online buying behavior of Jumia customers. The overall aggregate mean score for the second objective was 2.0532 and the standard deviation was 1.14743. This on average affirmed that the respondents acknowledged that the level of perceived risks, influence online buying behavior. The overall aggregate mean score for the third objective was 2.085 and the standard deviation is 1.311. The overall aggregate mean score for the fourth objective was 2.085 and the standard deviation is 1.20351. Normality test was conducted to show the distribution of the dependent variable. The data was not normally distributed and therefore Kolmogorov test was used to normalize the dependent variable. Correlation analysis was done to test the relationship between the three independent variables that is; perceived benefits of online shopping, perceived risks of online shopping, product awareness and website design and the dependent variable online consumer buying behavior. The results showed that Perceived Risks of Online Shopping had a significant positive linear relationship with the customer buying behavior at 5% level of significance, r = 0.457; p= 0.003. Regression analysis was also conducted and the results indicated that the independent variables were found to explain 34.1% of the variation in the Customer buying behavior as indicated by a coefficient of determination (R2) value of 0.341.The study recommends that various risk-reducing strategies should be developed by online retailers in addition to putting mechanisms in place to guarantee the quality of their merchandise and create avenues of settling disputes. Another recommendation is that online vendors should not give less priority to website design since consumers rarely focus on visual design, site content, ordering and transaction procedure in making purchase decision via the internet