The Service Quality - Customer Satisfaction Nexus: A Study of Employees and Students Perceptions in Kenyan Private Universities

The Higher Education Performance (HEdPERF) instrument was adapted to measure service quality (SQ) in private Kenyan higher education institutions (HEIs). Exploratory factor analysis was used to determine the scale’s validity, and path analysis examined the model linking the SQ and customer satisfaction (CS) constructs. It was ascertained that with respect to Kenyan private higher education, SQ is an antecedent of customer satisfaction (CS) in that it directly influences CS. Given that employees and students of selected private universities were surveyed, the results provide an opportunity for HE managers to develop strategic SQ delivery deliverables for their universities. HEdPERF was also found to be a valid measurement tool that could be used for measuring service delivery in the private higher education sector in Kenya

The Influence of Muslim Holidays on Stock Returns of the Kenyan Listed Firms’

This research aims to show the connection between Muslim holidays[1] and stock returns. The ‘event study methodology’ was employed and using a Kenyan sample of 20 listed firm-year data observations for the years 2013–2014 of the Nairobi Securities Exchange (NSE) 20-share index price movements, the authors analyze the effects of Muslim holidays[2] on stock returns. The results show that six out of the ten holidays studied had a positive effect on stock returns. The findings demonstrate that Muslim holidays affect stock returns of companies listed at the NSE. It can be inferred from the findings that the stock market is influenced by investor sentiments and dispositions. The study showed that, at some point, when investors ‘fail’ to be rational, this causes a stock market anomaly at the NSE. The study points out a conspicuous and important gap in knowledge and suggests recommendations for regulatory authorities in the light of the findings. Keywords: Efficient capital markets, investor rationality, Muslim holidays, market anomaly, stock market investment [1] These are religious practices whose aim, like all other fundamentals of Islam, is to imbibe piety and self-righteousness, and promote the spirit of sacrifice for a right cause. [2] In this study, the words holy day and holiday have been used interchangeably hence mean one and the same thing

Employment creation in Kenya: exploring the Jua Kali enterprises

In developing countries, non-agricultural micro-sized informal enterprises are known to create employment and income generation opportunities. However, due to the complexity and unregulated nature of the sector and, in particular, the Jua Kali, achieving efficient and effective sustainability remains a major challenge for the owners and policy makers alike. Since many unknown barriers continue to impact the effective and efficient development of the aforementioned enterprises, the aim of this study was to determine the barriers to effective job creation in a developing country’s informal micro enterprise industry using evidence from the Jua Kali sub-sector in Kenya. The data from a survey conducted among a random sample of 118 enterprises, which were listed in one Jua Kali Association Directory Nairobi, were analyzed using exploratory factor and regression analyses. Strong evidence supports the notion that some socio-demographic variables such as age, education and marital status have an impact on entrepreneurial activities in the Jua Kali sector. Training, advise and consultation for Jua Kali entrepreneurs need to be enhanced, as this will be necessary to advance their business prowess. The results contribute to studies in entrepreneurship and management by demonstrating that designing and implementing the systems, activities and programs for supporting employment creation through the informal sector can improve productivity at all levels of the economy and improve the living of these entrepreneurs

The relationship between e-CRM and customer loyalty: a Kenyan Commercial Bank case study

Since customer loyalty is key, especially in the highly competitive commercial banking environment, this article evaluated the effects of features of electronic customer relationship management (e-CRM) on customer loyalty. Using a cross-sectional survey design, data were collected from a convenience sample of customers of a major international Kenyan bank using self-administered questionnaires. The findings based on correlation and multiple regression analyses, revealed that pre-service, during (the) service and post transactional e-CRM features have a positive and significant relationship with loyalty, and that the pre-service and during service features significantly predict loyalty. Thus, enhancing e-CRM practices could be a strategic competitive tool to impact the banks’ relationship with their customers

Exploring the e-CRM – e-customer- e-loyalty nexus: a Kenyan commercial bank case study

This article scaffolds on customer relationship management (CRM) theory and explores the association between electronic CRM (e-CRM) and electronic customer’s (e-customer) electronic loyalty (e-loyalty) in the banking sector. By using a survey design, data was collected from a convenience sample of customers of a major Kenyan commercial bank, and analysed using structural equation and multiple regression modelling. The findings reveal that there is a positive relationship between e-CRM and e-customers’ loyalty. The e-CRM features at all three stages of an electronic transaction cycle namely, pre-service, during-service and after-service, significantly influence the e-customers’ loyalty in the banking sector. Thus, to capitalize on the range of benefits that emanate from the use of e-CRM, continued review and enhancement of marketing strategies is needed, so as to achieve e-customers’ loyalty particularly, at the post-service stage. Kenyan commercial bank managers should focus on customer satisfaction specifically at post-service stage, to increase their ecustomers’ loyalty