Study of The Aspects Used By Commercial Airlines In Facilitating Domestic Tourism In Kenya

This study sought to find out how commercial airlines are facilitating domestic tourism in Kenya. Domestic tourism involves locals visiting fun places, holiday destinations and entertaining centers for their own relaxation or fun activities within the national boundaries. The locals may decide to visit such places to get away from the usual pressure associated with work, monotony of daily living and time to bond with the family. Domestic tourism has seen a significant increase that has been caused by several external influences that have impacted on the consumers. Several organizations, both public and private sectors have encouraged domestic tourism by giving incentives to persons interested. In this paper data was collected from the print media. The aim of the study is to identify the means, in which commercial airlines use to reach the domestic tourist as well as ways that commercial airlines use to promote domestic tourism in Kenya. The study concluded that commercial airlines have largely employed print media to communicate to the consumers the following; reduction of fares, increased frequency of specific routes, and introduction of new routes. The advertisements are especially heavy during the period following long holidays, which shows that the airlines are appealing to the consumers who are working to take advantage of the period and travel to a different destination to unwind and also spend time with the family. Commercial airlines have greatly encouraged domestic tourism by offering reduced fares to popular destinations, and tour operators not wanting to be left behind offer discounted packages on air fare and accommodation during this season. Key words: Airlines, domestic tourism, print medi

Assessing the Effect of Technological Capabilities on Firm Performance: Case Study of Nzoia Sugar Company

The idea of technological capabilities plays a key role in the analysis of organizational processes because it offers a potential solution to the quest for sustained competitive advantage through the realization of organizations objectives. The importance of technological capabilities suggests that the long-term, continuous renewal of the firm rests on both the exploitation of existing capabilities for the furtherance of the institutions objectives. This is mainly achieved by the creation and development of specific organizational capabilities. This study therefore, sought to evaluate the effects of technological capabilities in Nzoia Sugar Company Limited. The study was based on the Resource Based View Theory. A case study and survey designs were employed in this research. The study targeted a total of 1,403 employees comprising of 790 lower level employees, 422 Supervisory level employees, 182 middle level management and nine top level management. Random stratified sampling technique was used to select 210 respondents. Data collection instruments comprised of questionnaires and interview schedules. Validity was determined by content validity and reliability using Cronbach alpha method which had Cronbach Alpha Coefficient of 0.783 which was greater than 0.7. Data was collected and analyzed using descriptive while inferential statistics at 95% confidence level. The results were presented in form of frequency tables and pie charts. It was concluded that an increase in customer service management capability constructs like repeat purchase, confidentially of customer information and different customer needs once enhanced could translate to higher firm performance; attributes of marketing capabilities like employee training on basic marketing skills, e-marketing and marketing intelligence information should be enhanced; internet penetration, automation of processes, use of e-marketing and procurement could lead to improved firm performance and setting targets for the company which are attainable, monitoring and evaluation of all activities would lead to improved firm performance. The findings of this study shall be useful to the policy makers, strategists and the researcher in making informed conclusions and recommendations. The findings shall give guidance to the managers of different departments in coming up with proper policies in management. The stakeholders in management will find the study useful in identifying challenges faced by Firms who do not invest and emphasize on organizational capabilities. Keywords: Technology, performance, firm, capability, competitive advantag

Influence of Management Capabilities on the Performance of Nzoia Sugar Company

The purpose of this study was to determine the influence of management capabilities on the performance of Nzoia Sugar Company Limited. The study was based on the Resource Based View Theory. A case study and survey designs were employed in this research. The study targeted a total of 1,403 employees comprising of 790 lower level employees, 422 Supervisory level employees, 182 middle level management and nine top level management. Random stratified sampling technique was used to select 210 respondents. Data collection instruments comprised of questionnaires and interview schedules. Validity was determined by content validity and reliability using Cronbach alpha method which had Cronbach Alpha Coefficient of 0.783 which was greater than 0.7. Data was collected and analyzed using descriptively. It was recommended that there was need for organization to develop customer care capability that would enable the staff to interact with customers and other stakeholder at all level; that organization should develop market capability that ensures maximum reach out to all possible customers; the firms needed to adopt management capabilities that can make them stand out in the customers’ eye and suit the prevailing environmental conditions at the given period of time and finally organizations need to set up sufficient budget that would enable them adopt most current technologies which would result to increase in performance. It was concluded that an increase in customer service management capability constructs like repeat purchase, confidentially of customer information and different customer needs once enhanced could translate to higher firm performance; attributes of marketing capabilities like employee training on basic marketing skills, e-marketing and marketing intelligence information should be enhanced; internet penetration, automation of processes, use of e-marketing and procurement could lead to improved firm performance and setting targets for the company which are attainable, monitoring and evaluation of all activities would lead to improved firm performance. The findings of this study shall be useful to the policy makers, strategists and the researcher in making informed conclusions and recommendations. The findings shall give guidance to the managers of different departments in coming up with proper policies in management. Keywords: Management, Capabilities, Firm, Performance, Competitive advantage, automatio

The effect of Network Quality on Customer Retention Among mobile phone users in public Universities of Western Kenya Region

Customers have become more sophisticated and they are enjoying more alternative options of brands, for any organization, either it’s a public sector; private sector or semi-public, there is a need to understand what kind of service or products it offers, and for whom. Despite tremendous growth, telecommunication industry has continued to record an increase in the number of unsatisfied subscribers. The purpose of this study was to investigate the effect of Network Quality on Customer Retention among mobile phone users in public Universities of Western Kenya Region. This study was guided by the social exchange theory which focused on the fundamental principle that humans in social situations choose behaviors that maximize their likelihood of meeting self-interests in those situations. In taking such a view of human social interactions, social exchange theory includes a number of key assumptions for example; social exchange theory operates on the assumption that individuals are generally rational and engage in calculations of costs and benefits in social exchanges.  Explanatory research was utilized in this study. The target population of this study was geographically located in Public Universities in Western Kenya Region. A sample size of 250 respondents was sampled from the population. Primary data was collected using a questionnaire. Data collected was analyzed by use of descriptive and inferential statistics; specifically regressions were used to test the hypotheses. There was need to use a multiple regression analysis so as to determine the effects of each of the variables on customer retention.  Statistical package for social sciences (SPSS) version 17 was used to ease the analysis. Analyzed data were presented in tables. The results reveal that Network quality had negative relationship with customer retention. The study recommends that service providers should identify critical network quality which can help in creating sustainable relationship. The service providers should involve users in designing the appropriate network quality. The study provides new theoretical insight into factors influencing customer retention. Further research should be simulated to other service industries. Future researchers may use other models such structural equations among others to test the hypotheses. Keywords: Network, quality, customer retention, mobile phone, User

The Effects of Customer Service on the Development of E-Commerce at Kenya Commercial Bank Eldoret Branch

Unprecedented growth of e-commerce is now pushing traditional business to transform into e-commerce to speed up business transaction, retain the loyalty of customers and reduce customers’ time and effort in shopping. However to harness the real impact and benefits of e-commerce the manager of any organization must institute practical measures and implement good customer service. The concept of customer service on electronic commerce is a relatively new challenging area to researchers and managers. Hence this research sought to examine customer service and its effects on the development of electronic commerce at Kenya Commercial Bank Eldoret Branch.  Descriptive research design was employed. The target population was 15,030 customers who were account holders of Kenya Commercial Bank Eldoret Branch. A sample of 374 was selected using systematic sampling. The research instrument used was a 5 point likert scale questionnaire. Data was analyzed statististically. From the study findings, customer service (r = 0.169) had a positive relationship with development of electronic commerce. Pearson correlation value (r) were significant at 0.01 level of significance. Customer service had an effect on the development of electronic commerce with (?1= 0.047, P value = 0.006<0.05) being positive related to the development of e-commerce. Thus the study concludes that customer service is important in ensuring an enabling environment for the development of electronic commerce. The study sought to collect information from the customer which was carried over a long period of time as it involved approaching the customers at the bank at different period of time and this resulted to repetition as some customers would be able to fill the questionnaire twice. Hence this was the limitation. The study recommended that there is need to carry out specific investigation into the various aspects building customer service standards. Key words: Electronic Commerce, Customer Service, Development, Commercial Bank,  Custome

Effects of Cost Reduction by Use of Mobile Phone Money Transfer System on the Profitability of Micro and Small Enterprises in Bungoma County.

There have been relatively few studies focusing directly on the way mobile payments are used to enhance the quality of the services of MSEs especially those in rural areas and therefore increasing their profitability. The main purpose of this study was to determine the effects of mobile phone-money transfer services (M-PESA) on the profitability of Micro and Small Enterprises in Bungoma South District. The target population was MSEs in Bungoma South District which consisted businesses such as retail shops, tailoring, chemists, hardware’s, carpentry, metal workers, hair salons, repair services and butcheries. Some of the major findings included that almost each business own or have used a mobile phone in their business at 98%, education level and duration of running the business has an effect on the profitability of that business. Most MSEs also felt that mobile money transfer services have helped to increase sales revenue as mobile phones are mostly used by businessmen to communicate with customers and suppliers and also has helped the business to grow and as a result increased the productivity and profitability of the business.  More effort should be made to educate the public especially the MSEs on business benefits of these new technologies.    Internet enabled mobile phones are already on the Kenyan market and most MSEs in rural areas do not use these service therefore training is required to enlighten rural people as the internet is important for the import or export of goods, and MSEs that would like to participate in global markets should be given a chance to make informed market choices by being enlightened on internet-based mobile phones. Key Words: cost reduction, mobile phone, money transfer system, profitability, Micro and Small Enterprise

The Effects Of Customer Prospecting Methods On Sales Force Performance

In recent years various insurance firms have set up shop in Eldoret town. This study therefore was aimed at studying the relationship between the insurance firms, their customers and sales teams. This research was carried out with an attempt to investigate effects to determine the effects of customer prospecting methods on sales force performance  within Eldoret Town. The study adopted explanatory research design in the research whereby questionnaires were used to collect data from a sample of 267 respondents who were working as sales persons for various insurance firms within Eldoret. Data was analyzed by use of descriptive statistics and inferential statistics especially multiple regression and pearson product correlation. The regression results showed that customer prospecting had a positive effect on Sales force Performance of the firms and was statistically significant (?=.506, p-value=0.000).This study recommends that insurance firms should at all times strive to put emphasis on customer prospecting methods by keeping good truck records of potential customers as it will make the work easy when it comes to locating customers, put in place guideline policy of attracting prospects and translating them to customers and getting a sales lead and qualifying it as sales. Also the study recommends that firms should develop a good relationship with the customers through referrals by existing clients as it has greater and lasting effect on sales force performance, firms should develop a well managed customer relations through incentives which leads to repeat purchasing and lay emphasis on customer value management and regular interaction with loyal customer and prospects as a strategy that will mend relations and reflect on the overall sales and finally maintain a cordial relationship with the clients so that they can receive feedback from the clients on its products and ways of doing business. In conclusion, the findings of the study suggest that insurance companies should at all times strive to practice customer relationship management activities’ that emerged from the study. Key words: Customer, prospecting,  sales force, performance, insurance,firm