MULTICULTURALISM AND ETHNIC DIVERSITY IN THE FACE OF HOMOGENOUS NATIONALISM IN FINLAND

Finland as a country has not been on the receiving end of migration for a long time. However, in the last two decades, there has been an increase in the number of people immigrating to Finland than those emigrating. With the increasing cultural and ethnic diversity, the country’s migration policies have attempted to accommodate immigrants even in the face of homogenous nationalism. This study examines the limits of multiculturalism and ethnic diversity and how it affects the social integration of immigrants into Finnish society. Based on the current population dynamics of Finland, there is tension between increasing multiculturalism and a native approach that informs the homogenous representation of the Finnish identity. There are clearly limits to which immigrants can express their cultural identity and conditions to which a middle ground for social integration between immigrants and Finnish citizens can be reached. With the aid of semi-structured interviews, this study seeks to obtain an empirical evaluation of the experiences of immigrants in the process of settling and socially integrating into Finnish society.  Article visualizations

INFLUENCE OF PERCEIVED VALUE ON CUSTOMER RETENTION AMONG MOBILE PHONE USERS IN THE PUBLIC UNIVERSITIES IN WESTERN REGION OF KENYA

Organizations have embraced the concept customer relationship management practices since it focuses on managing relationship between its current and prospective customer base hence helping in building long lasting relationships which consequently give the organization the joy of retained customers. The specific objective of this study is to determine the effect of perceived value on customer retention. The 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. Descriptive and explanatory research designs were utilized in this study and the following networks were sampled; Safaricom, Airtel, Orange and, yuMobile A questionnaire was used to collect data from sample size of 222 respondents who were sampled from the staff of public universities in the Western region which included Moi, Masinde Muliro, Maseno, Jaramogi Oginga Odinga, University of Eldoret and Kisii University. Data collected was analyzed by use of descriptive and inferential statistics. Multiple regressions were used to establish the effect perceived value and customer Retention. The results revealed that Perceived value had significant effect on Customer retention. The study recommends that service providers should put more emphasis on Customer perceived value they influence customer retention. The study provides new theoretical insight into factors influencing customer retention. JEL: L20; L22; L63 Article visualizations

Influence of Relational Experience on Customer Satisfaction Among Mobile Phone Users in Selected Public Universities in Kenya

The study focused on the influence of relational experience on customer satisfaction.The 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.  Descriptive and explanatory research designs were utilized in this study and the following networks were sampled; Safaricom, Airtel,Orange  and , yuMobile A questionnaire was used to collect data from sample size of 250 respondents who were sampled from the staff of public universities in the Western region which included Moi, Masinde Muliro, Maseno, Jaramogi Oginga Odinga, University of Eldoret and Kisii University. Data collected was analyzed by use of descriptive and inferential statistics.Multiple regressions were used to establish the effect between customer relationship management practices, customer satisfaction and customer Retention. The results revealed that Customer relational experience had significant effect on Customer retention. Further,Customer relational experience had significant effect on Customer satisfaction.  Also it was established that, Customer satisfaction was significant in predicting customer retention. The study recommends that service providers should put more emphasis on Customer Relationship Management Practices since they influence customer satisfaction and hence customer retention. Keywords: Relational Experience, customer, customer satisfaction, retention DOI: 10.7176/EJBM/13-20-11 Publication date:October 31st 2021

INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS ON SERVICE QUALITY OF COMMERCIAL BANKS IN KAKAMEGA CENTRAL SUB-COUNTY, KENYA

Achieving competitive advantage and improving organizational quality service have become the key goal that business firms are struggling to attain. This study therefore sought to investigate the effects of customer relationship management systems on quality service of Commercial Banks in Kakamega Central Sub-County, Kenya. The study was anchored on the Dynamic Capabilities Theory. The study adopted descriptive survey design. The study population comprised of all the licensed commercial banks in Kakamega Central Sub-County, from which a representative sample of 10 commercial banks was drawn. Three (3) senior officers (branch manager, operations manager and customer relations manager) were further drawn from each of the sampled 10 commercial banks to make a total of 30 officers. The main study instrument was a questionnaire which comprised of Likert-type scale questions on the main variables of the study. The data was analyzed using both descriptive and inferential statistics. Hypothesis testing was done by use of regression and correlation analysis. Validity was checked during piloting to ensure all the items in the main study were functioning. Moreover, to ensure validity of instruments, content validity was established pilot testing process was used to test reliability comparing with Cronbach’s Coefficient of which yielded an alpha of 0.799. The findings revealed that technological innovation, customer relationship management system and organizational structure had statistically significant influence on quality service of commercial banks in Kakamega Central Sub-County Kenya and tests for significance also showed that the influence was statistically significant. Findings revealed that 35.7 percent (R2=0.357) of the variance in quality service may be explained by customer relationship management system accounted for 81.3 percent (R2=0.813) and organizations structure at 37.1 percent (R2=0.371). The regression results indicated that technological innovations, customer relationship management system and organizational structure had positive and significant relationships with the quality service of commercial banks in Kakamega Central Sub-County, Kenya. The study recommended that: the management of commercial banks should invest more in technological innovations to ensure all the banking operations are informational technologically compliant; commercial banks should invest in training employees especially the front officers on customer relationship management since it positively affects quality service and there was need of flexible organizational structures that facilitate decision making and improvement of communication through the reduction of boundaries. The managers of commercial banks will use the study findings as a basis of formulation of policies on strategy changes that can enhance their quality service. The academicians and researchers will find the study useful in that it contributes to academic literature and theory by providing empirical evidence for use by educators, scholars and researchers in the survey of strategic management. JEL: G2, M12, L84  Article visualizations

LITERATURE REVIEW OF MIGRATION, RELIGION AND INTEGRATION AMONG IMMIGRANTS IN THE 21ST CENTURY

This study provides an analysis of migration, religion and integration literature in a twofold approach: first, the development in volume and the internationalization of the field are analysed. Second, development is analysed in terms of topical focus within migration studies over the recent decades of the 21st century. To capture volume, internationalisation, and topic focus, my analysis involves topic modelling of the landscape of migration studies. Given that there exist different research motives surrounding the subject of migration, previous literature indicates a linear growth path towards an increasingly diversified and fragmented field. Although previous literature indicates an increase in migration studies the problems of migration, in reality, are yet far from being solved. Moreover, the analysis reveals that there is a shift between various topics within the migration field as opposed to a growth of diversification of topics. This means that there is less linkage between studies tackling a specific topic as studies have taken independent directions. Lastly, this literature review study reveals that fragmentation in migration studies has no consistent trend and in contrast, there is a recent connectedness between related topics of migration.  Article visualizations

THE IMMIGRANT INTEGRATION: EXPLORING CHALLENGES OF RELIGIOUS MINORITIES IN EUROPE AND THEIR IDENTITIES IN THEIR HOME COUNTRIES

Religious facilitation in immigrant integration will require that both immigrants and natives be in a neutral position whereby they will both accept adjustments to their normal religious routines. This prospect seems a solace to immigrants more than natives since with immigrants the change of their routines is something they can quickly harmonize with by the fact that they are away from their homeland. In this study, I explore the challenges faced by religious minorities in Europe and the impact of these challenges on their identities in their home countries. The study will examine the experiences of religious minority groups in European society and how their treatment by society and government affects their sense of self and connection to their home country. Additionally, this study will investigate the role of religion in shaping the identities of minority individuals and communities. The findings of this study will provide insight into the complex relationship between religion, identity, and belonging for minority groups in Europe and contribute to the larger conversation on diversity and inclusion in the region.  Article visualizations

A STUDY OF THE ROLE OF RELIGION IN THE IMMIGRATION PROCESS IN A LIGHT OF SOCIAL INTEGRATION THEORIES AMONG EAST AFRICAN IMMIGRANTS IN FINLAND

This study utilizes empirical data to focus on the role of religion in the migration process in light of two theories developed thus so far in the field of immigrant integration. This is achieved based on my own data collected in form of interviews in relation to east African immigrants living in Finland. I investigate whether the currently existing conceptual toolbox is sufficient enough to base an analysis of immigrant integration and how religion influences the process of immigration. Effects of religion are analysed based on individual east African and communal expressions of religious faith. I begin by exploring the concepts of migration and immigrant integration. I then proceed to evaluate the social exchange theory and the social bond theory while focusing on the experiences of east African immigrants in Finland that are captured via interviewing. I argue that despite the theoretical framework for analysing migration phenomena there is still a need for a deeper analysis of the key effects of religion on immigration processes. Additionally, east African immigrants in Finland often face difficulties in religious assimilation in the host society due to mainly language barriers and differences in religious practices. There is an equal need for more elaborate research on religious concepts since most of the currently existing theories are an amalgam of social factors appertaining to immigration processes. A separate focus on religion becomes a necessity since religion has become a juggernaut in migration phenomena.  Article visualizations

African gateways : measuring airline connectivity change for Africa's global urban networks in the 2003-2009 period

This paper studies the globalization of major African cities through their changing insertion in global airline networks. As such, the paper adds to a growing body of literature that analyzes the role of infrastructure in the formation of world-city networks. We draw on a rich data source that provides longitudinal airline booking data, which can be directly linked up to the evolution of inter-urban networks at the African and global scale. Our results indicate that Johannesburg remains the major gateway to Africa, but other regional centers and in particular Cairo, Lagos, Casablanca and Nairobi are rapidly complementing Johannesburg in this role. The globalization of African cities is related to rapid network growth on the African continent, but is outrun by fast growth in terms of non-African connections. Among the latter, connections to Asia and the Middle East are rapidly gaining importance. In the end, the paper argues that SouthSouth connections are crucial for an understanding of the contemporary globalization of African cities

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