233 Records out of 22207 Records

Customer service skills for corporate communication : a case study of KenCall EPZ Ltd

Author: Kipchirchir, Kili Sydney

Awarding University: Daystar University, Kenya

Level : MSc

Year: 2011

Holding Libraries: Daystar University Library ;

Subject Terms: KenCall EPZ Ltd/Communication/Communications networks/Stress/Human resource management/Customer relations/Customer services/ ;

Abstract:

Customer service is a key component in the success of any organization. However, gaps abound in the execution of this important service such that the organization?s progress is frustrated. A review of relevant current research and literature underlines the respectability of this important segment of communication. The purpose of this study was to investigate the skills of customer service agents in corporate communication with particular emphasis on KenCall with the aim of making relevant recommendations that could enhance the role played by customer service in ensuring that the corporate remains profitable and competitive in the market.The key findings of the study established that majority of the CSA?s possess the requisite skills in customer service. However, the findings revealed that skills such as (1) competitors? products (2) stress management and (3) communication skills received less attention and were lacking among the agents. Lack of the above skills by the CSA?s could negatively affect the level of customer service delivery thereby negatively affecting corporate communication at KenCall.From the data interpretation the following recommendations were made: that since the customer service job involves frequent stressful encounters by CSAs, there is need for frequent training on stress management, that there is need to constantly equip the CSAs with skills in competitor?s products and services, and that CSAs receive training in communication skills such as message repletion, two-sided presentation of messages, order of message presentation and skills of communicating to different audiences.

Assessment of impact of motivation on job satisfaction and performance : a case of the Kenya National Examination Council

Author: Kiilu, Bernard M.

Awarding University: Daystar University, Kenya

Level : MSc

Year: 2011

Holding Libraries: Daystar University Library ;

Subject Terms: Kenya National Examination Council/Motivation/Job satisfaction/Human resource management/ ;

Abstract:

Motivation plays an important role in determining whether an organization succeeds or not. It is a set of attitudes and values that influence a person or an employee to act in a specific goal directed manner and how to blend a rich, strong and effective mix of motivators is a major dilemma facing many organizations. The core of motivation is human needs/wants and their satisfaction. This is manifested in the fact that employees have different needs and different priorities and thus managers must be able to apply different motivational tools to satisfy the different employee needs and wants. The inner drives within an individual are needs to be activated to give rise to appropriate behavior, where such behavior could lead to the fulfillment of a need such as job satisfaction. This study sought to assess the impact of motivation on job satisfaction and performance focusing on Kenya National Examination (KNEC). KNEC is a state corporation in the education sector charged with a national mandate to develop, moderate, print, distribute, administer, mark, process examinations and award certificates to successful candidates. The objectives of this study were to investigate the reasons for varied motivation among KNEC employees, to identify ways in which the management of KNEC couldimprove the motivation and job satisfaction of its employee, and to explore the different systems used at KNEC to increase the overall performance of its staff. This study used descriptive research design to obtain conclusive information about this phenomenon. KNEC?s staff complement of 420 employees was the target population. A sample of 50 (12%) was used for the study and a questionnaire was the preferred instrument for data collection. Before the real research, the questionnaire was pre-tested to gauge its validity and reliability. Data analysis which is the process of cleaning, transforming and interpreting data to highlight useful information, suggestions and conclusions was done using the Statistical Package for Social Scientists. The data analysis illustrated the relationship between the independent and dependent variables. The findings revealed that different employees were motivated each in a unique way and thus translating this motivation into job satisfaction. Thus employees of KNEC performed better than others because of the different motivation levels and consequently their performance levels were likely to be of superior standards. Involvement of employees in decision making helps in improving motivation levels, job satisfaction and performance. The study findings also revealed that motivation programs put in place at KNEC helped in improving employee performance.

Factors determining career choice among Daystar University undergraduate students

Author: Khamadi, Jemima

Awarding University: Daystar University, Kenya

Level : MSc

Year: 2011

Holding Libraries: Daystar University Library ;

Subject Terms: Daystar University, Nairobi, Kenya/University students/Academic guidance counseling/Careers/Occupational choice/ ;

Abstract:

There are several factors that affect the career choices of undergraduate students. It is important to identify these factors given their influence on students in their career selection process. Such factors, if identified, will allow students to examine processes they use for career selection, thus assisting in the reduction of wrong choices, and helping them start building their career path at an early age. When admitted to the university, most students are overwhelmed and ill-prepared on which course/career path to take. The objectives the researcher sought to achieve were to establish the factors that students at Daystar University considered in making their career choices, to determine Daystar University students? satisfaction with their career choices, to find out the challenges facing Daystar University students in making career choices, and to determine whether Daystar University students? individual personalities matched their career choices. The study was conducted at Daystar University?s Athi River and Nairobi Campuses. Data was collected from undergraduate students of Daystar University using a questionnaire, in-depth interviews and focus group discussions. The sampling method used was non probability (Purposive Sampling) and probability (Stratified Sampling). Daystar University students? population stood at about 4,000 as of the time of this study. The study focused on undergraduate students aged between 19 and 23 years. About 188 students were sampled. Majority of the students at Daystar chose their career path and were happy with their choices. They also carried out research on their own in regard to their career choice. They were in agreement that their career choice matched their personality. Daystar University students were not majorly influenced by their parents, peers, teachers, the university, the Kenyan job market and counsellors in their career choice. However, other family members, individual personality and potential salary influenced them in their career choice.

The perception and extent of using information communication technology in micro small and medium-sized enterprises in Hurlingham, Nairobi

Author: Kisinga, Timothy Kitheka

Awarding University: Daystar University, Kenya

Level : MSc

Year: 2011

Holding Libraries: Daystar University Library ;

Subject Terms: Information and Communication Technology/Micro and small enteprises/Small business/Hurlingham, Nairobi, Kenya/Kilimani ward, Nairobi, Kenya/ ;

Abstract:

In today?s dynamic business environment, it is necessary for businesses to keep abreast of the changes that affect them both positively and negatively in order for them to prosper and survive. Information Communication Technology (ICT) has experienced continuous rapid development and advancements that are designed to improve a wide range of life spheres. The integration and use of ICT within businesses varies due to various perceptions and needs; as a result, the purpose of this study was to establish the perception and extent of usingICT on Micro Small and Medium Sized Enterprises (MSMEs) in Hurlingham, Nairobi. The problem necessitating the research was established and objectives developed which clearly showed the technologies available to MSMEs, the importance of ICT especially to MSMEs and captured user?s perceptions towards the use of ICT. The research methodology used and methods of data collection presented a systematic approach to searching to obtain results relevant to the problem at hand. A descriptive research design method was applied to describe the situation and bring about an understanding of the same. The main area of study focused on MSMEs within Nairobi, and particularly sampled businesses within Hurlingham area of Kilimani Ward, an area comprising a diverse range of business types. The research made use of questionnaires as the main instrument of data collection and used quantitative methods of analysis to arrive at the findings.The findings indicated the widespread use of ICT by MSMEs within their operations, and illustrated a high rate of business-to-customer interaction through ICT. Business owners and employees showed a high rate of motivation for and towards the use of ICT. The results essentially showed the reality on the ground and the resulting information would aid the small enterprise community to know the importance of ICT to their business functions and operations and enable relevant stakeholders appreciate the recommendations to boost MSME businesses.

Customer service strategies at Kenya Commercial Bank (Tanzania subsidiary) and their impact on growth

Author: Koskei, Nancy C

Awarding University: Daystar University, Kenya

Level : MSc

Year: 2011

Holding Libraries: Daystar University Library ;

Subject Terms: Kenya Commercial Bank (Tanzania subsidiary)/Customer services/Human resource management/ ;

Abstract:

Kenya Commercial Bank (Tanzania), preferably referred to as KCB(T), is a subsidiary KCB which started in 1997 and was the first venture out of the country, KCB then was aiming at tapping the corporate clients in the region. However, in 2007/2008 the organization realized that it was losing out on the retail banking and the subsidiary was facing stiff competition. Hence, the study sought to establish how the subsidiary could engage the right strategies aiming at delivery of valuable service to customers and assure sustainability of its competitive advantage. In addition,the research endeavored to identify the impact of customer service strategies on the overall growth of KCB Tanzania subsidiary. The research focused on gauging how customer service was impacting on the growth, by putting in force anticipatory measures and plans to meet the ever-rising demands of the 21st Century customer who was more enlightened, assertive and exposed to diverse alternatives at their disposal and in turn expect value for their money.Another key objective was to establish and evaluate whether the organizational culture, service delivery and customer expectations were aligned and consistent throughout the organization?s subsidiary networks. The study was a descriptive analysis based on a target population of 389 employees drawn out of the 600 total population of the entire subsidiary, composed of different categories drawn from 7 branches composed of management, customer service team, supervisors and clerical. A population sample size of 97 respondents was selected using stratified random sampling. Both questionnaires and interviews were used for data collection. Presentation of datawas done in form of tables, diagrams, pie charts, bar graphsand analysis was done on comparative basis and processing of data was analyzed using SPSS. The main findings of the study focused on training (reassessing and realigned) to create the requisite impact on employees and the customers, the need to address high turnover by supporting employees with teamwork and empowerment, addressing customer survey findings, adequate branding to increase visibility and the need for more research and development to be enhanced targeting untapped markets and continuously working on innovations and analyzing whether organizational culture was in line with overall goals and objectives

Effects of banning of corporal punishment on discipline among pupils in public primary schools in Starehe Division- Nairobi

Author: Ogetange, Teresa Binsari

Awarding University: Daystar University, Kenya

Level : MSc

Year: 2011

Holding Libraries: Daystar University Library ;

Subject Terms: Corporal punishment ; Primary schools ; Starehe Division ; Children and youth ; Child Discipline ; School discipline ; Students ;

Abstract:

Discipline in schools has been a major problem all over the world and it is a matter of concern of all the stakeholders.Since the ban of corporal punishmentin Kenya in year 2001, indiscipline which was a rare phenomenon in the past has become more noticeable in most primary schools and even in post primary institutions.Therefore there was need to find out the effects the banning of corporal punishment had had on the discipline of children in primary schoolsin Kenya.This study adopted a descriptive survey research design which was conducted among pupils, teachers and head teachers in 10 primary schools in Starehe Division in Nairobi Province. The researcher used a questionnaire and an interview guide to collect the data. Data collected was analysed both qualitatively and quantitatively. The data was presented in frequency tables, bar graphs and pie charts. The study established that the ban of corporal punishment had contributed to a decline in discipline in schools. It was noted that discipline in schools had deteriorated in the following ways: observance of school rules and regulations had fragmented; upsurge of poor teacher-pupil relations; rampant disrespect for teachers, poor results due to laziness and a decline in work ethics. Confounded by the decline in discipline in schools, teachers continued to use corporal punishment. Canning was identified as the most prevalent forms of corporal punishment and most of the respondents recommended its re-introduction back to schools.Some of the recommendations made were: School administrators should seek for more parent participation in issues affecting pupil?s discipline; the government through the Ministry of Educationshould train and retrain head teachers and teachers on alternative forms of punishment to deal with emerging discipline problems other than the use of corporal punishment; and the government to reconsider the re-introduction of the cane back to schools, among others. Finally, further studies that could be conducted were given, namely the impact of corporal punishment on the socialization of the child at school, constraints affecting the involvement of parents on issues affecting pupil discipline at school, and the impact of the ban of corporal punishment on the academic achievement of pupils.

Meeting the psycho-social developmental needs of children in penal institutions in Nairobi County, Kenya

Author: Ogweno, Judity Oriya

Awarding University: Daystar University, Kenya

Level : MSc

Year: 2011

Holding Libraries: Daystar University Library ;

Subject Terms: Children and youth ; Teenagers ; Juvenile delinquency ; Parents and parenting ; Prisons ;

Abstract:

There has been an increase in the number of children in conflict with the law who are being confined in penal institutions in Kenya. Yet these institutions seem to be faced with many challenges that could affect these children?s? psychosocial development. This study design is descriptive. The study population consisted of 386 children, 53 caregivers, four managers and four deputy managers. The sample from which the data were collected consisted of 56 children, 21 caregivers, one manager and three deputy managers. The sampling techniques were as follows; stratification and random sampling for the children, random sampling for the care givers and purposive sampling for the administrators. Data from the managers were collected using interview method while data from the children and the care givers were collected using questionnaires. Descriptive statistics were generated before analysis and interpretation. Information was then presented in form of frequency distribution, charts, tables and notes. The summary of the findings are: First, some of the major psychosocial factors in the children?s backgrounds that predisposed them to delinquency included parenting, lack of schooling, and the presence of alcohol and drugs in their family environments. Second, some practices in the institutions which contributed to the meeting of the children?s psychosocial needs included: orientation of children during admission, formal schooling, involvement in co-curricular activities, and visiting by relatives. Finally, the institutions faced challenges in: provision of basic needs, programming needs, lack of recreational facilities and training of the staff. The major recommendations were the need to empower parents economically and socially, the need for the government to supervise the institutions and monitor the practices therein. Then, the institutions need government support in terms of funding, training of caregivers, facilities and resource provision. The findings of the study may contribute to knowledge on various issues on children?s psychosocial developmental needs.

An evaluation of doctor-patient communication : a case of study of Meridian Medical Clinic at the Nation Centre in Nairobi

Author: Ochuodho, Jedida

Awarding University: Daystar University, Kenya

Level : MsC

Year: 2011

Holding Libraries: Daystar University Library ;

Subject Terms: Communication ; Patients ; Physicians ; Physician patient relationships ; Meridian Medical Clinic, Nairobi, Kenya ;

Abstract:

In Kenya, cases of patients accusing medical practitioners of negligence resulting in damage to health or even death are on the rise. These complaints are not necessarily due to professional incompetence but some result from improper diagnosis or incorrect adherence to prescribed treatment due to ineffective communication. This study comprised three research objectives, namely, to evaluate factors that affected doctor-patient communication, to determine barriers to effective doctor-patient communication, and to establish ways of improving doctor-patient communication. Uncertainty Reduction Theory (1975) and Social Penetration Theory (1973) were the theoretical basis of this research to evaluate doctor-patient communication.The research used both qualitative and quantitative approaches to collect data that was analyzed to get findings. Questionnaires were administered to 200 patients. Subsequently, in-depth interviews were conducted with four doctors and six patients. Secondary sources were also used to strengthen the research. A content analysis of the transcribed interviews was performed while the responses from the questionnaires were analyzed using SPSS 17. Findings revealed that 89% of the patients were satisfied with the way the doctors communicated with them. The major elements of communication the respondents highlighted were effective listening, trust, doctors? communication style and self-disclosure. A lot of factors such as use of jargon, differences in age, gender and culture and length of interaction also hindered effective communication. It was observed that doctor patient communication can be improved by training doctors in communication

Emotional disorders following the 1998 American Embassy bomb blast : a case study of the Teachers Service Commission (TSC) secretariat

Author: Otieno, Rose A

Awarding University: Daystar University, Kenya

Level : MSc

Year: 2011

Holding Libraries: Daystar University Library ;

Subject Terms: American Embassy, Nairobi, Kenya ; Stress ; Post traumatic stress disorder ; Teacher Service Commission (Kenya) ; Bombings ;

Abstract:

Stressful traumatic events can sometimes be overwhelming, shattering a person emotionally and leaving the survivor feeling totally helpless (Musisi, 2010). Traumatic events, depending on their severity, type of disaster, degree of terror and horror, duration of impact, grief over loss and the constitution of individual, can bring prolonged disabling psychological symptoms found in stress, depression, posttraumatic stress disorder and suicidality. Man-made disasters have profound psychological effect on the survivors. The 1998 bomb blast of the American Embassy in Nairobi was a traumatic event hence had psychological impact on the survivors. The purpose of the study was to establish the emotional disorders of stress, depression, PTSD and suicidality presenting among the survivors of the American Embassy bomb blast in Nairobi. The objectives were to identify the emotional disorders of stress, depression, PTSD and suicidality among the 1998 American Embassy bomb blast survivors at the TSC secretariat, determine `their severity, establish the perception held by the survivors and recommend psychological interventions that can be put in place to curb the effects of traumatic experiences by the survivors. The study used the descriptive design to survey and described the psychological conditions of the survivors at the TSC Secretariat. A total of 152 out of the existing population of 500 survivors at the TSC were sampled for the study using the Cochran?s sample formula and the study used mainly in-depth interview and standardized self-report questionnaires (quantitative) to collect data. The study established that 75% of the survivors reported high levels of stress, 91.7% reported experiencing posttraumatic stress disorder and 48.1% reported depression while few survivors (4.8%) reported suicidality. Several recommendations were made to the TSC, the government, families of the survivors and mental health professionals.

The impact of leadership styles on performance of selected organisations in Nairobi-Kenya

Author: Nkoroi, Morris Mutwiri

Awarding University: Daystar University, Kenya

Level : MSc

Year: 2011

Holding Libraries: Daystar University Library ;

Subject Terms: Leadership ; Performance evaluation ; Safaricom ; Airtel Kenya ; National Bank of Kenya ; Equity Bank, Kenya, Limited ; Employees ;

Abstract:

The purpose of this survey research was to explore the impact that leadership had on performance of selected organization in Nairobi. Similar firms in the same kind of environment with exactly similar resources and capability were likely to perform differently; some of these organizations would report better performance than the other organization that would report dismal performance in terms of productivity. The questions that arise are what make the organization performance differently? Is it the organization top leadership? Or is it the leadership style that is exhibited by the leaders of these different organizations.Over the past years, research on organization leadership has attracted a significant interest among researchers. However, these research studies have not adequately documented if leadership has a direct impact on organization performance. Hence, this study was intended to fill the existing gaps using relation and task oriented leadership styles to assess leadership role in organization performance in reference to the four selected organization in Nairobi Kenya. The research study tested relation and task leadership models which could possibly be suited in organization performance using Safaricom, Airtel, NBK and Equity Bank as a reference point. The study adopted a descriptive design approach. The focus was a population size of 203 employees of the selected organizations. The study concluded that the leaders of these organizations exercised a mixture of both relation and task-oriented leadership. Although, there was no conclusive evidence to show the leadership style that could solely be used in the organization to maximize performance, overall, the study found that leadership had a strong positive relationship with performance. Thus, it recommends that organizations leaders should develop supporting actions towards their junior employees that encompasses giving their teams freedom and choice in making decisions that affect them, supporting their decisions and appreciation.