School of Business and Human Resource management

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Browsing School of Business and Human Resource management by Author "Biwott, Geoffrey Kiprono"

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    Do employees work life policies and empowerment strategies drive employee commitment? evidence from Kenyan referral hospital, synergy effect
    (2015-07-19) Goren, Paula; Kemboi, Ambrose; Biwott, Geoffrey Kiprono
    Employees with strong organizational commitment are emotionally attached to the organization and have a strong desire to contribute significantly towards organizational success. The importance of individual commitment to the bottom line of the organization is highly essential for improved performance, higher employee loyalty, increased satisfaction and customer satisfaction. The purpose of this study was to answer the question does employee work life policies and empowerment strategies drive employee commitment? The study employed a case study research design that was conducted at Moi Teaching and Referral Hospital. The target population was three thousand two hundred (3200) respondents targeted because it was the right respondents in the organisation. A sample size of 340 employees was extracted from the target population using stratified sampling for the departments and simple random sampling for the individual respondents. Data was analyzed using Statistical Package for Social Sciences (Software).The cronbach’s alpha reliability obtained was 0.623. Multiple regression analyses were used to test the hypotheses. Based on the observed correlation results, work life policies was the strongest predictor of employee commitment (β = 0.300, t=5.670, p< 0.01), followed by employee empowerment (β = 0.154, t=2.820, p<0.01), the findings indicated that there was a significant positive correlation between employee work life policies ,strategy and affective commitment (r=0.317, p<0.01); normative commitment (r=0.329, p<0.01); and continuance commitment (r=0.328, p<0.01) the study also established that there was a significant positive correlation between employee empowerment and affective commitment (r=0.186, p<0.01); normative commitment (r=0.194, p<0.01); and continuance commitment (r=0.188, p<0.01). The study recommends that MTRH lays down proper structures for enhancing employee commitment since as seen from the study employee work life and empowerment drives employee commitment.
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    Service quality as a catalyst for customer satisfaction of small and medium sized enterprises (sme’s) in Kitale municipality, Kenya
    (2015-08-19) Biwott, Geoffrey Kiprono; Kemboi, Ambrose; Tarus, Kiptanui Thomas
    ABSTRACT: Service quality and customer satisfaction is an important ingredient in addressing global challenges, such as customer satisfaction and service quality. Service quality influences customer satisfaction because with an excellent service provided to the customers, their needs and expectations are met and as a result it improves customer satisfaction and helps create a good image of the company and bring positive reactions to potential customers mind. Despite this attention, little empirical research has been performed about relationship-marketing practices among SMEs, especially those in developing countries. This study is intended to investigate the effects of service quality on customer satisfaction in Kitale town. Stratified sampling was used to divide the Central Business District in terms of streets. Systematic random sampling was used to select SMEs from each street to obtain a sample size of 146 SMEs where customers was interviewed from each SME making a total of 146 customers involved in this research work. Findings reveals that service quality highly affect customer satisfaction positively (β2=0.396, P<0.05). All the beta values were significant at 0.05 level of significance. Hence it is recommended that managers should focus on developing appropriate competencies in service quality since it has a positive impact on customer satisfaction.