School of Business and Human Resource management

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

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    The efficacy of retirement plans and flexible scheduling in improving the quality of service delivery among civil servants in Nandi south Kenya
    (Department of Management Science, School of Business and Economics, Moi University, 2013) Boit, Rose J S; Geoffrey, Biwott Kiprono; Kemboi, Ambrose
    Retirement plans and flexible scheduling guides most organizations and is part of most complaints of citizen’s due to poor service in government counties such complaints was reflected during the year 2002 Constitutional Referendum in Kenya which in part called for an overhaul of the civil service structure through various Civil Service Reform Programmes and major reshuffles. This paper highlighted therefore the effects of these variables in service delivery within Civil Service offices in Kenya: A case of Nandi south. Stratified random sampling techniques were used to select 350 employees of Nandi south. Data collected through the use of questionnaires was analyzed using both descriptive and regression statistics. Descriptive findings revealed that there was low level of retirement plan services to the employees of Nandi south. Nevertheless, high levels of Flexible Scheduling services among employees were observed an indicator that retirement plans in the Workplace had significant effect on Service Delivery. Keywords: Services Delivery, Workplace, Retirement Plans and Flexible Scheduling
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    Managerial Competencies as an Antecedent to Customer Satisfaction in small and medium sized Entreprise (SMES) in Eldoret Municipality
    (2014-06) Geoffrey, Biwott Kiprono; Kemboi, Ambrose
    Customer satisfaction has received much attention in the last two decades from both practitioners and researchers as one of the strategies firms can employ to remain competitive. Despite this attention, little empirical research has been performed about relationship-marketing practices among SMEs, especially those in developing countries. This study intended to investigate the effects of managerial competencies on customer satisfaction in Eldoret 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 customer was interviewed from each SME making a total of 146 customers involved in this research work. From the study findings managerial competencies (product customization, and interpersonal communication) predicts 19.6 percent variation of customer satisfaction (adjusted R square = 0.196), while R squared was 0.208. More findings indicated that Increase in product customization would improve customer satisfaction with 0.179 units (β1=0.179, P<0.05). Further the results indicated that improving interpersonal communication in SMEs would positively improve customer satisfaction (β3=0.127, 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 product customization and interpersonal communication in that they have positive impact on customer satisfaction. Key words: Corresponding Author Biwott Kiprono Geoffrey