Browsing by Author "Otiso, Kennedy Ntabo"

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Effect of corporate social responsibility on performance of commercial banks in Busia county, Kenya
(2017-09) Kimtai Kibera, Fredrick Kimtai; Otiso, Kennedy Ntabo; Wanyama, Kadian W.
The purpose of this study was to investigate the effects of corporate social responsibility on the performance of commercial banks in Busia County, Kenya. The specific objective was to determine the effect of economic aspects of CSR on the performance of commercial banks, Busia County. The study was anchored on the Edward Freeman’s Stakeholder Theory. The study employed a descriptive survey and correlational research designs. The target population was 40 employees comprising of Managers, Operational Managers, Financial Managers, marketing managers and Human Resource Managers. Census sampling technique was use to select the entire target population of 40 respondents. The questionnaires and the interview schedules were used to collect primary data. Validity was determined by use of content validity while reliability by use Cronbach alpha. Descriptive statistics and inferential statistics were used to analyse the data collected by use SPSS version 20. The results revealed that economic CSR aspects had significant positive effect of the performance of commercial banks in Busia (Economic=0.875**, P<0.01) and it accounted for 76.5% variance in performance. The study recommended that bank management should priorities CSR activities in their institutions and ensure enough resources and personnel are set aside to support the CSR activities.
The Effects of Customer Service on the Development of E-Commerce at Kenya Commercial Bank Eldoret Branch
(European Journal of Business and Management, 2012-01) Kiplel, Maureen Chepkesis; Otiso, Kennedy Ntabo
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 (β1= 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.
The Role Of Top Management Quality In Strengthening Internal Marketing And Enhancing Employee Performance In Sugar Manufacturing Firms In Western Kenya
(International Journal of Research in Commerce and Management Studies, 2025-12-11) Otiso, Kennedy Ntabo; Chebet, Sylivia Sirai
Good productive employees are essential for every organization because it creates great working environment and increases overall productivity which leads to large profitability, favourable economic growth and better social progress. Low staff productivity prevents profitability and results to poor customer satisfaction which may result to loss of business for an organization. The main purpose of this study was to investigate the relationship between extrinsic motivation and employee performance in the operating sugar manufacturing firms in Western Kenya. Specific objectives of the study were; to determine the relationship between monetary pay and employee performance, to examine the relationship between working conditions and employee performance, to assess the relationship between top management function and employee performance, and to establish the relationship between job security and employee performance in the operating sugar manufacturing firms in Western Kenya. The study was guided by Maslow’s Hierarchy of Needs and Herzberg’s Motivator Hygiene theories. The study utilized the descriptive research design with a quantitative approach as well as the correlational research design. The target population was 3818 permanent employees of the operating sugar manufacturing firms in Western Kenya. Yamane’s formula was used to obtain a sample size of 362. Proportionate stratified random sampling technique was used to obtain a sample from each of the sugar firms. Primary data was collected by use of a structured questionnaire. Expert judgment was used to establish the validity of the instrument while Bartlett’s tests were used to measure the study constructs. Reliability of the instrument was established by Cronbach Alpha Coefficient at 0.7 threshold level. Inferential statistics of Pearson correlation Moment and Linear Regression which assessed the relationship and the cause and effect between the independent and the dependent variables respectively were utilized in analysis of data. Data was presented using values, tables, and narration. The study findings revealed that: there’s a correlation between extrinsic motivation and employee performance and that monetary pay, working conditions, top management, and job security each significantly contributed to employee performance  = 0.365, p = 0.000,  = 0.546, p = 0.000;  = 0.404, p = 0.000;  = 0.749, p-value = 0.000 respectively. The study concluded that monetary pay, working conditions, top management and job security have a significant positive relationship with employee performance. The study recommends: HR practitioners should adopt extrinsic motivation for improving employee performance since the findings reveal that increasing monetary pay, working conditions, top management and job security improves performance of employees.; scholars should use the study and its findings as a reference tool as it contributes new knowledge to existing literature that extrinsic motivational factors motivate employees to perform ; relevant government agencies should use the findings as a basis to formulate policy guidelines on extrinsic motivational factors especially in the sugar sector since the study findings reveal that there is a relationship between the two variables. The practical implication of the findings is that extrinsic motivational factors can be used as a business strategy for improving employee performance in organizations. The researcher recommends; further studies to investigate the relationship between extrinsic motivation factors not covered in this study and employee performance and a comparative study on the two variables between government and privately owned sugar firms.