study is carried out to identify the factors affecting the adoption of Agency banking in Kenya. The commercial banks operating in Kenya are taken as Population of the study that is 18 commercial banks. Among them the research was conducted and data gathered on the three pioneers banks in agent banking service (Co-operative bank, united bank, and lion international bank). So as to meet the research objective 58 questioners were distributed to e-banking department employees and structured interview were also held with E banking department managers of sampled banks. Purposive sampling method was employed to draw the sample from the population. The study statistically analyzed data obtained from the survey using Statistical Package for Social Sciences 20.0 V (SPSS) and descriptive statistics particularly data mean used for interpretation purpose. The result of the study regarding the major driving forces that initiate Kenyan banks to adopt agency banking are: the desire to cover wide geographical area, desire to satisfy rapid change of customer needs & preferences and the desire to improve productivity and Organizational Performance. The major factors affecting the adoption of agent banking are: lack of giving proper attention to the service as its given to other conventional banking services, Board of directors, top management and staffs resistance to change in technology, Lack of proper coordination among stakeholders of the bank - in setting goals and following up the implementation process of the service and high cost of implementation of agent banking, lack of adequate public awareness and low level of customers & agents’ technology literacy (mobile phones), Lack of adequate coordination between banks and other decision making centers in agent banking; Lack of adequate infrastructural facilities in the remote area; lack of strong push from the government to promote mobile and agent banking and Lack of sufficient legal frameworks,, customer fear of risk to use agent banking service; absence of common network that links different banks and lack of confidence in relation with the security aspects, Loss of Audit Trail and Users do not trust the agent banking services. The study also tried to identify various benefits from adopting of agency banking, among the benefits overcoming geographical limitations, reduction of queues in the banking hall, enhancement of productivity in the banking industry and Reduction of paper work are the leading benefit banks in Kenya realized from the adoption of agency. The existing opportunities for adoption of agency banking are Expansion of mobile phone users, Commitment of the government to facilitate the expansion of ICT infrastructure, Increment of educated potential customer, the relative increase of the public awareness about the service are among the leading opportunities. The study suggests a series of measures which need to be taken by commercial banks so as to address various factors affecting its adoption among them: Public awareness on the use of ICT, e-commerce and e-Payment need to be raised and enhanced. The government should also legalize the acceptance of electronic receipts as a mode of transaction confirmation. This removes the past requirement of providing paper-based receipts for cash in and cash-out transactions, in doing so the desire to use the agency banking service will rise.

The aim of this study was to investigate factors influencing consumer buying decision towards selected fast moving consumer goods (FMCG) in Nairobi. Quantitative approach along with explanatory research design was applied. The study was conducted on consumer of laundry detergent in Nairobi. A sample of 385 respondents was taken through convenience no probability sampling method, of which a total of 288 valid responses were obtained and used for the analysis. Structured self-administered questionnaire was used to collect the primary data and using SPSS 20.0, both descriptive and inferential analyses were conducted for correlation and multiple linear regression analysis to attain the intended objectives. The Finding indicates that product quality, price, availability, advertisement and brand awareness significantly influence buying decision of consumers in Nairobi, but, product quality, price and availability were the most significant and the demographic profile of shoppers indicates that the market is highly dominated by the purchasing decisions of females within the households in Nairobi plus Retailer's recommendation, friend and family as well as exposure to brands in shops have been identified as the most important sources of information. An important implication for marketers is the development of marketing strategies based on the right knowledge of the decision maker and shopper. Results also give direction for companies and marketers of such products to give attention to consumer’s behavior to be successful.

The topic of this study is Application of Information and Communication Technology (ICT) On Office Managers’ Performance (A Case Study of University of Ibadan).The instrument used in gathering data for this study is questionnaire. The scope of the study covered tenunits in the University of Ibadan. The sample size used by the researcher was 50;the data gathered were analyzed using Analysis of variance (ANOVA) and table presentations. The research findings reveal that information and communication technology motivates the job performance of office manager’s and makes work easier and faster. Again, that lack of maintenance will reduce the effectiveness of these machines and bring slowdown in processing.From the summary of the findings, the researcher therefore concludes that information and communication technology should be provided to office manager’s so as to attain their job performance. The researcher recommends that the role of office technology in the development of office manager profession should be encouraged and office managers should have the required skills needed in operating thisequipment.

This study aimed at identifying the impact of customer satisfaction during computer based assessment. Customers here in this research were candidates of computer based assessment system (CBAs) that includes teachers, students, assessors, focal persons, shop assistants and other experts. These all taken part in the assessment using CBAs, using explanatory research method through both quantitative and qualitative approach. The data were collected from six different TVET colleges and other office experts. The collected data were analyzed through SPSS version 20 form, in this research multi-criteria satisfaction analysis variables (system quality, information quality, technical quality and service quality) was taken as independent variable used to measure customer’s satisfaction of CBAs and system ease of use, efficiency, interaction, memorability, learnability, response time and satisfaction were considered as sub-variables and customer satisfaction as dependent variable, The result of descriptive statistics shows that CBA system has better performance on system quality; The correlation analysis also indicates a moderate and positive relationship between all selected variables and customer satisfaction. Multiple regressions were also applied by selecting the major controlling variables of predictor, the result also show that system quality of CBAs is greater than the other independent variables that is system quality has greater impact on customer satisfaction and also all variables are statistically significant.The researcher recommended that CBAs satisfaction factors i.e. system quality, information quality, technical quality and service quality all have significant value over customer satisfaction. It implies that this factors can improve the system for better performance and also can improve customer satisfaction.

The study was undertaken to find out the effects of the economic environment in Nyamache Sub- County of Kisii County and its impact on school attendance and the possible mechanisms that could be put in place to improve regular school attendance. The sample of the study consisted of students who obtained less than 30% of attendance, parents of such children and teachers and head teachers in the selected school. Two principal research instruments were used. These were interview schedule for students and their parents, and questionnaire for the teachers and head teachers. The study brought to light these major findings: Children who engaged in the economic activities especially the craft activities recorded low school attendance. Surprisingly, the study revealed that a substantial proportion of children stayed with their mothers only, hence the ease with which they play truant at school. It was also noticed that, boys out numbered the girls in the case of absenteeism, because most of the economic activities they engage in are the crafts which in most cases are the preserve of men or boys. Poverty was also a hindrance to regular school attendance, as most of the children use the money they got from their engagement in the economic activities to supplement their family income. To improve attendance the under listed strategies could adopt: Adaption of craft activities as an integral part of the curriculum counselors to move round and talk to parents on the importance of formal education.

main purpose of this study was to assess the impact of small credit finance to poverty alleviation in the urban society of Nyamache Kisii County. It explores the benefits gained from using micro-financing as a mechanism to reduce poverty. The study was conducted in Waumini Credit and Saving Institutes specifically in Nyamache Branch. The data gathering was done by using questionnaire as primary source of data. In addition, interview and other secondary data sources were used. Mixed approach was used and the researcher employed cross-sectional survey design. Descriptive statistical analysis and Propensity Score Matching (PSM) analysis technique was used with respondents coming from clients to test the differences of benefit from the credit scheme who were compared with those in the waiting lists. Purposive Sampling was used to recruit 384 respondents for this study. The findings of the study revealed that customers are getting advantage from the institute for the business startup and growth or expansion. However, close support system in financial management and utilization of the money they borrowed has gaps. The empowerment and psycho-social development of female clients have problems in the borrowing decision, spending of the loan money, and usage of the profit. Findings from new clients indicated that group formation and lack of entrepreneurship implementation is demanding. High interest and unwillingness to accept group responsibility are problems. Therefore, it is important to give training and support systems should be provided in order to strengthen usage of the credit and saving institutes for economic beneficence and development or positive change. The induction and orientation should be from getting loan up to the returning the money borrowed.

Adopting staff motivation practices in a business by the management, boosts the organizational productivity since the employees are encouraged and motivated to work harder in order to boost production .This research investigated the impact of staff motivation practices on organizational productivity, with a focus on identifying the key factors that drove employee performance and subsequently the overall productivity of a firm. This was a case study of TACC Stores, a store which deals with home interiors and sanitaryware. The study specifically examined the effect of monetary incentives; recognition and rewards and career development opportunities on the organizational productivity. Over the recent years, various organizations have adopted the policy of motivating their employees in order to boost their production. They have significantly adopted various techniques and practices of staff motivation, ranging from recognition, empowerment, career development, and many more other practices. Based on this, this research seeks to investigate the impact of staff motivation practices on organizational productivity. Various studies that have been done indicate that factors like empowerment and recognition have a positive effect on employee motivation. Recognition and empowerment play an essential part in enhancing employee motivation towards organizational task (Manzoor, 2011). Other studies that have been done indicate that 66% of organizational productivity is explained by staff motivation practices. Most researches that have been done only study the effect of employee motivation on employee performance not focusing on the organizational productivity. This study used a qualitative approach of data collection. The data was collected through administering questionnaires to the employees of TACC Stores. A target population of 40 employees was used. The sample size for this study was 12 employees. Primary data was collected and the data analyzed qualitatively.

Women are becoming increasingly important in the socio-economic development of both developed and developing economies. Female entrepreneurship represents a vast untapped source of innovation, job creation and economic growth in the developing world. Women’s Entrepreneurship Development Project (WEDP) is a $50 million IDA investment lending operation designed to address the key constraints for growth-oriented women entrepreneurs in Nairobi. Its objective is to increase the earnings and employment of micro and small enterprises owned or partly owned by women entrepreneurs in Nairobi. It targets growth oriented women entrepreneurs, providing credit as well as entrepreneurship training/business development services. The purpose of the study is to investigate the impact of women entrepreneurship development project (WEDP) loans on the socio- economic development of women entrepreneurs in the case study of Vision Fund Micro Finance Institution, Nairobibranch. The study was used two groups of samples namely, experimental or treatment group and control group. A total of 220 samples are selected. 100 samples are used as treatment group from the total population size 419 and 120 are used as control group. Documentation, survey /Questionnaires, Focus Group Discussion (FGD), and Key Informants Interviews was used as a data collecting tools. Descriptive statistics and econometric model were applied for analyzing quantitative data. The contribution of WEDP is analyzed based on income, saving, expenditure for health, expenditure for children school, asset accumulation, decision making power, business management skills along with the strength and weakness of the project. The finding indicates that Vision Fund Microfinance WEDP has made positive contributions to the wellbeing of its client. However, all of Vision Fund Microfinance WEDP clients have already been involved in a business activity that can generate income for the repayment of the loan. The study revealed that the aim of WEDP to reach out the any growth oriented women entrepreneurs has not been achieved due to target problems. It was, again, uncovered that, microfinance try as much as possible to reduce the risk involved in giving out unsecured loans. One of their ways of trying to achieve this is by group lending which automatically sideline the poorest since the groups are formed based on the income level of the individual.

The business environment has become more uncertain due to macroeconomic headwinds, shifting political climates and evolving consumer needs triggering organizational change in response to disruption. Manufacturing firms have more recently led the stage in organizational changes due to their vulnerability to the rising cost of goods threatening their margins. However, multiple organizational change initiatives have been known to flop by either not meeting their objectives or resulting in a worse position than before the change. Various change management strategies can be employed to mitigate the negative effects of uncertainty which leads to decreased employee engagement during change. There are limited empirical studies investigating change management strategies’ influence on employee engagement within the context of multinational companies in Kenya within the consumer goods industry. This study investigated the link between change management strategies and employee engagement in multinational companies in the consumer goods industry in Kenya. The study was anchored on Kurt Lewin’s change theory and Kotter’s eight-step change model. The study used a descriptive cross-sectional research design where the unit analysis was the 25 multinational consumer goods companies in Kenya. The representative of each of the 25 multinational companies in the consumer goods manufacturing industry was the chief executive officer (CEO) and chief human resources officer because they hold the requisite information on employee matters and relations, bringing the total number of respondents to 50. The research instrument for primary data collection was structured closed-ended questionnaires. The findings were analyzed through descriptive and inferential statistics and the statistical package for social science (SPSS) was the key analysis tool. The study found that the influence of change management strategies on employee engagement bears different magnitudes depending on the industry. Employee involvement strategy had the most significant positive influence on employee engagement while internal communication, training and coaching were positively associated with employee engagement but only to a moderate magnitude contrary to similar past studies in other sectors where all the key change management variables strongly influenced employee engagement. Recommendations from the study are that organizations should not single out a strategy but employ a combined approach for a stronger effect on employee engagement. It is also vital to foster an environment of trust between employees and leadership as it is a measure of engagement. The study acknowledges it was limited in that being quantitative and anonymous, was constrained in accounting for the experiences of the respondents as the researcher could not probe for further explanations of some responses. The study narrowed down on three change management strategies: internal communication, employee involvement and training and coaching and their influence on employee engagement while there could be other strategies that also strongly influence employee engagement. The study is also based on the perceptions of executive leadership which introduces bias.

The aim of this study was to investigate factors influencing consumer buying decision towards selected fast moving consumer goods (FMCG) in Nairobi. Quantitative approach along with explanatory research design was applied. The study was conducted on consumer of laundry detergent in Nairobi. A sample of 385 respondents was taken through convenience no probability sampling method, of which a total of 288 valid responses were obtained and used for the analysis. Structured self-administered questionnaire was used to collect the primary data and using SPSS 20.0, both descriptive and inferential analyses were conducted for correlation and multiple linear regression analysis to attain the intended objectives. The Finding indicates that product quality, price, availability, advertisement and brand awareness significantly influence buying decision of consumers in Nairobi, but, product quality, price and availability were the most significant and the demographic profile of shoppers indicates that the market is highly dominated by the purchasing decisions of females within the households in Nairobi plus Retailer's recommendation, friend and family as well as exposure to brands in shops have been identified as the most important sources of information. An important implication for marketers is the development of marketing strategies based on the right knowledge of the decision maker and shopper. Results also give direction for companies and marketers of such products to give attention to consumer’s behavior to be successful.

global workplace is rapidly evolving due to technological advancements, economic expansion, and unprecedented events, leading to increased concerns about employee turnover in multinational corporations (MNCs). This study examined the impact of age, gender, and ethnic diversity on employee retention intention within manufacturing-based MNCs in Kenya, aiming to address gaps in existing research and provide insights for enhancing retention strategies. The primary objectives included examining the age diversity's effects on staff retention intention within multinational corporations in Kenya, examining the impact of ethnic diversity on employee retention intention among multinational firms in Kenya, as well as the role of gender diversity on employee retention intention in these corporations. Sample survey research design was the type of research design used. The study's population consisted of 38 manufacturing-based MNCs in Kenya. The research distributed questionnaires and the analysis used descriptive and multiple regression This study was guided by the Reasoned Action Theory and the Social Identity Theory. One hundred and seventy workers were given questionnaires for the survey, and SPSS version 22 was used to do multiple regression analysis. The overall significance of the regression model was determined, as anticipated. Findings revealed positive perceptions of age diversity, with significant correlations between age diversity and retention intention, emphasizing the importance of inclusive practices for retaining employees. Similarly, positive perceptions of gender diversity and its strong correlation with retention intention highlight the need for gender-inclusive policies and decision-making processes. Ethnic diversity also positively influences retention intention, despite challenges related to cultural conflicts and disparities in career opportunities based on ethnicity. Effective diversity management is crucial for enhancing employee retention within multinationalcorporations in Kenya. Strategiessuch as ensuring balanced age distribution, promoting gender equality, and addressing cultural conflicts can strengthen retention efforts and contribute to organizational success. The study underscores the importance of fostering inclusive environments that value age, gender, and ethnic diversity for long-term growth and sustainability. Policymakers should develop comprehensive diversity and inclusion programs addressing age and ethnicity disparities, while management should foster gender equality and communication to create inclusive cultures. Continued research on workplace diversity and employee retention is recommended to explore additional insights and strategies for enhancing organizational performance and employee satisfaction.

Employee performance is an important factor that influences the success of organizations in any sector. However, poor employee performance is a key issue in the Kenyan financial services sector. To improve performance, organizations invest significantly in training and developing their employees. In this regard, the current study investigated the effect of retention bonding contracts on the performance of employees in the Kenyan financial services sector. This study was informed by the Social Exchange Theory (SET) and the organizational justice theory (OJT). The philosophy that guided the current research is positivism. The descriptive cross-sectional survey was employed to examine the association between retention bonding and employee performance. The population consisted of 3100 employees working for 93 FinTech companies in Kenya. The sample size comprised of 306 employees selected from FinTech companies. First, the findings revealed that that retention bonding period had a significant positive regression coefficient. Secondly, the results showed that retention bonding amount also had a significant regression coefficient. In addition, the regression coefficient for retention bonding fairness was also significant. The implication of these findings is that improving aspects of retention bonding period, such as duration of retention, flexibility in determining the duration, employee input in determining the duration, and parameters used to determine the duration, can lead to improvements in employee performance in FinTech companies in Kenya. Additionally, these findings suggest that improving aspects of retention bonding amount, such as reasonable bonding amounts, factoring years an employee has worked, penalties, pro-rating the amount and parameters used to determine the amount, can improve the performance of employee in FinTech companies in Kenya. The results also indicate that improving the fairness of retention bonding in terms of reducing its restrictiveness and penalizing language, providing payback options, and clear communication of retention bonding to employees, can help improve the performance of employees in FinTech companies in Kenya.

An ATM card is a payment card that helps facilitate a financial transaction by deducting money directly from a consumer’s account to make the payment. Customers who use ATM cards frequently are more likely to spend more money than customers who use their cards rarely. This affects customers saving culture and this is a common problem for ATM card users. The main purpose of this thesis is to explore the effect of an ATM card on customers saving culture. It also assessed whether there is a link between being an active ATM Card user and spending of money. It further explored the contribution banks make towards the saving culture of customers through the facilitation of how ATM Cards are being utilised by the customer. The setting for the research was the Bank of Abyssinia and its selected five branches; the branches are chosen as they are identified as having a significant amount of active ATM Cards users. The study has applied a quantitative approach to address the aforementioned points of research. The finding of the study is that indeed there is a strong relationship between the use of an ATM Card and spending of money. Plus, the result also showed us that an ATM card affects customers saving culture. And banks contribution has a paramount effect on saving culture of customers. Finally, the study recommended Bank of Abyssinia to send an Alert/SMS message for every ATM card transaction, implement immediate deduction of account to make the customer feel the pain of payment, separation of ATM account & saving account is recommened and at last bank of Abyssinia should have to enable customers to choose their withdrawal limit by themselves.

The aim of this study is to assess complaint handling practice of Co-operative Bank of Kenya. The population of the study consisted of two branches customers of Co-operative Bank of Kenya Nairobi Region and employee of Co-operative Bank of Kenya in the branches. The study uses convenient sampling technique to select the target population for questionnaire. Quantitative data were gathered through questionnaire. 199 questionnaires was distributed and 175 questionnaires have been collected, Statistical Package for Social Science (SPSS 20) software, were used to examine the data and achieve its objectives. The collected data was analyzed through descriptive statistics such as percentage, frequency; means and Standard Deviation was applied. Finally, the research finding identified the main source of complaints, assure the bank recruitment and training delivery for complaint officer are not good and enough. In addition, the bank recording keeping process of the bank was not good. Based on the findings, the study recommended that management of Co-operative Bank of Kenya better to identify the frequent sources of complaints, to give attention to hiring and assigning the necessary staff for complaint handling and to improve the recode keeping and develop a complaint recording system.

This research investigates "THE EFFECT OF ETHICAL STANDARDS ON CUSTOMER SERVICE QUALITY: THE CASE OF NIB INTERNATIONAL BANK." ethical standard refers to a set of principles or guidelines that define what is considered morally right and wrong within a specific context. Customer service quality refers to the overall experience a customer has when interacting with a company's representatives across various touch points. To achieve the objectives of this study, data was collected through questionnaire from a sample of 432 customer of the bank. The data was gathered using questionnaires in order to meet the study's objectives. The selection of these respondents was done by random sampling. Multiple regression analysis, correlation, mean, standard deviation, and other statistical methods were used to examine the data gathered from the questionnaire. The results of this study have showed that, except transparency the other three ethical standards dimensions (Honesty, Confidentiality and Accountability) have positive and significant relationship with customer service quality. The result of this study also indicates that customers were most satisfied with the Accountability of the Nib staff. On the other hand, customers were less satisfied with transparency of the ethical dimension. Furthermore, the ethical standard dimensions (Honesty, Confidentiality, Transparency and Accountability) significantly explain 71.1% of the variations in customer service quality in Nib International Bank S.C. Based on the findings the researcher have recommended new and additional points to foster the effectiveness of this ethical standards in pursuing good quality of service given.

Nothing gets done in an organization without workers, including the most valuable assets such as machines, supplies, and cash. Because of the dynamic nature of humans, it is critical that employees receive continual training and development in order to compete in today's marketplace. Employee performance is the most important factor in improving an organization's overall performance. This study will look at how training and development affect employee performance, specifically at the Bank of Abyssinia. As a result, the research design was a descriptive and correlational study. To achieve the purpose of this study, 100 questionnaires were issued, and 92 of them were successfully gathered and analyzed using descriptive statistical analysis (mean and standard deviation), correlation, and regression analysis using SPSS 26. Version. Both primary and secondary source of data were used for this Study. The method of data collection was questionnaire in the form of both open ended and closed ended questions. Through the selection of four branches (one from each), as well as district and head office staffs, this study was carried out throughout all four grade branches of BOA, ranging from Grade 1-3 and the corporate branch. according to the fact that branches with the same grade are uniform in every respect according to the standards of the bank, and because they all have the same organizational structure, behavior, and culture, as well as the same working environment, branches will be chosen at random. Finally, after the study, the researcher found that the training design and employee performance were positively correlated and had strong correlation between them. Then, the recommendations were based on the findings which affects employees’ performance in the case of Bank of Abyssinia.

the current business environment, banking industry is facing a lot of challenges particularly getting the right employees and retaining them. This is because reward and employee performance is core factor in which mangers should keen in order to meet the targets of the organization. Reward exists in order to motivate employees to work towards achieving employee performance.This study examines the effects reward towards employee performance.223 questionnaires were distributed to the sample respondents who are located in Addis Ababa. Of the total distributed questionnaires 210 usable questionnaires were returned.Hypotheses were developed to see the effect of all the independent variables (pay/salary, benefit, promotion, training, recognition, and working condition) on the dependent variable (Employee Performance).It is a quantitative study. Descriptive statistics and frequencies were utilized to analyze the data. Interpretation is made on mean, frequency, and percentage. The result are investigated in terms descriptive followed by, inter correlation using Pearson’s product correlation to test the interdependency and also multiple regression analysis were used to showthe magnitude and direction each independent variables influence the dependent variables with the aid of statistical package(SPSS)version 20. The finding obtained indicated that rewards dimensions have positive influence in employee performance. Furthermore, it provided suggestions to overcome the problems to improve employee performance.LIB must clearly communicate its rewards policy and procedure to its employee. Even though the company rewards system mainly consist of financial reward, adjustment must be done on the rewards system since the majority of the respondents were not satisfied. Finally LIB should include both financial and non-financial reward with appropriate mix. Key words; reward, pay/salary, benefits, recognition, work condition, promotion, training, employee performa

The purpose of this dissertation is to analyse the factors affecting professional employee intention and turnover in the American international corporation (AIC), Kisii Town, Kenya. The research design is explanatory in nature, and both qualitative and quantitative data were collected via interview and questionnaire, respectively. Questionnaires were used to gather quantitative data from professional employees, while qualitative data were gathered via interview (with senior Administration and HR staff) and review of secondary sources. Out of the 75 questionnaire distributed 72 responses were received and then transferred to excel sheet and then proceed through SPSS 20 Statistical tool. Qualitative data gathered through interview and secondary sources were analyzed via the systematic analysis, while quantitative data gathered via questionnaire were analyzed via correlation and regression analyses. The major factors affecting the employee’s intention turnover in AIC organization fall into three groups, namely personal, pull and push factors. According to this study pull factor was the significant factor which influence employee's to leave the organisation. Employee intention is one of the major challenges faced by the AIC organization due to which the turnover rate of employee increases. The researcher also examined the turnover intention of professional employees with regard to gender, age and length of service. Based on the research findings, participants gave a mixed response for staying and leaving the organisation. However, from their response it is clear that, as part of the retention strategy, they want the AIC organization to improve salary, transparent and fair management system, work and life balance and offering family package like children's education as part of the benefit. This research can be considered by the employers, management and Human resource staff of AIC organisation to improve their internal working environment and take some experience from other similar organisation to reduce employee turnover.

The purpose of this research was to explore the impact of emotional intelligence (EI) on leadership effectiveness (LE) within the North Kisii Town Branch of the Co-operative Bank of Kenya. The study aims to provide valuable insights to enhance the bank's leadership effectiveness. Data was collected through questionnaires and standardized tests, and the analysis was performed using SPSS 25. The research approach in the study combines descriptive and explanatory research designs. Descriptive Research Design: This component assesses the current levels of emotional intelligence (EI) and leadership effectiveness among managers and supervisors at the Co-operative Bank of Kenya’s North Kisii Town Branch. It documents the existing state of these variables, identifies patterns and trends, and informs the explanatory analysis. Explanatory Research Design, this component investigates the contribution of EI in predicting leadership effectiveness. It explores the relationships between EI dimensions (self-awareness, self-management, social awareness, and relationship management) and leadership outcomes. This multi-faceted approach ensured a thorough investigation of the role of EI in shaping leadership effectiveness. Descriptive and inferential analysis techniques, such as tables and descriptive correlations, were employed. The questionnaires were completed by 196 employees of the Co-operative Bank. The findings indicate a positive relationship between managers' EI and their leadership effectiveness. The study also assessed the EI levels of 44 managers, which were found to be close to the average. However, there were areas where the perception of EI leadership, particularly in self-management, showed a decline. These findings suggest that the bank's leaders need to improve their self-control, take responsibility for their emotions, demonstrate honesty, enhance their listening skills, and provide better support to their subordinates. Additionally, the managers displayed deficiencies in forwardthinking, addressing the emotions and perceptions of their subordinates, and fostering mutually beneficial relationships. The research also revealed weaknesses in conflict management, social interaction, and adherence to expected behavioral standards. On the other hand, leadership effectiveness was associated with strong decision-making skills, effective communication, team cohesion, innovation, and mutual support among employees. However, there were shortcomings in fair evaluation, providing meaningful feedback, and relevant information to employees. The findings underscore the importance of developing emotional intelligence to improve leadership effectiveness. The study concludes that raising awareness of EI, particularly in the area of social awareness, establishing an EI-focused team, and enhancing understanding of subordinates' emotions will contribute to better leadership quality, fair evaluation, and meaningful feedback within the Co-operative Bank of Kenya.

Industrial disharmony is a worldwide phenomenon which affects all professions and all cadres. In Kenya several sectors have been affected by industrial disharmony, but it is quite common in the health sector. It is an almost intractable problem in the Kenyan health sector and almost every year there are strikes by one profession or the other within this sector. The strikes usually affect the secondary and tertiary tiers of healthcare. This qualitative study set out to analyze the cause, effect, and the impact of industrial disharmony/crises on the health sector, the government, and the people of Kenya. A careful scientific search of the literature (both in print and online), newspapers, Government and Labour organization publications on the subject were collated and studied to understand the problem of industrial crises and how to proffer solutions to reduce or eliminate these incessant strikes in the Kenyan health sector. It was demonstrated that the main cause of the disharmony was poor remuneration/delayed or unpaid wages, poor healthcare funding, poor work environment, deficient healthcare infrastructure, inadequate and underfunded training, inter-professional rivalry and non fulfilment of government agreements/commitments. These led to poor job satisfaction, poor healthcare worker attitude, brain drain and loss of public’s confidence in the public health sector. These in turn led to poor health indices which influence the health and strength of the national workforce. Ways to reduce these strikes include improved healthcare funding, better training opportunities, collaboration/dialogue amongst the various professions in the health sector and firm commitment of government to fulfill past agreements and commitments willingly entered. Collective bargaining is a tool to be effectively used to carry workers along and get the best for them.