Assessing service quality and Customer Satisfaction (A case of Co-operative Bank of Kenya- business research project
| Institution | Kisii National Polytechnic |
| Course | Business , hrm |
| Year | 3rd Year |
| Semester | Unknown |
| Posted By | MAKORI KERECHA |
| File Type | docx |
| Pages | |
| File Size | 188.48 KB |
| Views | 750 |
| Downloads | 0 |
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Description
COOP is struggling to improve and keep its service quality towards increase customers positive perceptions by providing and implementing like modern banking systems (core banking system, e-banking, mobile banking, and internet banking), technological instruments (ATM, POS) and other many banking services tools. However, there are some problems and difficulties observed on its service quality, handling of customers compliant, reliability, responsiveness and other services to apply effectively and efficiently as expected. (Co-operative bank of Kenya reviewed 2015/16 first quarter performance). In this regard, a research should be carried out on the service quality of COOP to fill the gap and give possible recommendation to make the customers more satisfied and the service delivery quality better.
In light of the above discussion, it is deemed essential for COOP to be fully aware of its customer satisfaction in relation with the service offered to them. If COOP does not asses the magnitude of its customer actual perceptions of the service and make appropriate measure the result may have a direct impact on customer defection. COOP in the banking industry of the country should pay more attention for service quality to meet their customer’s expectation.
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Effects of staff involvement in decision making and hotel performance in Kisii town, Kisii County- hospitality research project
The study examined the staff involvement in decision making and hotel performance in Kisii town, Kisii County. The objectives of the study are; to examine the extent to which staff involvement in decision making influence staff productivity in hotel establishments in Kisii town, Kisii County, to determine the influence of staff involvement in decision making on hotel productivity, to examine the extent to which staff involvement in decision making influence sales growth in hotel establishments and to identify the factors militating against staff involvement in decision making in hotel establishments in Kisii town, Kisii County. To achieve the objective of the study, survey research design was adopted. The researcher adopted primary data in getting the required information through the use of structured questionnaire. The population of the study is 38 registered hotels in Kisii town, Kisii County with 520 staff strength. The sample size of the study is 226 after adopting Taro Yamane formula. In analyzing the data, simple regression analysis was used. The findings revealed that staff involvement in decision making has a significant influence on staff productivity in hotel establishments. The findings further revealed that staff involvement in decision making has a significant influence on hotel productivity in Kisii town, Kisii County. The findings also revealed that staff involvement in decision making has a significant influence on sales growth of hotels in Kisii town, Kisii County. However, the study recommends that Hotels should provide an enlightenment program for workers on their rights to seize the opportunity of involvement in decision making. Also, hotels should liberalize management structure so as to allow for greater workers involvement.
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Impacts of employees absenteeism on organization performance - hrm research project
The purpose of this study was to make an assessment on the impact of worker’s absenteeism on performance in Kisumu County Government. This concern has been studied within several working areas and departments of the Kisumu County Government both at the headquarters and in other places like the ward level as well as villages in the governmental subdivisions. The objective of these case studies was to find out the genuine effects and possible recommendations that could be helpful to the County government authorities for their performance and good services provision. In this study Qualitative (interviews) was utilized to collect data and then data was analyzed. Workers absenteeism is a costly problem in most of the government authorities especially in the County government authorities in Kenya. Absenteeism costs huge amount of money for replacements, where by additional costs are incurred through new employees that are needed to replace the absent workers. The impact of worker’s absenteeism has not been given considerable attention by human resources professionals in County government authorities in Kenya. This research is valuable since it helps to understand the impacts of absenteeism consequently come up with the suggestions on how to reduce or deal with the problem. The study has found that excessive work load for remaining staff, delay in daily routine, poor customer’s satisfaction and complaints from the society are some of the impact of absenteeism.
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Causes and effects of communication breakdown on organizational performance- hrm research project
The study intends to determine the importance of communication in enhancing an effective management undertaking which is for the generality of the profitability of the undertaking.
The project will work towards identifying areas of weakness and strength of communications applied in the past with a view to proffer a dependable solution. Again, it is also to determine the qualities and effectiveness in the field of management. Hence all organizations have need to organize human and material resources in most efficient and effective way which will enhance productivity. On that the system of communicating adopted in various organizations will fail to integrate the two interests(personal and organizational) in pursuit of some objective.
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Impact of leadership styles on employee's performance - hrm research project
This study aimed at analysis the effects that leadership has on the employees of an organization in terms of their performance rate. The research therefore aims at looking at how transformative leadership impacts on employee performance at Kenya Achivas Sacco Society and if yields the same results as other researches have shown in other parts of the world. With the main objectives being to investigate the impact of leadership styles that has been achieved within the organization and also to investigate the extent to which a leader’s intervention on situations affects overall performance It is a representative study in design with a cross sectional component whereby all relevant parties were involved. The study population is specific employees of Kenya Achivas Sacco society selected for the study.
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Effect of workplace discrimination on employee performance - hrm research project
The general objective of this study was to examine the effect of workplace discrimination on employee performance using Ghana Police Service - Kumasi as a case study. The specific objectives however include to:
examine the nature of discrimination in the Administration of Ghana Police Service.
identify the root causes of workplace discrimination and how they can be addressed.
assess the effect of workplace discrimination on employee performance in the Ghana
Police Service (GPS).
identify legal remedies available to victims of workplace discrimination at the Ghana
Police Service.
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Effects of the distribution strategies on organizational performance
The purpose of this study was to assess the effect of the distribution strategies on organizational performance of firms a case of Nyankoba Tea Factory. The research was guided by the following objectives that were focused: to determine the type of distribution channel used by organizations to influence performance, to determine the policies of the organization regarding to the distribution strategies and to determine some factors considered when choosing the channel of distribution. The study was based at Nyankoba Tea Factory. The target population was 250 employees. Descriptive research design was used because it was to enable the researcher to get the data on the effect of distribution strategies on organizational performance. A sample of 75 employees representing 20% of all staff working in Nyankoba Tea Factory was picked for the study. The sample size was selected from 250 employees of Nyankoba Tea Factory using purposeful sampling technique. Structured and closed ended questionnaires were used to solicit information from the respondents. The collected data was analyzed using descriptive statistics such as percentages, mean and weighted averages which were later presented in form of tables and graphs. Secondary Data was processed and analyzed using Descriptive and Inferential statistics. The summary and conclusions were drawn from the results which give a proper illustration on the various strategies adopted in the selection of proper channel of distribution.
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Effect of budgetary control practices on organizational performance- research project
The purpose of the study was to investigate the effect of budgetary control practices on county governments’ growth: a case study of Kisii county government. This trend reflects similar government sector growth throughout the developing world. Scholars have attributed the growth of these key civil society actors to an increasingly orientation among international investors, an ideology which favors non-state service providers. Yet less research has been done on how the County governments control their budgets .Governmental organization plays a significant role to combat poverty and strength democratic practices. The study attempted to explore the main function of county government in relation with the national government, investors and the public. The main objective of the study was to investigate the effect of budgetary control practices on county governments’ growth in Kenya and establish whether it has an impact on its governance and performance and to examine the budgetary control practices in governmental organizations in Kenya. The researchers used descriptive research design. The target population comprised Finance managers, Accountants and Budget and economic planning. Data was gathered through the use of the questionnaires which were issued to all the respondents in the sample size. The validation of the instruments would be done to ensure that the data collected using particular is instrument represents a specific content and this would be done by the use of expert opinion of the university supervisor. Reliability of the instrument would be attained by test-retest reliability method which was frequently assessed. Target population was Kisii County Government with a sample size of 32 employees. Data was collected by use of questionnaires. The collected data was analyzed using SPSS (Statistical Package for the Social Sciences) version 21 where descriptive statistics was used to determine the nature of the relationship between the independent and dependent variables. The collected data was presented in form of tables, charts and graphs. From the findings the study established that the majority of the respondents agreed that the organization intends to maintain budgeting practices. From our findings it’s evident that County governments have budgetary control mechanism in place despite the size of the branches, length of operation and leadership structure used.
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Blood pressure level detector- medical engineering project
Taking the Blood Pressure (BP) with a traditional sphygmomanometer requires a trained user. In developed countries, patients who need to monitor their BP at home usually acquire an electronic BP device with an automatic inflate/deflate cycle that determines the BP through the oscillometric method. For patients in resource constrained regions automated BP measurement devices are scarce because supply channels are limited and relative costs are high. Consequently, routine screening for and monitoring of hypertension is not common place. In this project we aim to offer an alternative strategy to measure BP and Heart Rate (HR) in developing countries. Given that mobile phones are becoming increasingly available and affordable in these regions, we designed a system that comprises low-cost peripherals with minimal electronics, offloading the main processing to the phone. A simple pressure sensor passes information to the mobile phone and the oscillometric method is used to determine BP and HR. Data are then transmitted to a central medical record to reduce errors in time stamping and information loss.
No doubt every person wants to be healthy in order to move well. One of the health conditions to note is to keep blood pressure. many people sick one cause is high blood pressure. there are two methods of measuring blood pressure ie invasive and non-invasive. using the oscillometric method the measurement can be performed automatically, with the help of a piezoresistive pressure sensor connected to arduino mega 2560. so that the measurement data in the form of name, age, and blood pressure can be stored on the SD card that can be read again if needed. In this research the difference between the systolic or diastolic values of blood pressure reading with analog devices compared with automatic blood pressure reading tool and obtained that the average difference of 3,265 mmHg for systolic value and 6,165 mmHg for diastolic. Then this difference is used in the calibration process so that the result of automatic blood pressure reading tool is better. The result of calibration reading tool has 99.47% - 99.82% accuracy
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Role of budget on organizational performance- hrm research project
To determine the contribution of budget control towards
To establish the forms of budgets control used in the productivity of the organization.
To determine the effect of budget control in the organizational productivity.
To establish the relationship between budget control tolls and the method used in production efficiency.
To determine the organization policies on the role of budgets control in an organization.
627 Views
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60.47 KB
ROLE OF CHURCH POLICIES IN MITIGATING DIVORCE CASES AMONG CHRISTIAN FAMILIES- SOCIAL WORK RESEARCH PROJECT
ROLE OF CHURCH POLICIES IN MITIGATING DIVORCE CASES AMONG CHRISTIAN FAMILIES: A STUDY OF THE ANGLICAN CHURCH, KISII DEANERY, KISII COUNTY, KENYA
ABSTRACT
Marriage is vital to our nature as human beings in society. This is because it forms the foundation of the family, both in terms of procreation and nurture. It is therefore, imperative that the Christian church clarify, teach, and faithfully uphold what the Bible says about marriage. The church must also speak biblically to the issues affecting marriage such as divorce which is a critical matter affecting the society today including the church membership. This happens despite the church teaching and policies on marriage as a permanent union. It is against this background that the study found it necessary to investigate the role of church policies in mitigating divorce cases among Christian families in the Anglican Church Kisii Deanery. The following objectives guided the study: to examine causes of divorce among Christian families, to assess the impact of divorce on Christian families, to establish the Church policy on marriage and divorce among Christian families and to evaluate the strategies put in place by the church to curb divorce rate among Christian families. The study was anchored on two theories that is the Functionalist Theory founded by Emile Durkheim and Sternberg’s Triangular Theory of Love. The study targeted a population of 9 Vicars, 359 church official heading various departments,3050 Christian families and 100 divorcees. The study adopted Qualitative research design. Qualitative data was collected from Parish Vicars, Divorcee’s, church leaders and Christian families using questionnaire and interview schedules. Data was analysed using thematic and narrative approach and results presented using graphs, tables, charts and narrations. The findings revealed that 68% strongly agreed that Anglican Church policies on marriage and divorce are accessible to members, however, members still find it difficult to implement some of the policies as required leading to marriage divorce. Financial problems 92.5%, infidelity 80% and communication problems 62% were identified as frequently causing divorce. Divorce was seen to be having devastating effects on families and the society at large. Additionally the church was found to be highly involved in Premarital and post marital counselling programs and pastoral counselling programs 29.7% and lowly involved in organizing marriage seminars, training, workshops 55.7% and provision of marriage literature 45.7%. The study findings recommends that the church leadership to; establish family meetings days, regularize induction and training of church leaders on marital matters, strengthen marriage mentorship programs, organizes marriage seminars and workshop to church members targeting youth’s department and the couples and finally strengthen the existing church guidance and counselling department. The suggested recommendations if implemented will help church departments such mothers’ union, youth department, married couple and potential marriage couples, pastors and other church leaders to address perennial marital challenges leading to divorce experienced by church members.
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