Tag Archives: Effect

Effect of Communication and Complaints Handling Strategies on Customer Loyalty at Almasi Beverages Limited, Kenya (Published)

Competition in business has gained a whole new dimension due to global consumerism, rapidly changing consumer buying patterns and high technological innovation. Consequently, the market players have switched focus from customer attraction to customer retention than at any other time in the recent past. Communication and complaints handling has become an area of interest to scholars, marketers and organizations operating in various sectors of the economy from which customer satisfaction and loyalty can be secured. Therefore, customer complaint management and effective communication form the decisive test of organization’s customer focus that eventually affects customer satisfaction and loyalty. In spite of the vast literature on the effect of communication and complaint handling strategies on loyalty, exhaustive empirical research has not been directed towards the retail setting in the FMCG industry. The purpose of the study was to determine the effects of communication and complaints-handling strategies on customer loyalty at Almasi Beverages Limited (ABL) in Kenya. The study was guided by the following research questions: What is the effect of communication on customer loyalty at ABL? What is the effect of the complaints-handling strategies on customer loyalty at ABL? A survey research design was employed and the target population was the Coca-Cola retailers who sold through the company-owned Cold Drink Equipment (CDEs) for over a period of three years. The sample size was 369 respondents. Data was collected through the use of structured questionnaires and content validity of the instruments was achieved by incorporating the views and recommendations of marketing experts who assessed the research instruments. Data collected was analysed through quantitative statistics and presented in charts, graphs and frequency tables. The study adopted chi-square to test the hypotheses. The findings established that effective communication and satisfactory complaint-handling strategies are vital in developing and nurturing healthy business relationships that subsequently lead to loyalty. The study concludes that when an effective communication and complaints-handling oriented program is implemented correctly, an organization begins to focus more on managing its customers rather than its products. This enables companies to establish strong performance that lead to long-term profits and increased competitive edge as result of stable partnerships. Evidently, organizations are confronted with complaining customers and despite the precautionary measures taken by an organization to avoid conflict with customers; problems are bound to occur in the relationship. Therefore, the study recommends that companies should focus effective communication and proper complaints handling in order to keep the customers delighted. One implication of this study is that companies like ABL need to have in place proper mechanisms for registering and addressing customer complaints.

Keywords: Almasi beverages, Customer loyalty, Effect, Kenya, Strategies., communication, complaints-handling

Impact of Tuition on Students’ Performance in National Examinations: Views of Secondary School Teachers and Principals in Eldoret North, Kenya (Published)

In Kenya, the demand for good results and the ever-pressing need to complete the syllabus continues to drive schools to introduce holiday and private tuition. This is despite the government ban on tuition programmes. The aim of the study was to document the views of teachers and head teachers on the impact of holiday and private tuition on the performance of students in Eldoret Sub-County, Kenya. The study targeted 300 students, 60 teachers and 30 head teachers from a total of 30 secondary schools. Teachers and head teachers’ perceptions on holiday and private tuition were described, interpreted and analysed by use of descriptive statistics. The study used the Kenya Certificate of Secondary Education (KCSE) examination results for 2011 as a basis for analysis of students’ performance. The results were obtained from District Education Office and candidates mean grades from KNEC website. Purposive sampling was used to select schools that offered holiday tuition and Form Four students who had undergone holiday or private tuitions. Data was collected using document analysis and a questionnaire. The data was then analysed using descriptive statistics. Based on the results, the head teachers and teachers expressed support for holiday and private tuition in and out of schools. It was recommended that the Teachers’ Service Commission should introduce stringent work performance contracts for teachers every term to complete the termly syllabus within the time frame scheduled. All head teachers in both public and private schools should be compelled to sign a memorandum of understanding with the TSC/Ministry of Education guaranteeing that school facilities under their jurisdiction will never be used for the purposes of holiday and private tuition during holidays

Keywords: Effect, Eldoret North Constituency, Head Teachers, Kenya, National Examinations, Performance, Teachers, Tuition Secondary School Students

Effect of Academic-Related Stress on Student Indiscipline in Secondary Schools In Eldoret East Sub-County, Kenya (Published)

Many factors contribute to student indiscipline in schools. Some of these factors emanate from the school environment. In light of this fact, the study was designed to establish the key school environment contributors and solutions to rowdiness among secondary school students in Eldoret East Sub-County. Based on the study, this paper discusses the findings on the effect of academic stress on indiscipline practices among secondary schools students in Eldoret East Sub-County. The study was led by Social Control Theory. Ex-post facto research design was used in the study. The target populace of the research included 3480 form three students and 54 deputy principals in public secondary schools in Eldoret East Sub County. Stratified and simple random sampling techniques were adopted to pick a sample of 346 students to take part in the study. Census approach method was considered in which all the 54 deputy principals took part in the study. Questionnaires and interview schedule were used as data collection instruments. Data collected was analysed in both descriptive and inferential statistics. Descriptive statistics was evaluated in form of frequencies, percentages, average and standard variation. Analysis of Variance was used to examine the hypotheses. The study also established that academic stress (F [47, 273] = 2.001, p = .000) had an effect on indiscipline’s cases among secondary school students. The study concluded that academic stress had an effect on indiscipline cases among secondary school students. The study, therefore, recommended that the schools should reduce academic stress by providing adequate time for relaxation to help reduce cases of indiscipline cases in secondary schools in Eldoret East Sub-County.

Keywords: Academic Stress, Effect, Eldoret East, Indiscipline, Kenya, Secondary Schools, Students

Outcome of Prayer: A Study of Children in Selected Denominations in Ibadan, Oyo State, Nigeria (Published)

Prayer has been assumed to cause different effects  on the life of the praying individual. On one side, prayer could imply on the emotional status, individual growth and the on the personal needs of the individual among others. On the other side, it may cause depression and unhappiness especially when the desired response did not happen. This study was set out to investigate whether the above argument applies to the lives of younger and older children of ages 7-8 and 11-12 respectively in four selected churches in Ibadan, Oyo State, Nigeria. The study adopted phenomenological qualitative design with Semi-structured interviews and conversations, uncompleted sentences, picture projection and letter writing to God as methods for collecting data. The raw data was gathered, transcribed, coded, classified and re-classified until meaningful patterns and themes emerged after which they were analysed with the help of NVivo. 11 Pro. This study discovered that the effects of the children’s prayer are directly related to their reasons for praying; that as they pray, children experience a deep relationship with God, dialogue with Him verbally and non-verbally, and act upon instructions they believe come from God. It was revealed that children’s emotions and feelings are affected negatively or positively based on the stage of development as discussed in Piaget’s theory of Cognitive Development that formed the foundation for this study.  

Keywords: CAC, CCN, Denomination, Effect, God, MFM, NBC, Nigeria, Older Children, Relationship, Theme, Younger Children, prayer

The Effect of Using Short Stories on the Development of 5th Graders’ Reading Comprehension Skills in Hebron District (Published)

The study aims at investigating the effect of using short stories on the development of 5th graders’ reading comprehension skills. The study was applied on a purposeful sample of 5th grade students in a governmental school in Hebron District in the academic year 2016/2017. The sample included (87) students at The Korean Palestinian Basic School for Boys in Hebron District. Students were assigned to experimental group and control group, the experimental group was taught by using the short stories technique, while the control group was taught by the ordinary method (English for Palestine). The researchers prepared a reading test. Content validity and reliability were established for the instrument. It was 0.8 for the test. The experiment lasted one month, a pre-test and post-test were performed using the reading skills’ test to measure the effect of using short stories technique. The means and standard deviations (ANCOVA) test were used in the study. The findings of the study showed that there were statistically significant differences in students’ reading skills due to the method of teaching in favor of the experimental group. This study recommended that training programs could be offered to train teachers on using the short stories technique. Students need to be provided with opportunities to practice using it. Based on those findings, the study recommended the necessity of implementing modern methods of teaching short stories for better outcomes in students’ reading skills, and more studies should be conducted on different variables and subjects were recommended.

Keywords: 5th Graders, Development, Effect, Hebron District, Reading Comprehension Skills, Using Short Stories

Effect of Instructional Strategies on the Teaching and Acquisition of Listening Skills in Kiswahili Language (Published)

The research investigated the influence of the instructional process on the teaching and acquisition of listening skills in Kiswahili language. Informed by the study, this paper explores how the instructional strategies used influence the teaching and acquisition of listening skills in Kiswahili language in Kenyan secondary schools. The study used a sample of 13 secondary schools purposively selected from a total of 41 secondary schools in Wareng’ District, Kenya. Thirteen (13) teachers of Kiswahili and 130 Form Two learners of Kiswahili formed the respondents. The research was a descriptive survey since it set out to discover, describe and interpret existing conditions focusing on secondary school teachers of Kiswahili and Form Two learners. To collect data an interview schedule and an observation schedule were used. The 13 teachers were interviewed, the 130 learners participated in a Focus Group Discussion while 13 Kiswahili lessons were observed and tape-recorded. Analysed data was presented using frequency tables, percentages, graphs and charts. The study found that poor teaching strategies used in the teaching of listening in Kiswahili language is one of the main causes of the poor levels of language acquisition. In view of the findings, this study recommends that teachers of Kiswahili should build into their classrooms listening activities that have as much of the characteristics of real life listening as possible. One of the research implication of this study is that a study should be conducted in teacher training institutions to determine the effectiveness of teacher education programs in preparing teachers of Kiswahili in the teaching of listening skills.

Keywords: Acquisition Listening Skills, Effect, Instructional Strategies, Kenya, Kiswahili language, Secondary Schools, Teaching

A Survey of Views on the Effect of Online Taxpayer Registration and Tax Return Processing on Revenue Collection at the Kenya Revenue Authority, Rift Valley Region (Published)

The study examined the contribution of iTax system as a strategy for revenue collection at Kenya Revenue Authority, Rift Valley Region, Kenya. Informed by the study, this paper examines the contribution of online taxpayer registration and tax return processing on revenue collection by KRA Rift Valley Region. The research employed a correlational design and targeted the domestic taxes department employees at KRA Rift Valley Region. In total, the study targeted 114 employees. Out of this population, stratified random sampling technique was used to select 76 respondents. A five-point Likert scale structured questionnaire was used to collect the primary data. Both descriptive and inferential statistics were then used to analyse the data. The results obtained were presented using tables. The study established that online taxpayer registration and online tax return processing had had a significant contribution to revenue collection at KRA, Rift Valley Region. The study concluded that if these two iTax system components were fully embraced, revenue collection, accounting for taxes paid, monitoring of taxpayers, service delivery to taxpayers and compliance would be greatly improved at KRA. It was thus recommended that KRA management should focus on taxpayer facilitation through a robust system of customer registration and tax payment processing. The paper is of great significance to KRA as it identifies areas where the organization can invest in improvements to enhance revenue collection.

Keywords: Effect, Kenya Revenue Authority, Online Taxpayer Registration, Rift Valley, Tax Return Processing, revenue collection

Social Support in Promoting Resilience among the Internally Displaced Persons after Trauma: A Case of Kiambaa Village in Uasin Gishu County, Kenya (Published)

Trauma after adversity affects an individual’s life, families and the entire community. Traumatized individuals experience hardship and distress. In conflict situations, people go through moments of turmoil and severe loss of loved ones and property. Social support is an important factor that can contribute to resilience after trauma. The importance of family, friends and community in contributing to resilience has been emphasized over time; today it still remains a key factor in building resilience. This study looked into the importance and effectiveness of social support in promoting resilience after trauma among Internally Displaced Persons (IDPs) in Kenya. The study focused on survivors from Kiambaa fire incident after the 2007 general Elections. The study adopted a mixed method design approach. The target population for this study comprised individuals who were victims of the fire tragedy at Kiambaa village. Respondents for this study were selected using purposive and snow ball sampling techniques. Questionnaire and unstructured interview schedule were the main tools of data collection. The study established that social support is a key element in building resilience in traumatized individuals. The results of a Pearson correlation analysis confirmed a strong positive correlation between social support and resilience of individuals (r=0.835, p<0.05). The study recommended that there is need for professionals working with traumatized individuals to be more familiar with social support and other factors that contribute to resilience. More emphasis should be put in incorporating awareness of these factors in the training of professionals working with traumatized individuals.

Keywords: Effect, Resilience Social Support, Trauma

THE EFFECT OF INTEGRATION ON ACADEMIC PERFORMANCE FOR STUDENTS WITH VISUAL IMPAIRMENTS: A CASE STUDY OF INTEGRATED SECONDARY SCHOOLS IN KERICHO COUNTY, AINAMOI CONSTITUENCY, KENYA (Published)

Vision is ordinarily a very important source of information about the world, the ‘stuff’ on which cognition comes to operate. The provision of the low vision services in Kenya started in 1980s. Before then, all learners were educated as blind irrespective of their degree of vision loss. Christoffel Blinden Mission conducted a survey, which revealed that there was need to encourage children with low vision to use their sight, since they were using techniques for the blind. It was also discovered that 15-25% of the learners did not require special education services at all. This low vision services was first provided in the school for the blind students and then in the integrated schools. This paper thus sought to establish the effect on academic performance for visually impaired students brought about by this integration. To achieve this, the author considered carrying out a study in Kericho County. The study was done between September and November 2006 using a case study design. Questionnaires focus group discussion and document analysis were the main techniques used in data collection. A total of 200 respondents participated in the study and data was analyzed using both qualitative and quantitative methods. It was found that an integrated education program has recorded better performance for students with visual impairment than in the specially designed schools for the visually impaired students as perceived by students. On average, it was observed that students with visual impairments perform better than their sighted counterparts.

Keywords: : Academic Performance, Effect, Integration, Students with visual Impairments.

EVALUATION OF EFFECT OF THE THIRD NATIONAL FADAMA DEVELOPMENT PROJECT (FADAMA 111) ON FOOD PRODUCTION AMONG FARMERS IN KWANDE LOCAL GOVERNMENT AREA OF BENUE STATE, NIGERIA (Published)

The study was conducted to find out the effect of Fadama 111 project on crop yield among the farmers participating in the project in Kwande Local Government of Benue State, Nigeria. Fadama 111 is the third phase of the Fadama Project in Nigeria, and is essentially an agricultural diversification project. The project which is demand-driven is funded by the World Bank, Federal Government, State and Local Governments in Nigeria. In conducting the study, 100 participants in the project were selected from Kwande Local Government of Benue State. To obtain a random sample, the stratified random sampling technique was used. The study area was stratified into four, namely: Nanev, Turan, Shangev-ya and Kyurav-ya clans. Twenty-five participants were selected from each stratum, giving a sample size of 100 farmers. Data for the study was collected with the use of a 5-point likert rating scale to enable the farmers rate the extent of increase in their crop yield. The data collected was analyzed using the mean and population t-test to test the significance of difference between sample and population means at 95 % confidence level (P ≤ 0.05). The difference between the sample mean of 4.2909 and population mean of 4.2920 was found to be insignificant. Therefore, the farmers were unanimous that their participation in Fadama 111 project has significantly increased their crop yield. The null hypothesis that there is no significant difference between the sample and population mean responses of the participants regarding how their participation has affected their crop yield was accepted, while the alternative hypothesis was rejected. Some recommendations were made

Keywords: Crop, Effect, Fadama111, Farmers, Project, Yield

EVULUATION OF EFFECT OF THE THIRD NATIONAL FADAMA DEVELOPMENT PROJECT (FADAMA 111) ON FOOD PROUCTION AMONG FARMERS IN KWANDE LOCAL GOVERNMENT AREA OF BENUE STATE, NIGERIA (Review Completed - Accepted)

The study was conducted to find out the effect of Fadama 111 project on crop yield among the farmers participating in the project in Kwande Local Government of Benue State, Nigeria. Fadama 111 is the third phase of the Fadama Project in Nigeria, and is essentially an agricultural diversification project. The project which is demand-driven is funded by the World Bank, Federal Government, State and Local Governments in Nigeria. In conducting the study, 100 participants in the project were selected from Kwande Local Government of Benue State. To obtain a random sample, the stratified random sampling technique was used. The study area was stratified into four, namely: Nanev, Turan, Shangev-ya and Kyurav-ya clans. Twenty-five participants were selected from each stratum, giving a sample size of 100 farmers. Data for the study was collected with the use of a 5-point likert rating scale to enable the farmers rate the extent of increase in their crop yield. The data collected was analyzed using the mean and population t-test to test the significance of difference between sample and population means at 95 % confidence level (P ≤ 0.05). The difference between the sample mean of 4.2909 and population mean of 4.2920 was found to be insignificant. Therefore, the farmers were unanimous that their participation in Fadama 111 project has significantly increased their crop yield. The null hypothesis that there is no significant difference between the sample and population mean responses of the participants regarding how their participation has affected their crop yield was accepted, while the alternative hypothesis was rejected. Some recommendations were made

Keywords: Crop, Effect, Fadama111, Farmers, Project, Yield