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.
Perception of Stakeholders on the Maintenance Management Strategies for Sports Facilities in Selected Universities in Southwestern, Nigeria (Published)
The paper identified and examined facilities maintenance strategies adopted in selected universities in south-western Nigeria, examined maintenance planning and factors influencing the choice of maintenance strategies adopted in the study area. Data were sourced using a structured questionnaire administered on sportsmen and women and the maintenance staff of the maintenance department in the universities sampled. The sample size captured all the fifteen games, featured in Nigeria university games association (NUGA) in the three federal universities that had such facilities for the fifteen games and have hosted the national and international sporting event were purposively selected. Data were analyzed using frequency distribution, percentages and mean response analysis. The findings revealed that the most influencing factors for the choice of maintenance strategies were maintenance policy with a mean score of (3.90), technological factors (3.85), maintenance standard (3.76), maintenance tactics (3.74), economic factors (3.74), and environmental factors (3.73). The study concluded that the most widely used maintenance strategy was reactive maintenance strategy and identified its problem to be the adoption of a piecemeal approach to the maintenance of facilities thereby resulting in under-maintenance of sports facilities.
Genderlect and Thanking (Published)
Thanking is one of the best ways to maintain harmony between people. As face is so fragile, thanking is of the effective ways to saves face of the interlocutors. This being said, thanking is an indispensable part of language. This study deals, not only with thanking as it is, it studies another topic and that is ‘gender’. Some studies showed that some linguistic items are used in different percentages among speakers when it comes to gender; say, females are more polite to some extent. Iraqi EFL learners are the sample of this study. This type of study, i.e. to know the differences between males and females concerning a specific area in linguistics is new and exciting. The aims of this study are the following:
- Finding out the strategies Iraqi EFL learners use concerning the speech act of thanking.
- Concluding whether female learners thank more than the males overall.
To fulfill these aims, it is hypothesized that:
- Iraqi EFL learners use the direct (or explicit) strategies to thank more than the indirect (or implicit) ones.
- Female learners use more thanking strategies than the male ones.
After presenting the literature, the researcher conducts a test to a random sample of Iraqi EFL fourth year students at the Department of English/ College of Education for Human Sciences.
University of Babylon (2016-2017) The results of the test are analysed as well. After applying the test to the sample, he researcher concluded that the students used the direct strategies to thank almost all the time and they even left some of the strategies (especially the indirect one) unused. This emphasized the first hypothesis of this study. As for gender; females used thanking strategies a bit less than the males and this conclusion rejects the second hypothesis of the study.
With the increasing demand for and reliance on plastics as an everyday item, and rapid increase in their production and subsequent indiscriminate disposal, the environmental implications of plastics are of growing concern. Given that plastic polymers are highly resistant to degradation, the influx of these persistent, complex materials is a risk to human and environmental health. Microplastics is described as a truly heterogeneous mixture of particles ranging in size form a few microns to several millimetres in diameter; including particles of various shapes from completely spherical to elongated fibres. Microplastic pollution has been reported on a global scale from the poles to the equator. The main route of concern is currently as a consequence of ingestion, which could lead to physical and toxicological effects on aquatic organisms. To this end, in order to minimize the negative impacts posed by plastic pollution (microplastics), a plethora of strategies has been developed at various levels to reduce and manage the plastic wastes. The main objective of this paper is to review some of the published literatures on management measures of plastic wastes.
The Preferred Crisis Management Strategies among Lecturers in Tertiary Institutions in Cross River State, Nigeria and the Need for Guidance and Counselling Intervention (Published)
The aim of this study was to investigate the preferred crises management strategies among lecturers in tertiary institutions in Cross River State, Nigeria. The population of the study was one thousand two hundred and forty-two (1,242) lecturers. The total sample used for the study was five hundred respondents who were drawn through stratified random sampling from four institutions of higher learning in Cross River State. The instrument used for the data collection was the researcher’s developed Preferred Crisis Management Strategies Questionnaire (P.C.M.S.Q). It has two sections, A and B. Section A contained the personal data while B contained four point Likert scale type, made up of sixteen (16) items. The data collected from the samples were subjected to statistical analysis using the population and independent t-test. To accomplish the study objective, two hypotheses were formulated to guide the study. The following findings emerged; the preference for force crisis management strategy by lecturers was significantly low in tertiary institutions in Cross River State. Sex does not influence lecturers’ preference for dialogue as a crisis management strategy. Based on these findings, the following recommendations were made. The government should adequately fund education, and the schools should devise local sources of generating funds while well-meaning individuals and companies should assist, dialogue should be adopted as evidenced in the study.
Is There Any Match Between Students’learning Style, Strategies, And Lecturers’ Teaching Techniques ? A Case Study of Benin EFL Students at the University Level (Published)
Educational research has identified a number of factors for some of the differences in how students learn (Reid, 1987). One of these factors, learning styles, is of widespread interest in the education area. In fact, each of us has an individual learning style, which means that we learn and process information in different ways. Also, there has been a prominent shift within the field of learning strategies, and teaching techniques over the last twenty years. How students process new information and what kinds of strategies they employ to understand, learn or remember the information has been the primary concern of number of researchers. Furthermore, the way courses are delivered by lecturers, the teaching techniques used has a great impact on students’ achievement. The objective of this current study aims at establishing a comparison between two groups of students at the university level. (A Training College and a Public University) in order to determine their learning preference, strategies, and the teaching techniques that they would best select. The researcher collected data from a sample of approximately 225 students. From the data, there is a significant difference between the two types of students in terms of the appropriate teaching, techniques used by lecturers and their match with students’ learning style and strategies.
Every social action is perceived as a joint undertaking of’ people in their social settings to improve their living conditions in various communities in the society. Social development as an educational process stimulates consciousness among people in order to be aware of their capabilities to address prevailing situations and realities in various participating communities. Social development as a concept is used to stimulate awareness in people for the ultimate purpose of understanding their social realities ant their potentialities to promote development that will improve their living conditions in their various communities. The paper identified conscientisation strategy, communication strategy and group action strategy as strategies of social development in stimulating community development. Based on the issues discussed appropriate recommendations are made which include the urgent need to ensure that adequate information is made available to people through the instrumentality of conscientisation and communication as well as that social development should be driven by common vision and interest of the people of participating communities in Nigeria.
The Strategies Put In Place by Selected Private Universities in Kenya to Address the Issues of Financial Sustainability (Published)
Private universities have a great responsibility of managing financial sustainability and hence the need to explore different strategies that would enhance their financial sustainability. Kenya Vision 2030 requires institutions to develop strategies that will help in achieving its goals. Therefore, this paper explores the strategies administrators in private universities use to manage financial stability. Three major strategies were adopted by selected private universities to enhance their financial sustainability. These strategies include students’ recruitment strategies, internal and external funding strategies and program development, review and diversification. Ludwig Von Bertalanffy’s General System Theory (GST) originally developed in the 1940’s – which later came to be known as System Theory – was the conceptual framework that guided this study. Qualitative grounded theory design was used for collecting, analyzing, interpreting and reporting data. An interview guide was used to collect data for the two research questions that guided the study. Data was collected using self-developed interview schedule, and were digitally recorded and transcribed. The data was then organized manually and analyzed qualitatively through use of codes and formation of categories which eventually developed broader and tentative themes and patterns that brought meaning out of the information collected. Twenty respondents of this study were chosen purposefully from four out of the five universities in Kenya founded as theological colleges and had been chartered as private universities at the time of the study. Triangulation was used for data collection to increase the trustworthiness of the findings. The findings of this study indicate that the strategies that were put in place were not yielding sufficient income because of the many internal and external challenges being faced by these universities. Therefore this study recommends ways of developing, reviewing and diversifying revenue streams (input activities) that will generate adequate income to overcome the challenges in the system that are major impediments to implementation of activities (output) that would lead to establishment of a financial sustainable university.
The Challenges Encountered by the Selected Private Universities in Kenya in Implementing Strategies that Would Lead to a Financially Sustainable University (Published)
Great expectations of high quality education are held by many people due to a high demand of tertiary education in private Kenyan universities. Higher education in Kenya has experienced a lot of numerical growth of the number of universities chartered. As of November 2015, Kenya had a total of 70 chartered universities. Of these, 17 were private chartered ones which had grown in number from 3 to 17 in just two decades (CUE 2015, Chacha 2004,4). That notwithstanding, private universities face numerous challenges, which if not addressed, their sustainability will be threatened. This paper therefore seeks to explore the challenges encountered by selected private universities in Kenya, in implementing strategies that would lead to a financially sustainable university. These challenges were classified into two categories: the internal and external challenges. The internal challenges, experienced from within the university included: inadequate finances, university leadership and structures while the external ones include: government funding, government regulations and donor support. Qualitative grounded theory design was used in which an interview guide and a self-developed interview schedule were used in data collection. Twenty respondents were involved from four theological private universities. A fifth university was used for a pilot study. Data was organized manually and analyzed qualitatively through the use of codes and formation of categories. The strategies utilized were: students’ recruitment, internal and external funding, program development, review and diversification. The findings show that different universities are engaging in different strategies without much success in terms of income generated. This was attributed to the many internal and external challenges being faced by these universities. Therefore, this study proposed a financial sustainability system that is based on grounded theory which recommends the need to prioritize income generating strategies – developing, reviewing and diversifying revenue streams (input activities) that will generate adequate income to overcome the challenges in the system that are a major impediment to implementation of activities (output) that would lead to establishment of a financially sustainable university. This paper concludes by suggesting ways of developing, reviewing and diversifying revenue streams that will enhance the financial sustainability of the sampled universities. Moreover, it recommends that universities should develop more creative strategies that are not yet in place, review their status and also diversify their strategies to achieve financial sustainability.
Strategies for the Engagement of Environmental Non-Governmental Organisations in Landscape Governance (Published)
Environmental Non-Governmental Organisations (ENGOs) are most often considered as key actors in territorial development. However, the strategies applied by these institutions to effectively engage in landscape planning have been less studied. This paper provides an in-depth analysis of how two ENGOs are attempting to influence landscape scale governance in Luxembourg. The results disclose that because ENGOs are not often incorporated at the preliminary stages of policy planning, they retaliate by using two main methods of engagement; self-mobilisation and legal actions. These approaches have been blamed for slowing down regional projects. Nonetheless, they are argued for promoting effective participation in sustainable landscape development.
Research and Innovation Strategies for Economic Competitiveness and Industrial Growth: Lessons for Nigeria (Published)
One of the leading unrealized opportunities in Nigerian industrial organizations is the full influence of research ideas and knowledge to transform business products and processes into long-term innovation. Business research and innovation contribute significantly to improvement in enterprise productivity and quality and in the integral components of business strategy and success. Drawing heavily from published literature, this paper highlights the enormous benefits of continual research and innovation on national economies, and proffers recommendations on how Nigeria could key into this concept to promote its economic competitiveness at the global level.
Every social action is seen as a catalyst to promote joint undertaking of’ people in their social settings to improve their living conditions in various communities in human environment. Social development as a process is employed to stimulates consciousness among people in order to be aware of their capabilities to address prevailing situations and realities in various participating communities. Social development as a catalyst is used to promote awareness creation in people for the ultimate purpose of understanding their prevailing social realities ant potentialities to promote development that will improve their living conditions in their various communities. The paper identified conscientisation strategy, communication strategy and group action strategy as areas of social development intervention in promoting community development. Based on the issues discussed appropriate recommendations are made which include the urgent need to see that adequate information is made available to people through the instrumentality of conscientisation, and communication as well as other areas of intervention of social development which should be driven by common vision and interest of the people of participating communities in Nigeria.
Research on the Strategy-Based Instruction of News Broadcast Listening For English Minors in China (Published)
News broadcast, as a kind of authentic input, are invaluable materials to improve listening proficiency for both ESL and EFL learners. However, the particular characteristics of news broadcast present a number of challenges to achieving comprehension: unfamiliar patterns of discourse, vocabulary, speech rates, syntactic structures, and a high density of factual contents, etc. In this paper, based on the Constructivism views on education, the author chooses 86 English learners in China who take English as their second major as the research subjects, carries out a strategy-based instruction to the experimental group. After the 15-week instruction, the author collects and analyses the data to examine whether the strategy-based instruction would help students improve their news listening performance.
Strategizing For Effective Library Users Retention in a University System in 21st Century. Evidence from Federal University of Technology Owerri (Futo) (Published)
This paper is an attempt to study the strategies that leads to effective library users in Federal University of Technology, Owerri with a view to study the expectations of library users, modern infrastructural needs, retention strategies as well as try to bring to light the challenges that confronts the users and recommend some remedial measures for its improvement. Questionnaire was used for data collection, a reliability co-efficient of 0.75 was obtained. The study confirmed that the library needs to do well on some issues such as power supply, internet connectivity, subscription to open access database, etcetera for a very good user’s retention profile.
Training and Development Strategies: Approaches for Performance Enhancement in Goal Oriented Firms. (A Survey of Commercial Banking Firms in Nigeria) (Published)
This research paper is a critical analysis of Training and Development Strategies; as approaches for performance enhancement in goal oriented firms with emphasis on Twenty-one commercial banking firms in Nigeria. This study adopted simple empirical survey method or quasi-experimental method which places premium on survey of sample. Both primary and secondary sources of data collection were utilized in a bid to attain the necessary result. Five point Likert rating scale questionnaire were used in obtaining the opinions and views from respondents (i.e. Strongly Agree, SA (5), Agree, A (4), Undecided, U (3), Disagree, D (2), And Strongly Disagree, SD (1)). For secondary sources of data textbooks, journals, and annual reports of 21 commercial banking firms’ and stock exchange fact book, were used. The sample size for the study is 398 derived from the employee population of 21 commercial banking firms totaled of 64, 846 as at January, 2017. This was determined using Taro-Yamane’s formulae. Bartlett’s test of Sphericity and Kaiser-Meyer Oikin measure of sampling adequacy, construct validity test determination and Cronbach Alpha for reliability test determination was applied in this study. Bowley’s Allocation formula was applied in determining the individual commercial banking firms sample size. Multiple Regression test was used in processing the three (3) formulated hypotheses. The study findings revealed that Training and Development Strategies adopted by commercial banking firms in Nigeria for employees have positive relationship on productivity of the banking firms. Again, Training and Development have enhanced employee’s skills acquisition and knowledge base of employees. The last finding showed that training and development programme/strategies have impacted on organization employees by modifying their behaviors and their work attitudes to conform to set standard and norms of the commercial banks for service delivery and sound operations. The study recommendations are that, executive management of the commercial banking firms in Nigeria should also ensure that operational analysis, organizational analysis, individual analysis is periodically carried out to determine training and development needs in areas of skills inadequacy, knowledge gap, attitude and behavioral aspects to warrant proper Training and Development hence customers of the banks needed to be treated with absolute care in order to attract higher market share and profits by banks. Again, the study recommended emphasis on e-product s training for commercial banking firms in Nigeria to enhance sustainability and competitive advantage hence this will enhance growth in a positive direction especially in this era of globalization.
Adjustment Strategies of Widows to Widowhood Stress Based on Their Age: The Case of Rivers State, Nigeria (Published)
This study was aimed at investigating influence of age on adjustment strategies employed by widows in coping with widowhood stress in Rivers State, Nigeria. Descriptive survey design was adopted for the study. Two research questions and one hypothesis guided the conduct of the study at 0.05 probability level. A sample of 370 widows in Rivers State was drawn from the population via proportional stratified random sampling technique. Two instruments namely; Stress Level Scale for Widows (SLSW) and Questionnaire for Widows Adjustment Strategies (QWAS), both developed by the researcher were used for data collection. Data were analysed with mean, standard deviation and one-way analysis of variance (ANOVA). Hypothesis was tested at 0.05 level of significance and the statistical package known as SPSS for widows was employed for the analyses. Results showed that; all the eight adjustment strategies (problem solving, cognitive restructuring, express emotion, social support, problem avoidance, wishful thinking, self-criticism and social withdrawal) are adopted by widows in ameliorating widowhood stress; there are slight differences among the mean values of the different age groups with regards to all the adjustment strategies of widows to widowhood stress. Based on the findings of this study, recommendations were made accordingly.
This study investigated the various adjustment strategies employed by widows in coping with widowhood stress in Rivers State, Nigeria. Descriptive survey design was adopted for the study. Two research questions and one hypothesis guided the conduct of the study at 0.05 alpha levels. A sample of 370 widows in Rivers State was drawn from the population through proportional stratified random sampling technique. Two instruments namely; Stress Level Scale for Widows (SLSW) and Questionnaire for Widows Adjustment Strategies (QWAS), both developed by the researcher were used for data collection. Data were analysed with mean, standard deviation and one-way analysis of variance (ANOVA). Hypothesis was tested at 0.05 level of significance and the statistical package known as SPSS for widows was employed for the analyses. Results showed that; all the eight adjustment strategies (problem solving, cognitive restructuring, express emotion, social support, problem avoidance, wishful thinking, self-criticism and social withdrawal) are adopted by widows in ameliorating widowhood stress; ethnic group of widows’ influences their adjustment strategies to widowhood stress. Based on the findings of this work, three appropriate recommendations were made.
The Teacher and Teaching with Instructional Materials in the Teaching of Science Subjects and the Contribution of Guidance and Counselors Therein (Published)
The aim of this study was to investigate the preferred crises management strategies among lecturers in tertiary institutions in Cross River State, Nigeria. The population of the study was one thousand two hundred and forty two (1,242) lecturers. The total sample used for the study was five hundred respondents who were drawn through stratified random sampling from four institutions of higher learning in Cross River State. The instrument used for the data collection was the researcher’s developed Preferred Crisis Management Strategies Questionnaire (P.C.M.S.Q). It has two sections, A and B. Section A contained the personal data while B contained four point Likert scale type, made up of sixteen (16) items. The data collected from the samples were subjected to statistical analysis using the population and independent t-test. To accomplish the study objective, two hypotheses were formulated to guide the study. The following findings emerged; the preference for force crisis management strategy by lecturers was significantly low in tertiary institutions in Cross River State. Sex does not influence lecturers’ preference for dialogue as a crisis management strategy. Based on these findings, the following recommendations were made. The government should adequately fund education, and the schools should devise local sources of generating funds while well-meaning individuals and companies should assist, dialogue should be adopted as evidenced in the study.
Does Employee Work Life Policies And Empowerment Strategies Drive Employee Commitment? Kenyan Perspective, Synergy Approach (Published)
Employees with strong organizational commitment are emotionally attached to the organization and have a strong desire to contribute significantly towards organizational success. The importance of individual commitment to the bottom line of the organization is highly essential for improved performance, higher employee loyalty, increased satisfaction and customer satisfaction. The purpose of this study was to analyse the effects of employee work life and empowerment strategies on employee commitment. The study employed a case study research design that was conducted at Moi Teaching and Referral Hospital. The target population was three thousand two hundred (3200) respondents targeted because the group was highly affected by commitment issues in the organisation. A sample size of 340 employees ware extracted from the target population and the sampling techniques used were stratified sampling for the departments working in and simple random sampling for the individual respondents. Data was analyzed using Statistical Package for Social Sciences (Software).The cronbach’s alpha reliability obtained was 0.623. Multiple regression analyses were used to test the hypotheses. Exploratory factor analysis, specifically principal component analysis was conducted to reduce the variables to a manageable size regression analysis was performed to test the hypothesized relationships. Based on the observed correlation results, work life/policies was the strongest predictor of employee commitment (β = 0.300, t=5.670, p< 0.01), followed by employee empowerment (β = 0.154, t=2.820, p<0.01), the findings indicated that there was a significant positive correlation between employee work life policies strategy and affective commitment (r=0.317, p<0.01); normative commitment (r=0.329, p<0.01); and continuance commitment (r=0.328, p<0.01) the study also established that there was a significant positive correlation between employee empowerment and affective commitment (r=0.186, p<0.01); normative commitment (r=0.194, p<0.01); and continuance commitment (r=0.188, p<0.01). The study recommends that MTRH lays down proper structures for enhancing employee commitment since as seen from the study employee work life and empowerment drives employee commitment.
Sources and Effects of Stress on Work Performance, and Coping Strategies among Nurses at University of Cape Coast Hospital, Cape Coast, Ghana (Published)
Stress is part of our everyday life and affects all aspects of our activities. In professions, where encountering hundreds of people is a routine could be very stressful. This is the nature of the nursing profession, with its attendant effects on the physical and psychological wellbeing of the nurse. This study set out to find the sources and effects of stress on work performance among nurses at the University of Cape Coast Hospital, and the coping strategies they adopt. Questionnaire was used to solicit data from the respondents. Using the multi-stage sampling technique, fifty nine nurses were sampled for the study. Three research questions and three hypotheses were formulated, and answered and tested respectively. Independent t-tests, Analysis of Variance, and means were used in analyzing the data collected. No statistically significant differences were found between the ages of nurses and the type of stress experienced, by gender with respect to how they coping strategies toward stress, and among the various ranks of nurses and the effect of stress on their performance. It was concluded that, nurses in the University of Cape Coast Hospital were aware of the sources of stress among nurses, aware of the effects of stress on their performance, and had devised their strategies for coping with stress.It was therefore recommended that management of the Directorate of University Health Services (UCC) organizes seminars, workshops, forum, among others on incidence of stress and stress management strategies for the nurses. This would help the nurses to be abreast with stress coping strategies thereby alleviating stress on them. It was also recommended that counsellors were brought on to put in techniques that would assist nurses who are going through stressful conditions, which are likely to affect their performance on the work.