African Journal of Business and Management (AJBUMA)

STRATEGIC PLANNING SYSTEMS AND SUSTAINABLE URBAN ROAD INFRASTRUCTURE DEVELOPMENT AMONG TOWN COUNCILS IN UGANDA

Wanume Paul — 2024-10-17

This investigation aimed to explore whether strategic planning systems significantly influence the
advancement of sustainable urban road infrastructure within Ugandan Town councils. The
strategic planning systems were delineated into six components, encompassing planning tools,
planning resources, consideration of internal and external factors, resistance to planning, and
functional coverage. Grounded in the socio-technical systems theory, the study adopted a positivist
philosophical approach, employing a descriptive cross-sectional survey design. The target
population comprised established Town councils in eastern and central Uganda as of July 1, 2022.
The results revealed a statistically significant positive correlation between strategic planning
systems and sustainable urban road infrastructure development (R-value = 0.589, R-squared =
0.346, F statistic = 14.837, p < .001). Encouraging and enhancing the utilization of strategic
planning resources and tools during the strategic management process could foster the
development of sustainable urban road infrastructure. Further research encompassing diverse
urban landscapes, varied performance metrics, and longitudinal designs could contribute to
extending the generalizability of these findings.
Key words: Strategic planning systems, sustainable urban road infrastructure development, Town
Councils, Uganda.

GROWTH OF HORTICULTURAL EXPORT MARKET: THE IMPLICATION OF QUALITY CONTROL PRACTICES AMONG SMALL SCALE FARMERS IN SOUTH RIFT, KENYA

Cheruiyot Philip — 2024-10-17

The inclusion of rural smallholder farmers in the export of horticultural products has two major
implications: increased household income through a promising global market, which is a catalyst
for productivity, cumulatively growing Gross Domestic Product (GDP) and foreign exchange. So
far, there are an estimated 2500 smallholder farmers who participate in the export of horticulture
in Kenya .As a result, the current study sought to establish the nexus between quality control
practices by the small holder farmers and the growth of the horticultural export market in Kenya.
The study collected quantitative data using a structured questionnaire from a sample of 334 smallscale
horticultural farmers who were randomly selected. Validity and reliability tests were
performed before the main study. Then, descriptive and simple linear regression was used to
analyze the data. Quality control practices can be measured through the Pre-production measures,
Production and post-production control measures. Findings indicated that there was a statistically
significant relationship between quality control practices and the growth of horticultural export
markets. It was however observed that, there are weak quality control practices among the farmers
which lead to non-conformities of products. This implies that the exports from Kenya become less
attractive and make the smallholder farmers less competitive.
Key Words: Quality Control Practices, Production, Contractual, Growth, Export , Markets.

IMPROVING SERVICE DELIVERY THROUGH ELECTRONIC COMMUNICATION IN PUBLIC HOSPITALS IN KENYA

Munyaka Nduva Lawrence — 2024-10-17

Quality healthcare service delivery has a significant influence on customer satisfaction, the burden of
meeting health service costs, and the recovery of patients. Therefore, health facilities should make use
of electronic health management systems to improve the quality of their service delivery in
administration and patient care. The purpose of carrying out this study was to establish how Service
Delivery can be improved through Electronic Communication in Public Hospitals in Kenya. A
pragmatic research paradigm was employed coupled with Descriptive and correlational research
design. The target population was all the 1207 professional staff working in Moi Teaching and Referral
Hospital Eldoret and Kenyatta National Hospital Nairobi as well as 1841 outpatients treated in both
hospitals between January and May 2020. To select the 341 respondents of the research, a stratified
random sampling technique was used. The researcher used secondary and primary data. Semistructured
questionnaires were distributed to the respondents to allow for the collection of primary
data. Qualitative data was analyzed with the help of thematic analysis. Inferential and descriptive
statistics were used in the analysis of quantitative data. Descriptive statistics that were used include
mean, percentages, frequencies, and standard deviation. Inferential statistics that were used are
multiple regression analysis, correlation analysis, and univariate regression analysis. From the
findings, the utilization of electronic communication had a positive influence on service delivery in
public hospitals in Kenya as indicated by the regression coefficient of 0.715 (p-value=0.000). This
implies that a unit improvement in the utilization of electronic records management would lead to a
0.715 improvement in service delivery in public hospitals in Kenya. Since the p-value (0.000) is less
than the significance level (0.05), the null hypothesis was rejected and hence utilization of electronic
records management has a significant influence on service delivery in public hospitals in Kenya. It can
be recommended that health facilities in Kenya should improve the utilization of personal digital
assistants, social media platforms, and local area networks to improve service delivery through
reduced queuing and turnaround time.
Key Words: Electronic communication, Service Delivery, Public Hospitals.

ENHANCING SALES PERFORMANCE OF TEA PACKERS IN KENYA: THE ROLE OF EXCLUSIVE DISTRIBUTION CHANNEL STRATEGY

Ombui Nyakundi Raymond — 2024-10-17

Organizations yearn to develop effective distribution of goods and services. This is also true for
agricultural produce such as tea. A significant proportion of the local tea is distributed by Kenya
Tea Packers Limited (KETEPA), which is a subsidiary of the Kenya Tea Development Agency
(KTDA). KETEPA is expected to develop mechanisms to guarantee increased sales performance
of tea products. Exclusive distribution is expected to improve the sales performance of tea
products. Therefore, the study sought to examine the role of an entire distribution strategy on sales
performance. The study adopted a correlation research design and collected quantitative data
using a structured questionnaire. Data was collected from 221 sales staff dealing with tea product
distribution. The theory of Channel Control was used to explain the relationship between study
constructs. Findings revealed that exclusive distribution significantly influences the performance
of tea products. It is against this backdrop, that managers are expected to develop strategies,
policies and procedures for exclusive distribution to foster the sale performance of tea products.
Key Words: Exclusive Distribution, Distribution strategy, Sales Performance.

THE EFFECT OF CUSTOMER SATISFACTION ON THE RELATIONSHIP BETWEEN PERCEIVED SERVICE QUALITY AND CUSTOMER LOYALTY AMONG PASSENGERS OF RAILWAY TRANSPORT SERVICES IN KENYA

King’ola Amos — 2024-10-17

The purpose of this study was to find the effect of customer satisfaction on the relationship
between perceived service quality and customer loyalty among passengers of railway transport
services in Kenya. A descriptive cross-sectional survey design and a pragmatism paradigm were
used. Proportionate stratified random sampling technique was used to pick samples from each
railway service provider. Simple random sampling was used to select a representative sample
size of 357 respondents for the study. The study population comprised all railway customers who
had frequently used Madaraka Express, Nairobi Commuter Rail, Kisumu Safari Train and
Nairobi-Nanyuki Train passenger services in Kenya. Primary data was collected by a selfadministered
semi-structured questionnaire. Data was analyzed using descriptive and inferential
statistics. Stepwise regression analysis was carried out to test the research hypothesis. The results
showed that customer satisfaction significantly and partially mediated the relationship between
perceived service quality and customer loyalty (p-value<0.05, β= 0.400). The study contributes
to the existing literature by revealing the partial mediating influence of customer satisfaction on
the relationship between perceived service quality and customer loyalty. The study recommends
that policy makers should embrace perceived service quality to enhance customer loyalty and
gain competitive advantage. Managers should use the study results to establish perceived service
quality dimensions and customer satisfaction attributes for customer loyalty realization. Future
studies may use longitudinal research design to establish causal relationship between perceived
service quality and customer loyalty over a period of time.
Keywords: Perceived Service Quality, Customer Satisfaction, Customer Loyalty, Railway
Transport Services, Kenya.

EFFECTIVENESS OF EMPOWERMENT LEADERSHIP'S ROLE ON JOB INVOLVEMENT REINFORCEMENT THROUGH A MEDIATOR ROLE FOR STRATEGIC THINKING SKILLS IN THE EDUCATION SECTOR OF KAKAMEGA COUNTY, KENYA

Bulinda M. Dismus — 2024-10-18

The mediator role for leaders' strategic thinking skills in the relation between the empowerment leadership
and job involvement is investigated. The empowerment leadership's dimensions have been adopted (ideal,
participation in decision-making, training, media, showing interest and interaction with the team) based
on the leader's strategic thinking skills and adopted on (cogitation, systemic thinking and paraphrasing).
This has been based on adopting on the job involvement taken as mono- dimensional. Kakamega County
was the preferred research field. The instrument for data collection was a self-administered questionnaire
that covered a target population located in 239 high schools in the county. Analysis assertive factor
(structure equation's modeling), descriptive statistics, correlation analysis, regression analysis and path
analysis to specify direct and indirect effect were applied. The study sets out a number of conclusions, the
most important was that the strategic thinking variable increases the whole effect for the empowerment
leadership variable on the job involvement in the education environment in Kakamega County. The
research has proposed appropriate recommendations.
Keywords: Empowerment Leadership, Job Involvement, Strategic Thinking.

DETERMINANTS OF CORRUPTION IN EAST AFRICAN COMMUNITY STATES

Mogeni Geoffrey Evans — 2024-10-18

The East African Community states present high levels of corruption. Corruption is a daunting
hindrance to sustainable development, education, health care and poverty reduction. It is a great
impediment to the Sustainable Development Goals and is one of the main factors that has
prevented poor and developing countries from catching up with the developed ones. In the effort
to curb the vice, there has been unending debate and there is no consensus on the true determinants
of corruption. According to the World Bank although corruption is an international issue affecting
all countries of the world at different degrees, the determinants of corruption are not the same in
all countries.This necessitated a study to establish the determinants of corruption. The specific
objective of this study was to establish the determinants of corruption in the East African
community states. The study employed non-experimental research design using extended Becker
theory of crime. The study employed system generalized methods of Moments estimation technique
to establish the determinants of corruption. The findings revealed that economic growth is one of
the important determinants of corruption. The other determinants include government
effectiveness, rule of law and human capital.
Keywords:

THE EFFECT OF INFORMATION QUALITY ON THE RELATIONSHIP BETWEEN CORPORATE INFORMATION TECHNOLOGY STRATEGY AND SERVICE DELIVERY OF STATE CORPORATIONS IN KENYA

Getembe Nyakora Kepha — 2024-10-18

The study sought to establish the moderating effect of information quality on the relationship between corporate IT strategy and service delivery of state corporations in Kenya. The unit of analysis was 178 state corporations in Kenya. Descriptive methods were used to collect and analyze data on the study variables. Structured questionnaire was used to collect primary data while secondary data was collected from annual performance reports of the state corporations. Out of 178 targeted response only 120 positively responded making an adequate response rate of 67.4% for investigation. The analysis established that 68.2% of changes in service delivery were accounted for the changes in information quality, corporate IT strategy and interaction term. In conclusion this study found statistically significant effect of information quality on the relationship between corporate information Technology and service delivery of state corporations in Kenya. The findings of this study added to the body of knowledge in the area of service delivery of state corporations by emphasizing on information quality and corporate IT strategy. On the basis of these findings it is important that national government to develop appropriate policies to support corporate information quality that is embedded on new technologies to foster customized services for profitability and growth.

Keywords: Corporate Information Technology strategy, Information Quality, Service Delivery, State Corporations and Kenya:

EXPLORING ERP SYSTEM CAPABILITIES FOR INVENTORY ACCURACY IN SUPERMARKET CHAINS: THE EAST AFRICAN SUPERMARKETS

Mbago Musa — 2024-10-18

Inventory accuracy is critical for the survival and success of supermarket chains, and there is increased
search and application for new solutions and modern technologies to achieve operation inventory
accuracy. Accuracy of inventory management is vital for the success of supermarkets for example, it
results into lower inventory investment, ensures customer satisfaction and maintain profitability for the
supermarket. This is because inventory accuracy enables supermarkets to avoid stock-outs, overstocking
and unnecessary carrying costs. This paper aims to explore and describe inventory ERP systems and their
capabilities in the achievement of inventory accuracy in supermarket chains hinging on continuous
improvement theory and Technology-Organization-Environment (TOE) model. An empirical
investigation, using a qualitative case study design was conducted. Collective case study approach was
used studying cases of two leading supermarkets (C-ug and N-ke) in Uganda and Kenya. Data was
obtained by interviewing two key informants from each supermarket (ERP system controller and stores
Manager). Content Analysis and Multiple Response Analysis were used to analyze unstructured questions
and structured questions respectively. The findings indicated that an ERP system operates through the
integration of internal sections of the supermarket and external players such as the suppliers. Secondly,
it was found that a good ERP system should be user friendly, fit for the nature of business of supermarkets
with key security features for better functioning in supermarket chains. Finally, the study provides that
ERP systems have great capabilities for achieving inventory accuracy in the operations of supermarket
chains through real-time inventory monitoring, automated notifications about the status of the goods and
the stock levels, provision of demand reports on products and automated inventory tracking In this study,
a case study approach was taken when studying the capabilities of ERP in supermarket chains on two
supermarkets hence the findings need to be validated by widening the scope of the supermarket chains.
Most Previous research takes a wholistic approach when examining the influence of ERP on inventory &
warehousing and supply chain disregarding its direct impact on inventory accuracy yet other inventory
management Technology applications such RFID have been largely tested on inventory accuracy hence
the need to test ERP capabilities on inventory accuracy.
Keywords: Supermarket Chains, ERP system capabilities, Inventory Accuracy, East African
Supermarkets.