School of Business & Public Management

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Author: search.filters.author.Owino, EdwardHas files: Yes

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    Service Quality in Kenyan Universities: Dimensionality and Contextual Analysis
    (European Journal of Business and Management, 2014) Owino, Edward; Kibera, Francis; Munyoki, Justus; Wainaina, Gituro
    The dimensionality of service quality remains debatable with extant literature revealing divergence in thought. This study examined the dimensions of service quality and tested the existence of a significant difference in service quality perception between public and private university students in Kenya. Guided by a positivist paradigm and cross-sectional sample survey, data was collected from 750 randomly selected respondents. A 56 item scale instrument based on performance only paradigm was self-administered to select university students. Factor analysis was employed in determining potent service quality dimensions and Analysis of Variance test used in comparative analysis. A four-factor construct was revealed, with service blueprint emerging as an additional dimension of service quality in the Kenyan university context. It was established that there exists a significant difference in the dimensions of service quality between public and private university students. This implied that an appreciation of service quality dimensions is imperative in managing student’s expectation and that the university managers have to apply contingent service quality practices. The study recommends adequate regulation to standardize service quality irrespective of the service context.
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    Motivators of choosing a management course: A comparative study of Kenya and India
    (The International Journal of Management Education, 2012) Nyaribo, Misuko; Prakash, Ajai; Owino, Edward
    The quest for management training is gaining prominence as organizations restructure to assimilate a workforce with advanced skills in management. This paper presents a comparative examination of the motivators of pursuing a management course in Kenya and India. Five factors are proposed as critical influencers of student choices. A survey design guided by a structured questionnaire was employed in data collection. A comparative analysis reveals that the motivators to pursue an MBA course differ significantly amongst Kenyan and Indian university students. Influence of acquaintances and employability are critical motivators that emerge from the combined data set. A logistic analysis confirms that two predictors, institutional infrastructure and employability are statistically significant. Recommendations are made to institutions of higher learning on the key drivers of their customer expectations.
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    Service Value Assessment in Emerging Chain Restaurants in Nairobi Kenya
    (Journal of Research in Marketing and Entrepreneurship, 2017) Owino, Edward; Nyaribo, Wycliffe M; Wadawi, Joe K
    Traditionally, Kenya’s restaurants have in the past largely depended on international tourists for the main stay of their business. With the earlier steady growth of Tourism in the 1980s, these restaurants registered very good business, also supported by the fact that there were only a handful of restaurants that could be considered as ‘tourist class’. However, tourist arrivals in Kenya began to face serious challenges in the 1990s. Simultaneously, more serious restaurant ventures made market entry, especially within the capital city of Nairobi. It has been acclaimed that the prices charged for local hospitality services have not worked well to support it. As this takes place, questions have been asked as to whether these new investments have introduced product and service quality that is worth the price that they charge for the same. It was against the argument that is developing above that this study carried out a value assessment amongst the emerging chain restaurants in Nairobi city. The study sought to establish the part played by restaurants in building destination competitiveness through quality service offer and value pricing. A series of chain restaurants operating in Nairobi were identified all together with the specific unit and outlets that they operate. The customers in these restaurants were conveniently sampled and interviewed to inform this study of their perceptual judgment of service and value. The data was then be analyzed and interpreted to establish the extent to which these customers approve of service and value and how this can influence Kenya’s destination competitiveness, both for domestic and international tourists. The assessment of customer expectation and perception resulted in a four-factor construct. An assessment of service quality led to the identification of the critical latent variables that leads to customer attraction and satisfaction in restaurants. An evaluation of prices charged indicated that price is a critical component in value assessment amongst customers.
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    Store Image as a Mediator of Consumer Purchase Intention in Kenyan Supermarkets
    (Journal of Marketing and Consumer Research, 2020) Owino, Edward; Kiboro, Grace W; Iravo, Mike; Mbugua, Doris
    The intensity of competition in the retail sector in Kenya is driving supermarket managers to position store image as a tool of competitive advantage. This study examined the mediating effect of store image on the relationship between psychographic and psychological factors and consumer purchase intention in anchor supermarkets in Kenya. Descriptive cross-sectional survey was applied on a sample of 384 consumers. The composite construct of psychographic and psychological factors was regressed on consumer purchase intention, resulting in a positive significant effect. It was established that store image partly mediates the relationship between psychographic plus psychological factors and consumer purchase intention. The study recommends building of positive reputation of the supermarket to attract and enhance the consumer’s intention to purchase.
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    Antecedents of Brand Loyalty in Leading Supermarket Chains in Kenya: The Mediating Role of Customer Satisfaction
    (International Institute for Science, Technology, and Education, 2017) Muturi, Francis M; Omwenga, Jane; Owino, Edward
    The purpose of the study was to establish the extent to which customer satisfaction mediates the relationship between service quality, brand image, customer perceived value with brand loyalty in leading supermarket chains in Kenya. The population of interest comprised of customers of supermarkets in Kenya. A supermarket store sample of 30 stores from Nairobi and Nakuru counties was picked at random from the list of the stores of the four main supermarkets (Nakumatt, Uchumi, Naivas & Tusky’s). A sample of 384 customer respondents was interviewed. The study used multiple linear regression analysis in a four step process which established that customer satisfaction significantly affects brand loyalty. The study also shows that customer satisfaction fully mediates the relationship between service quality, brand image, customer perceived value with brand loyalty in leading supermarkets in Kenya. The dimensions of brand Image, service quality and customer perceived value dimensions are antecedent to brand loyalty and are a significant marketing tool for retail stores that wish to enhance the customers repurchase intention and the intention to recommend. A higher level of customer satisfaction leads to brand loyalty which is paramount to being competitive in the marketplace. The study recommends that supermarkets must strive towards increasing customer satisfaction with a view of enhancing brand loyalty and market share retention.
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    Effect of Management Practices on the Financial Performance of Manufacturing Firms in Kenya
    (Journal of Finance and Accounting, 2017) Owino, Edward; Mutunga, Dorothy
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    The Mediation Effects of TQM on the Relationship between Differentiation Strategy and Financial Performance of Manufacturing Firms in Kenya
    (International Journal Of Business & Management, 2017) Wamalwa, Lucy S; Oloko, Margaret A; Owino, Edward
    Firms that adapt Differentiation strategy develop competitive advantage by creating a product or service that is unique or creates the perception in the minds of customers that the firm or its products and services are superior to those of its 'competitors and also possess characteristics that are distinctive from those of its competitor’s. TQM elements; continuous improvement; leadership and Customer-orientation encourage innovation within the organization leading to development of unique products and quality customer service; leadership encourages generation of ideas from employees for solving problems or developing new products while Customer-orientation encourages organizations to search consistently for new customer needs and expectations, so companies can survive in this globally competitive environment. There is strong link between differentiation strategy and TQM. The study aimed to establish the mediation effects of TQM on the relationship between differentiation strategy and financial performance of manufacturing firms in Kenya. The target population for the study was 39 ISO certified, manufacturing firms. The target respondents were the CEO, Strategic managers and Quality Assurance Managers from the 39 ISO certified manufacturing firms a total of 117 respondent. Structural equation modelling (SEM) and multiple Regression analysis were used to analyse the relationships between differentiation strategy, TQM and organization performance. The study finding indicated that TQM partially mediates the relationship between generic strategy and financial performance of manufacturing firms in Kenya.
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    Psychographic Constructs and Consumer Purchase Intention in Kenyan Context
    (European Centre for Research Training and Development (ECRTD), 2020) Kiboro, Grace W; Iravo, Mike; Mbugua, Doris; Owino, Edward
    Competitiveness in the retail sector calls for an understanding of psychographic constructs and their potent drive of consumer purchase intention. The study examined psychographic constructs in terms of the effect of personality on consumer purchase intention in supermarkets and the effect of lifestyle on consumer purchase intention in supermarkets in Nairobi, Kenya. The study was grounded on Freud’s theory of personality and social learning theory of consumer behaviour. Anchoring on a positivist philosophy, a descriptive cross-sectional survey was employed in studying 48 supermarkets. Using quota sampling, a final sample of 384 consumers was drawn from 48 anchor supermarkets under study. Data from the validated questionnaire was subjected to descriptive statistical analysis and multivariate regression analysis. Both personality and lifestyle had a positive and significant effect on consumer purchase intention and therefore the effect of psychographic constructs on consumer purchase intention was significant and positive. The larger effect size of lifestyle meant supermarket managers should pay more attention to attributes of consumer lifestyle
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    Effect Of Intangible Resources On Firm’s Competitive Advantage In The Telecommunication Industry In Kenya
    (2023) Ndirangu, Amos M; Owino, Edward
    The study sought to determine the effect of intangible resources on a firm’s competitive advantage in the telecommunications industry in Kenya. The specific objectives were to evaluate the influence of intellectual property, goodwill, intellectual capital as well as corporate culture on the competitive advantage of telecommunication firms in Kenya. The study utilized an explanatory research design. The study focused on four telecommunication companies in Kenya, which included Safaricom, Airtel, Finserve, and Telkom. The target population was therefore 153 staff working in enterprise business, finance, human resource, and corporate affairs departments in telecommunication companies in Kenya. Slovin's Formula was employed to determine the sample size. This study used stratified random sampling in the selection of the sample size from the target population. The study used primary data, which was collected by the use of semi-structured questionnaires. A pilot test was conducted to test the validity and reliability of the research instrument. The semi-structured questionnaire produced both quantitative and qualitative data. The qualitative data were analyzed using content analysis, and the findings were presented in a narrative form. With the help of SPSS version 24, quantitative data was analyzed using descriptive and inferential statistics. Descriptive statistics comprised of frequency distribution, mean, percentages, and standard deviation. Inferential statistics including correlation as well as multivariate regression analysis then followed. Tables and figures (bar charts as well as pie charts) were employed to present the results. The study found that intellectual property has a positive and significant effect on the competitive advantage of Kenya's telecommunications industry. Moreover, the study found that goodwill has a positive and significant effect on the competitive advantage of Kenya's telecommunications industry. Further, the study found that intellectual capital has a positive and significant effect on the competitive advantage of Kenya's telecommunications industry. The study also found that corporate culture has a positive and significant effect on the competitive advantage of Kenya's telecommunications industry. This study, therefore, recommends that the management of Kenya's telecommunications industry should motivate the employees by rewarding them, acknowledging their achievements, sharing positive feedback, offering flexible scheduling, and providing a conducive working environment to help strengthen the competitive advantage of the organizations. In addition, the management should strive towards recruiting as well as grooming the best team as well as enhance the employees’ skills by conducting regular training, coaching, mentorship, and workshops to get a competitive advantage in the organization. The management should also invest in their employees through promotion, involving employees in writing a mission statement, conducting training programs, motivating the employees through rewards, and creating a feedback culture. In addition, the management should include the invention of products and services in their patents to stop others from copying, manufacturing, selling, or importing their invention without their permission.
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    The Corona Virus Pandemic: Was Africa Caught Flatfooted?
    (International Journal of Development and Economic Sustainability, 2023) Mwanzia, Mary; Owino, Edward; Ntara, Caroline
    Despite an earlier warning about the occurrence of coronavirus in future, the world seems to have been caught by surprise. In particular, Africa did not appear to have the financial readiness to afford vaccines or healthcare for the affected. The World Health Organization (WHO) proclaimed COVID-19 a global health crisis in January 2020. Since its detection in Wuhan, China, the infection moved to Europe, particularly Italy in early March and eventually spread to the rest of the world. However, in Africa, the pandemic could have brought unprecedented damage with ripple effects to economies. From the events following the pandemic, it appeared that Africa was not prepared. This study is structured as a research paper that interrogates the literature and presents the key elements of pandemic preparedness for Africa. The new conceptual model can guide researchers and policymakers in conducting further research for scholarly discourse and practical application.