Academic Journal of Social Sciences and Education

AGENCY BANKING STRATEGY AND PERFORMANCE OF COMMERCIAL BANKS OF TIER THREE BANKS IN KENYA

Robert Muchiri Kinyua, Prof. Peter Kihara, Dr. Joshua Milui — Sat, 26 Apr 2025 00:00:00 +0000

The performance of commercial banks in Kenya has increasingly been influenced by the adoption and utilization of agency banking, which plays a pivotal role in enhancing operational efficiency, customer engagement, and overall bank performance. This study investigates the influence of agency banking on the performance of tier-three commercial banks in Kenya, focusing specifically on the number of agents, agent network coverage, transaction volume through agents, and agent performance metrics. Grounded in Resource-Based Theory, the Technology Acceptance Model (TAM), Diffusion of Innovations Theory, Bank-Led Theory, and Agency Theory, the research examines how the adoption and integration of agency banking affect key performance indicators. A descriptive research design was used, targeting all 21 tier-three commercial banks in Nairobi City County, with a sample population of 2,123 employees across senior, middle, and operational management. Primary data was collected through structured questionnaires distributed to a purposive sample of 273 employees. Data analysis was conducted using descriptive, diagnostic, and inferential statistical methods with SPSS Version 26.0. The findings revealed that agency banking significantly and positively influenced the organizational performance of tier-three banks in Kenya. The study concludes that enhancing agency banking strategies can improve the operational efficiency of these banks. Recommendations include expanding agent networks, optimizing transaction volumes, and improving agent performance metrics to maximize the potential of agency banking and ensure long-term success.

INFLUENCE OF CUSTOMER ORIENTATIONS ON ORGANIZATIONAL PERFORMANCE OF STAR RATED HOTELS IN KENYA

Vanessa Atieno Aroko, Prof Willy Muturi, Dr. Doris V. Mbugua — Mon, 28 Apr 2025 00:00:00 +0000

This study sought to establish the influence of customer orientation on organizational performance in star-rated hotels in Kenya. The study was guided by the Market Orientation Theory, Relationship Marketing Theory, and the Service-Profit Chain Model. The target population was the 51 four star and five star hotels in Kenya. The target respondents was the 171 managers from various departments at the hotel's under investigation. Primary data was collected and analyzed using both measures of central tendency and the regression analysis. The findings revealed a positive and significant relationship between customer orientation and hotel performance (p>0.05). Based on these findings, the study recommends that hotel managers enhance their customer-oriented strategies by focusing on personalized services, strengthening loyalty programs, and cultivating a customer-centric culture through employee training.

INFLUENCE OF MARKET ORIENTATION ON ORGANIZATIONAL PERFORMANCE OF STAR RATED HOTELS IN KENYA

Vanessa Atieno Aroko, Prof Willy Muturi, Dr Doris V. Mbugua — Tue, 29 Apr 2025 00:00:00 +0000

This study examined the relationship between market orientation and organizational performance in star-rated hotels in Kenya. The study was guided by the Market Orientation Theory, the Resource-Based View (RBV) Theory, and the Dynamic Capabilities Theory. The target population was the 51 four star and five star hotels in Kenya. The target respondents were the 171 managers from various departments at the hotel's under investigation. Primary data was collected and analyzed using both measures of central tendency and the regression analysis. The findings revealed a positive and significant relationship between market orientation and hotel performance (p>0.05). Based on these findings, the study recommended that hotel managers invest in robust market research practices, strengthen their competitive intelligence capabilities, and adopt strategies that focus on customer needs and market dynamics.