Effect of Recruitment and Selection Practices on Job Satisfaction of Security Personnel in Public Secondary Schools in Baringo County, Kenya (Published)
Security officers are part of the non-teaching staff in schools and school managers expect them to be productive, dedicated, disciplined and committed to their work. Studies carried out in other countries have revealed that human resource management practices have profound effects on the job satisfaction of security personnel. Therefore, the purpose of this study was to examine the effect of human resource management practices on the job satisfaction of security personnel in public secondary schools in Baringo County, Kenya. This paper presents and discusses the research findings on the effect of recruitment and selection practices on job satisfaction of security personnel in public secondary schools in Baringo County. It targeted 508 security personnel and 169 principals in public secondary schools in Baringo County. Slovin’s formula was used to get the sample of 224 security personnel. Random sampling technique was used to select 10% of the school principals to participate in the study. A questionnaire and an interview guide were used to collect data. These research tools were validated and then tested for reliability. Cronbach Alpha was used to test reliability. The reliability of the instrument was 0.788, which was above the 0.70 threshold of acceptable reliability. Qualitative data was analysed thematically based on the objectives. Quantitative data was collected and analysed by use of both descriptive (means, percentages as well as frequencies) and inferential statistics. The inferential statistics comprised Pearson product moment correlation and multiple linear regression. The results from the research revealed that recruitment and selection practices (β2=0.322, p<0.05) had significant effect on security personnel’s job satisfaction. Therefore, recruitment and selection practices were found to be major predictors of job satisfaction. The researcher concluded that the Recruitment and selection practices were significant determinants of security personnel’s job satisfaction. It is therefore recommended that school Boards of Management should clarify the requisite skills and qualification for security personnel. They should advertise vacancies for security jobs and avoid recruiting personnel only from the school neighbourhood. They should ensure they select the right candidates for the right job.
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.
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.