The aim of this study was to investigate factors influencing consumer buying decision towards selected fast moving consumer goods (FMCG) in Nairobi. Quantitative approach along with explanatory research design was applied. The study was conducted on consumer of laundry detergent in Nairobi. A sample of 385 respondents was taken through convenience no probability sampling method, of which a total of 288 valid responses were obtained and used for the analysis. Structured self-administered questionnaire was used to collect the primary data and using SPSS 20.0, both descriptive and inferential analyses were conducted for correlation and multiple linear regression analysis to attain the intended objectives. The Finding indicates that product quality, price, availability, advertisement and brand awareness significantly influence buying decision of consumers in Nairobi, but, product quality, price and availability were the most significant and the demographic profile of shoppers indicates that the market is highly dominated by the purchasing decisions of females within the households in Nairobi plus Retailer's recommendation, friend and family as well as exposure to brands in shops have been identified as the most important sources of information. An important implication for marketers is the development of marketing strategies based on the right knowledge of the decision maker and shopper. Results also give direction for companies and marketers of such products to give attention to consumer’s behavior to be successful.

global workplace is rapidly evolving due to technological advancements, economic expansion, and unprecedented events, leading to increased concerns about employee turnover in multinational corporations (MNCs). This study examined the impact of age, gender, and ethnic diversity on employee retention intention within manufacturing-based MNCs in Kenya, aiming to address gaps in existing research and provide insights for enhancing retention strategies. The primary objectives included examining the age diversity's effects on staff retention intention within multinational corporations in Kenya, examining the impact of ethnic diversity on employee retention intention among multinational firms in Kenya, as well as the role of gender diversity on employee retention intention in these corporations. Sample survey research design was the type of research design used. The study's population consisted of 38 manufacturing-based MNCs in Kenya. The research distributed questionnaires and the analysis used descriptive and multiple regression This study was guided by the Reasoned Action Theory and the Social Identity Theory. One hundred and seventy workers were given questionnaires for the survey, and SPSS version 22 was used to do multiple regression analysis. The overall significance of the regression model was determined, as anticipated. Findings revealed positive perceptions of age diversity, with significant correlations between age diversity and retention intention, emphasizing the importance of inclusive practices for retaining employees. Similarly, positive perceptions of gender diversity and its strong correlation with retention intention highlight the need for gender-inclusive policies and decision-making processes. Ethnic diversity also positively influences retention intention, despite challenges related to cultural conflicts and disparities in career opportunities based on ethnicity. Effective diversity management is crucial for enhancing employee retention within multinationalcorporations in Kenya. Strategiessuch as ensuring balanced age distribution, promoting gender equality, and addressing cultural conflicts can strengthen retention efforts and contribute to organizational success. The study underscores the importance of fostering inclusive environments that value age, gender, and ethnic diversity for long-term growth and sustainability. Policymakers should develop comprehensive diversity and inclusion programs addressing age and ethnicity disparities, while management should foster gender equality and communication to create inclusive cultures. Continued research on workplace diversity and employee retention is recommended to explore additional insights and strategies for enhancing organizational performance and employee satisfaction.

An ATM card is a payment card that helps facilitate a financial transaction by deducting money directly from a consumer’s account to make the payment. Customers who use ATM cards frequently are more likely to spend more money than customers who use their cards rarely. This affects customers saving culture and this is a common problem for ATM card users. The main purpose of this thesis is to explore the effect of an ATM card on customers saving culture. It also assessed whether there is a link between being an active ATM Card user and spending of money. It further explored the contribution banks make towards the saving culture of customers through the facilitation of how ATM Cards are being utilised by the customer. The setting for the research was the Bank of Abyssinia and its selected five branches; the branches are chosen as they are identified as having a significant amount of active ATM Cards users. The study has applied a quantitative approach to address the aforementioned points of research. The finding of the study is that indeed there is a strong relationship between the use of an ATM Card and spending of money. Plus, the result also showed us that an ATM card affects customers saving culture. And banks contribution has a paramount effect on saving culture of customers. Finally, the study recommended Bank of Abyssinia to send an Alert/SMS message for every ATM card transaction, implement immediate deduction of account to make the customer feel the pain of payment, separation of ATM account & saving account is recommened and at last bank of Abyssinia should have to enable customers to choose their withdrawal limit by themselves.

The aim of this study is to assess complaint handling practice of Co-operative Bank of Kenya. The population of the study consisted of two branches customers of Co-operative Bank of Kenya Nairobi Region and employee of Co-operative Bank of Kenya in the branches. The study uses convenient sampling technique to select the target population for questionnaire. Quantitative data were gathered through questionnaire. 199 questionnaires was distributed and 175 questionnaires have been collected, Statistical Package for Social Science (SPSS 20) software, were used to examine the data and achieve its objectives. The collected data was analyzed through descriptive statistics such as percentage, frequency; means and Standard Deviation was applied. Finally, the research finding identified the main source of complaints, assure the bank recruitment and training delivery for complaint officer are not good and enough. In addition, the bank recording keeping process of the bank was not good. Based on the findings, the study recommended that management of Co-operative Bank of Kenya better to identify the frequent sources of complaints, to give attention to hiring and assigning the necessary staff for complaint handling and to improve the recode keeping and develop a complaint recording system.

This research investigates "THE EFFECT OF ETHICAL STANDARDS ON CUSTOMER SERVICE QUALITY: THE CASE OF NIB INTERNATIONAL BANK." ethical standard refers to a set of principles or guidelines that define what is considered morally right and wrong within a specific context. Customer service quality refers to the overall experience a customer has when interacting with a company's representatives across various touch points. To achieve the objectives of this study, data was collected through questionnaire from a sample of 432 customer of the bank. The data was gathered using questionnaires in order to meet the study's objectives. The selection of these respondents was done by random sampling. Multiple regression analysis, correlation, mean, standard deviation, and other statistical methods were used to examine the data gathered from the questionnaire. The results of this study have showed that, except transparency the other three ethical standards dimensions (Honesty, Confidentiality and Accountability) have positive and significant relationship with customer service quality. The result of this study also indicates that customers were most satisfied with the Accountability of the Nib staff. On the other hand, customers were less satisfied with transparency of the ethical dimension. Furthermore, the ethical standard dimensions (Honesty, Confidentiality, Transparency and Accountability) significantly explain 71.1% of the variations in customer service quality in Nib International Bank S.C. Based on the findings the researcher have recommended new and additional points to foster the effectiveness of this ethical standards in pursuing good quality of service given.

the current business environment, banking industry is facing a lot of challenges particularly getting the right employees and retaining them. This is because reward and employee performance is core factor in which mangers should keen in order to meet the targets of the organization. Reward exists in order to motivate employees to work towards achieving employee performance.This study examines the effects reward towards employee performance.223 questionnaires were distributed to the sample respondents who are located in Addis Ababa. Of the total distributed questionnaires 210 usable questionnaires were returned.Hypotheses were developed to see the effect of all the independent variables (pay/salary, benefit, promotion, training, recognition, and working condition) on the dependent variable (Employee Performance).It is a quantitative study. Descriptive statistics and frequencies were utilized to analyze the data. Interpretation is made on mean, frequency, and percentage. The result are investigated in terms descriptive followed by, inter correlation using Pearson’s product correlation to test the interdependency and also multiple regression analysis were used to showthe magnitude and direction each independent variables influence the dependent variables with the aid of statistical package(SPSS)version 20. The finding obtained indicated that rewards dimensions have positive influence in employee performance. Furthermore, it provided suggestions to overcome the problems to improve employee performance.LIB must clearly communicate its rewards policy and procedure to its employee. Even though the company rewards system mainly consist of financial reward, adjustment must be done on the rewards system since the majority of the respondents were not satisfied. Finally LIB should include both financial and non-financial reward with appropriate mix. Key words; reward, pay/salary, benefits, recognition, work condition, promotion, training, employee performa

Industrial disharmony is a worldwide phenomenon which affects all professions and all cadres. In Kenya several sectors have been affected by industrial disharmony, but it is quite common in the health sector. It is an almost intractable problem in the Kenyan health sector and almost every year there are strikes by one profession or the other within this sector. The strikes usually affect the secondary and tertiary tiers of healthcare. This qualitative study set out to analyze the cause, effect, and the impact of industrial disharmony/crises on the health sector, the government, and the people of Kenya. A careful scientific search of the literature (both in print and online), newspapers, Government and Labour organization publications on the subject were collated and studied to understand the problem of industrial crises and how to proffer solutions to reduce or eliminate these incessant strikes in the Kenyan health sector. It was demonstrated that the main cause of the disharmony was poor remuneration/delayed or unpaid wages, poor healthcare funding, poor work environment, deficient healthcare infrastructure, inadequate and underfunded training, inter-professional rivalry and non fulfilment of government agreements/commitments. These led to poor job satisfaction, poor healthcare worker attitude, brain drain and loss of public’s confidence in the public health sector. These in turn led to poor health indices which influence the health and strength of the national workforce. Ways to reduce these strikes include improved healthcare funding, better training opportunities, collaboration/dialogue amongst the various professions in the health sector and firm commitment of government to fulfill past agreements and commitments willingly entered. Collective bargaining is a tool to be effectively used to carry workers along and get the best for them.

The purpose of this study was to examine the mediating effect of customer satisfaction on the relationship of service quality and customer loyalty in the case of commercial bank of Tefera Degfe branch. Explanatory design was employed in this study. Total samples of 118 respondents were drawn out of 135 total populations for the study. SERVEQUAL model was adapted as the conceptual framework for analysis. Data were collected through structured questionnaire. Data were analyzed through descriptive statistics, narrative and regression analyses. The results indicated that customer satisfaction mediates the relationship between service quality and customer loyalty. All the five dimensions of service quality had significant, positive effect on the customer loyalty.It is observed that customers were most satisfied with tangibility dimension of service quality followed by assurance. The finding from the correlation result reveals that there is a positive and significant relationship between the service quality dimensions, customer satisfaction and customer loyalty. Overall service quality dimensions regressed with dependent variable customer satisfaction and customer loyalty results revealed in the model summery R² = .330 and .314 respectively. It implies that 33 % of variation in customer satisfaction and 31.4 % of the variation in customer loyalty is explained by independent variable service quality dimensions. Finally, the researcher recommend to the bank that in our current environment services preference of customers and their demands keeps on changing at a rapid speed and the bank should operate proactively in meeting its customers’ needs and preferences. So that bank managers develop and implement customer-oriented service strategies to identify customers’ needs and expectations in order to serve them better.

While under taking this study the general objectives of this paper is to assess conflict and conflict generating factors and suggest some of the solution methods as it is practiced in particular reference of EthioTelecom. More specifically, the aim of the study would be: To identify the type and source of conflict in Telecom. To examine the effect of conflict on individual, group and organization performance. To investigate techniques that is used to manage or stimulate conflict in organization. To investigate the extent to which management and employees understand conflict and how they react to it. To examine the significant of conflict management, employees and organizational in general. To identify functional and dysfunctional conflict in organization.

The study conducted titled, contribution of Harambee Youth Employment Accelerators to employment opportunities of youth in Kenya. A case of Harambee (2018 -2023). The study’s objective were to analyze the level of youth participation in Harambee youth employment accelerators, to examine the extent to which Harambee youth employment accelerators contribute to Kenyan youth employment, to identify the challenges that Harambee youth employment acceleratorsface in achieving their objectives effectively and to develop effective strategies to overcome the challenges encountered by Harambee youth employment accelerators. In conducting the study, the researcher employed a mixture of qualitative and qualitative research design. Interview, questionnaire, and documentation were used in data collection, simple random sampling technique were used in sampling while descriptive statistics analysis were used in data analysis. The study finds that Harambee employment accelerators provides access to mentorship and coaching and increase the confidence and self-esteem of participants and improve chance of getting job and help to connect with job opportunities. And the study finds the challeges faced by Harambee are lack of sufficient funds, and struggle to reach and engage with marginalized youth effectively. The study recommends that Harambee should embrace the technology and online training and reach more to the margninalized community in rural areas.