Browsing by Author "Nkari, Isaac M."

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EFFECT OF SERVICE RELIABILITY ON CUSTOMER LOYALTY TO SUPERMARKETS IN MERU COUNTY, KENYA
(Chuka University, 2022) Nyaga, Janet Wanja; Nkari, Isaac M.; Otiso, Henry
Although supermarkets in Meru have launched quality customer service programs aimed at ensuring customer loyalty to the supermarkets, their effect has not been evaluated. Supermarkets therefore risk losing loyal customers to online and other platforms. Increased interest in service quality is mostly motivated by understanding that the outcome of customer loyalty is as a result of better service quality. The main objective of this study was to investigate the effect of service reliability on customer loyalty to supermarkets. A descriptive research design was adopted. The target population was the 4140 Meru County Government staff who visit the 36 supermarkets in Meru County. A sample of 364 shoppers was picked using simple random sampling technique. The study employed a questionnaire to collect primary data which was collected by the help of a questionnaire. To analyze the data, descriptive statistics was utilized with the help of Statistical Package for Social Sciences (SPSS) Version 26. Multiple linear regression model was employed in analyzing data and the hypotheses was tested at 5% level of significance. The findings of the study were then presented in form of tables, figures and equations. There was a positive significant effect of service reliability on service quality with regression coefficient of 1.153 and a p=0.000. It is anticipated that the findings of the study will help the management of supermarkets to devise strategies geared towards increasing loyalty for the stores and hence increasing their profitability.
Impact of cost Reduction Strategies on Performance of Tea Factories in Embu County, Kenya.
(2014-12) Namu, Nelson Njiru; Kaimba, George K.; Muriithi, D.K.; Nkari, Isaac M.
Kenya’s overall economic and social development is highly dependent on the growth and development of the agriculture sector. Tea as a leading cash crop has made significant contribution to the economy. Tea exports increased by nearly 30 percent in 2010 reaching 441 tonnes valued at USD 1.3 billion. However the tea industry is faced withmyriad challenges that threaten its survival if immediate intervention measures are not put in place. The tea industry is challenged by high cost of labour, farm inputs, energy/fuel, numerous taxes and levies. This study aimed at determining the impact of the cost reduction strategies initiated by various tea factories in Embu County. A total of 18 managers, 40 employees and 225 tea growers were sampled from the targeted population. Data from the respondents was ollected through structured questionnaires. Data collected was analyzed descriptively using frequencies and percentages. The study found that the factories employed cost reduction measures. Some of measures were acknowledged to be applicable at 100%. These were strategies like staffing, technology and energy sources. The results further indicated that considering equal period of time before and after 2006 (when cost reduction strategies were introduced), the results obtained statistically showed that the amount of tea processed was not correlated with cost reduction strategies. This is because the quantity of tea decreased from 191,258,695 kilograms to 189,880,652 kilograms. The rate of annual returns for the farmers increased from a mean of 67.47% to 72.6% which implied that cost reduction measures had a correlation with the annual returns.