Purpose: The paper examines the central issue underpinning the growing international literature and arguments that different ownership types have varying implications for a firm’s CSR engagement. It compliments evolving studies by looking at the effect of state ownership and other types of ownership structures on CSR, specifically in the Nigerian industry. It is argued that the impact of ownership structure on corporate decisions to allocate resources to Corporate Social Responsibility (CSR) has assumed renewed significance in the burgeoning literature of developing economies, given the exigency for corporate executives to allocate firm specific resources to other social objectives that may detract from profit maximization.
Methodology: This paper differs markedly from the methodologies of previous studies which used composite CSR indices. It deconstructs CSR expenditure into five categories – public goods, socially desirable goods, corporate philanthropy, employee relations and environmental conservation – and estimates the effects of government, foreign and institutional ownership on CSR variables controlling for such factors as firm size, return on assets and capital intensity. Using new data on listed Nigerian firms, this paper carries out its empirical investigation with panel data estimation in order to deal with heterogeneity and endogeneity issues.
Findings: The findings of this paper indicate that different ownership structures have varying implications for the five forms of CSR investigated in this study. It reveals that government ownership has no significant effect on CSR expenditure on public goods, corporate philanthropy and environmental conservation. However, it finds that government ownership also significantly influences CSR expenditure on socially desirable goods and employee relations.
Unique contribution to theory, practice and policy:Theoretically, this paper extends the trajectory of CSR discourse to include an elaborate investigation of the impact of ownership structures on CSR practices in all the major sectors of Nigerian economy.The paper argues that its empirical results have several policy implications for good corporate governance practices in Nigeria and other emerging economies. This paper suggests the need to institute incentives schemes and regulatory constraints that would compel government, foreign and institutional ownership to align their incentives with some forms of CSR practices.
{"title":"State Ownership and Corporate Social Responsibility: An Investigation on Nigerian Data","authors":"Cyriacus Elochukwu Okafor","doi":"10.47941/jbsm.1471","DOIUrl":"https://doi.org/10.47941/jbsm.1471","url":null,"abstract":"Purpose: The paper examines the central issue underpinning the growing international literature and arguments that different ownership types have varying implications for a firm’s CSR engagement. It compliments evolving studies by looking at the effect of state ownership and other types of ownership structures on CSR, specifically in the Nigerian industry. It is argued that the impact of ownership structure on corporate decisions to allocate resources to Corporate Social Responsibility (CSR) has assumed renewed significance in the burgeoning literature of developing economies, given the exigency for corporate executives to allocate firm specific resources to other social objectives that may detract from profit maximization.
 Methodology: This paper differs markedly from the methodologies of previous studies which used composite CSR indices. It deconstructs CSR expenditure into five categories – public goods, socially desirable goods, corporate philanthropy, employee relations and environmental conservation – and estimates the effects of government, foreign and institutional ownership on CSR variables controlling for such factors as firm size, return on assets and capital intensity. Using new data on listed Nigerian firms, this paper carries out its empirical investigation with panel data estimation in order to deal with heterogeneity and endogeneity issues.
 Findings: The findings of this paper indicate that different ownership structures have varying implications for the five forms of CSR investigated in this study. It reveals that government ownership has no significant effect on CSR expenditure on public goods, corporate philanthropy and environmental conservation. However, it finds that government ownership also significantly influences CSR expenditure on socially desirable goods and employee relations.
 Unique contribution to theory, practice and policy:Theoretically, this paper extends the trajectory of CSR discourse to include an elaborate investigation of the impact of ownership structures on CSR practices in all the major sectors of Nigerian economy.The paper argues that its empirical results have several policy implications for good corporate governance practices in Nigeria and other emerging economies. This paper suggests the need to institute incentives schemes and regulatory constraints that would compel government, foreign and institutional ownership to align their incentives with some forms of CSR practices.","PeriodicalId":479724,"journal":{"name":"Journal of business and strategic management","volume":"250 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136013937","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Purpose: The purpose of this study was to examine the relationship between customer orientation strategies and customer loyalty among multinational enterprises on ecommerce platforms in Kenya. The study specifically focused establishing the relationship of e-marketing, e-service quality and e-trust on customer loyalty among Multinational Enterprises in Kenya.
Methodology: The research design adapted in this study was descriptive research design. The population comprised of 1378 of ecommerce managers and ecommerce users. The study employed Taro Yamane’s formula to derive a sample of 310 managers. Primary data was collected using questionnaires on a Likert scale of 1-5, based on the three research questions. Statistical Package for Social Sciences (SPSS) software was used to analyze data using mean, standard deviation, frequency distributions, Pearson coefficient of correlation and simple linear regression analysis techniques. The results were then presented in tables and figures.
Findings: In terms of influence of e-marketing on customer loyalty in Multinational Enterprises in Kenya, there was a statistically significant positive relationship between e-marketing and customer loyalty, (r=0.519, p<0.05). Linear regression analysis showed that 27% of variability in customer loyalty was explained by integration of e-marketing, which statistically and significantly had a positive effect on effective customer loyalty R2 = .27, 𝛽=.524, 𝑡= 10.419, 𝑝 < .05). In terms of influence of e-service quality on customer loyalty among Multinational Enterprises in Kenya, there was a statistically significant positive relationship between e-marketing and customer loyalty, (r=0.514, p<0.05). Linear regression analysis showed that 26.5% of variability in customer loyalty was explained by integration of e-service quality, which statistically and significantly had a positive effect on effective customer loyalty R2 = .265, 𝛽=.629, 𝑡= 10.147, 𝑝 < .05). In terms of the influence of e-trust on customer loyalty among Multinational Enterprises in Kenya, there was a statistically significant positive relationship between e-trust and customer loyalty, (r=0.597, p<0.05). Linear regression analysis showed that 35.6% of variability in customer loyalty was explained by integration of e-trust, which statistically and significantly had a positive effect on effective customer loyalty R2 = .356, 𝛽=.707, 𝑡= 12.505, 𝑝 < .05). In conclusion, Jumia uses various technologies to make e-commerce lively to customers.
Unique contribution to theory, practice and policy: The study recommended that Jumia should invest more in personalized and targeted marketing strategies, focus on enhancing their website and mobile app interfaces to make them more user-friendly and intuitive. In addition, Jumia should prioritize building trust with their customers by ensuring the security of their personal and financial information. It is also recommended that for Jumia Kenya should impl
{"title":"Relationship between E-Commerce Strategies and Customer Loyalty among Multinational Enterprises in Kenya: A Case of Jumia","authors":"Michell Ndubi Okwaro, Allan Kihara","doi":"10.47941/jbsm.1472","DOIUrl":"https://doi.org/10.47941/jbsm.1472","url":null,"abstract":"Purpose: The purpose of this study was to examine the relationship between customer orientation strategies and customer loyalty among multinational enterprises on ecommerce platforms in Kenya. The study specifically focused establishing the relationship of e-marketing, e-service quality and e-trust on customer loyalty among Multinational Enterprises in Kenya.
 Methodology: The research design adapted in this study was descriptive research design. The population comprised of 1378 of ecommerce managers and ecommerce users. The study employed Taro Yamane’s formula to derive a sample of 310 managers. Primary data was collected using questionnaires on a Likert scale of 1-5, based on the three research questions. Statistical Package for Social Sciences (SPSS) software was used to analyze data using mean, standard deviation, frequency distributions, Pearson coefficient of correlation and simple linear regression analysis techniques. The results were then presented in tables and figures.
 Findings: In terms of influence of e-marketing on customer loyalty in Multinational Enterprises in Kenya, there was a statistically significant positive relationship between e-marketing and customer loyalty, (r=0.519, p<0.05). Linear regression analysis showed that 27% of variability in customer loyalty was explained by integration of e-marketing, which statistically and significantly had a positive effect on effective customer loyalty R2 = .27, 𝛽=.524, 𝑡= 10.419, 𝑝 < .05). In terms of influence of e-service quality on customer loyalty among Multinational Enterprises in Kenya, there was a statistically significant positive relationship between e-marketing and customer loyalty, (r=0.514, p<0.05). Linear regression analysis showed that 26.5% of variability in customer loyalty was explained by integration of e-service quality, which statistically and significantly had a positive effect on effective customer loyalty R2 = .265, 𝛽=.629, 𝑡= 10.147, 𝑝 < .05). In terms of the influence of e-trust on customer loyalty among Multinational Enterprises in Kenya, there was a statistically significant positive relationship between e-trust and customer loyalty, (r=0.597, p<0.05). Linear regression analysis showed that 35.6% of variability in customer loyalty was explained by integration of e-trust, which statistically and significantly had a positive effect on effective customer loyalty R2 = .356, 𝛽=.707, 𝑡= 12.505, 𝑝 < .05). In conclusion, Jumia uses various technologies to make e-commerce lively to customers.
 Unique contribution to theory, practice and policy: The study recommended that Jumia should invest more in personalized and targeted marketing strategies, focus on enhancing their website and mobile app interfaces to make them more user-friendly and intuitive. In addition, Jumia should prioritize building trust with their customers by ensuring the security of their personal and financial information. It is also recommended that for Jumia Kenya should impl","PeriodicalId":479724,"journal":{"name":"Journal of business and strategic management","volume":"164 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135968356","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Purpose: Employability of persons with disability is rooted in the laws of Kenya, with the disability act of 2003 providing that 5% of all jobs be offered to persons with disability (PwDs). Previous research indicates that access and inclusion of PwDs in the labor force remains a global challenge. The main objective of the study was to determine the relationship between inclusive recruitment strategies and employability of persons with disability in state corporations in Kenya.
Methodology: The scope of the study was limited to state corporations during the financial period 2022/2023. A descriptive survey research design was used and 186 human resource professionals were targeted. Data was collected from 117 respondents, yielding a response rate of 70%. Pilot testing was done before the main study. Data was collected using a semi structured questionnaires. Data was analyzed using both descriptive and inferential statistics.
Findings: The study found, inclusive recruitment strategies positively and significantly influenced employability of PwDs in state corporations in Kenya.
Unique contribution to theory, practice and policy: The study recommends that organizations should ensure that its management are aware of policies governing diversity, equity and inclusion and work towards establishing inclusive hiring metrics. Implementing internal diversity and inclusion recruitment best practices is important thus state parastatals need to create accessible websites, prepare inclusive job descriptions, and organize for inclusive interviews. The study additionally recommends that state corporations pair PwDs with their seniors for mentorship into top management this will increase their representation at management level.
{"title":"Inclusive Recruitment Strategies and Employability of Persons with Disability in State Corporations in Kenya","authors":"Mary Nzasu Musyoka, Joyce Nzulwa","doi":"10.47941/jbsm.1461","DOIUrl":"https://doi.org/10.47941/jbsm.1461","url":null,"abstract":"Purpose: Employability of persons with disability is rooted in the laws of Kenya, with the disability act of 2003 providing that 5% of all jobs be offered to persons with disability (PwDs). Previous research indicates that access and inclusion of PwDs in the labor force remains a global challenge. The main objective of the study was to determine the relationship between inclusive recruitment strategies and employability of persons with disability in state corporations in Kenya.
 Methodology: The scope of the study was limited to state corporations during the financial period 2022/2023. A descriptive survey research design was used and 186 human resource professionals were targeted. Data was collected from 117 respondents, yielding a response rate of 70%. Pilot testing was done before the main study. Data was collected using a semi structured questionnaires. Data was analyzed using both descriptive and inferential statistics.
 Findings: The study found, inclusive recruitment strategies positively and significantly influenced employability of PwDs in state corporations in Kenya.
 Unique contribution to theory, practice and policy: The study recommends that organizations should ensure that its management are aware of policies governing diversity, equity and inclusion and work towards establishing inclusive hiring metrics. Implementing internal diversity and inclusion recruitment best practices is important thus state parastatals need to create accessible websites, prepare inclusive job descriptions, and organize for inclusive interviews. The study additionally recommends that state corporations pair PwDs with their seniors for mentorship into top management this will increase their representation at management level.","PeriodicalId":479724,"journal":{"name":"Journal of business and strategic management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135834683","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Purpose: The study sought to establish how strategic alliances influence performance of firms in the tourism sector in Kenya. The study specifically centred on establishing the influence of technology alliances, marketing alliances, financial alliances and distribution alliances on performance of firms in the tourism sector. The theories anchoring the study comprised of Organizational Learning Theory, Positioning Theory, Resource Dependency Theory and Strategic Behaviour Theory.
Methodology: The study targeted tourism partners comprising of 44 tourist rated hotels, 210 travel agents and 660 tour operators operating in Nairobi County and licensed by Tourism Regulatory Authority. One manager from each of the firm formed the unit of observation. Yamane (1967) sampling formula was employed to develop a sample of 273 respondents. Primary data was collected through questionnaires containing close ended questions. The data collected was analyzed by employing both inferential analysis and descriptive statistics using MS Excel and SPSS software V22. The results and findings of the analysis were presented in form of tables and figures.
Findings: The results established that strategic alliances account for 55.7% of variations on performance of firms in the tourism sector. Additionally, technology alliances, marketing alliances, financial alliances and distribution alliances bears a positive and significant influence on performance of firms in tourism sector operating in Nairobi County, Kenya. This is shown by beta values of 0.486, 0.376, 0.284 and 0.401 and significance values of 0.000, 0.004, 0.011 and 0.000.
Unique contribution to theory, practice and policy: The results bears the implications that increasing either of the independent variable with one unit results to increase in performance levels of the firms with respective beta values. The study recommends the management of firms to enhance practices in technology alliances, marketing alliances, financial alliances and distribution alliances since the practices bear a positive significant influence on performance of the firms.
{"title":"Influence of Strategic Alliances on Performance of Firms in the Tourism Sector in Nairobi County, Kenya","authors":"Maureen Nthenya Musili, Jared Deya","doi":"10.47941/jbsm.1462","DOIUrl":"https://doi.org/10.47941/jbsm.1462","url":null,"abstract":"Purpose: The study sought to establish how strategic alliances influence performance of firms in the tourism sector in Kenya. The study specifically centred on establishing the influence of technology alliances, marketing alliances, financial alliances and distribution alliances on performance of firms in the tourism sector. The theories anchoring the study comprised of Organizational Learning Theory, Positioning Theory, Resource Dependency Theory and Strategic Behaviour Theory.
 Methodology: The study targeted tourism partners comprising of 44 tourist rated hotels, 210 travel agents and 660 tour operators operating in Nairobi County and licensed by Tourism Regulatory Authority. One manager from each of the firm formed the unit of observation. Yamane (1967) sampling formula was employed to develop a sample of 273 respondents. Primary data was collected through questionnaires containing close ended questions. The data collected was analyzed by employing both inferential analysis and descriptive statistics using MS Excel and SPSS software V22. The results and findings of the analysis were presented in form of tables and figures.
 Findings: The results established that strategic alliances account for 55.7% of variations on performance of firms in the tourism sector. Additionally, technology alliances, marketing alliances, financial alliances and distribution alliances bears a positive and significant influence on performance of firms in tourism sector operating in Nairobi County, Kenya. This is shown by beta values of 0.486, 0.376, 0.284 and 0.401 and significance values of 0.000, 0.004, 0.011 and 0.000.
 Unique contribution to theory, practice and policy: The results bears the implications that increasing either of the independent variable with one unit results to increase in performance levels of the firms with respective beta values. The study recommends the management of firms to enhance practices in technology alliances, marketing alliances, financial alliances and distribution alliances since the practices bear a positive significant influence on performance of the firms.","PeriodicalId":479724,"journal":{"name":"Journal of business and strategic management","volume":"82 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135833724","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Purpose: This study examined the relationship between the functionality of farmers’ stores and LED initiatives. Specifically, the study determined the effect of farmers’ stores functionality on resource mobilisation; assessed the contribution of farmers’ stores functionality on resource management; and assessed the effect of farmers’ stores functionality on resource utilisation.
Methodology: The study adopted a cross-sectional study design, which employed a mixed methods approach of both quantitative and qualitative methods. The study population consisted of 322 respondents, which involved both political leaders and civil servants of Aber Sub County in addition to members of the farmers’ groups. Both the Simple random sampling technique and purposive sampling technique were used to select a sample of 177 participants. The researcher adopted Self-Administered Questionnaires to collect quantitative data and an interview guide to collect qualitative data. Both descriptive statistics (mean, and standard deviation), and inferential statistics (correlation and regression) were used to analyse numerical data. Content analysis was used to analyse qualitative data.
Findings: The findings revealed a statistically significant positive relationship between functionality of farmers’ stores and LED initiatives. The functionality of farmers’ stores yielded a significant effect on resource mobilisation, resource management and resource utilisation. It was concluded that the functionality of farmers’ stores significantly affects LED initiatives in Aber Sub County, Oyam district.
Unique Contributions to Theory, Policy and Practice: It is recommended that the production and agricultural department of Oyam district local government strengthens the capacity of farmer groups by training them on activities such as value addition and financial management so that they can be in position to mobilise more financial resources. This study contributes an original and empirical-evidence of the functionality of farmers’ stores towards LED initiatives in Uganda.
{"title":"Functionality of Farmers’ Stores and Local Economic Development Initiatives in Oyam District: A Case of Aber Sub-County","authors":"Emmanuel Clement Otim, David Mwesigwa","doi":"10.47941/jbsm.1444","DOIUrl":"https://doi.org/10.47941/jbsm.1444","url":null,"abstract":"Purpose: This study examined the relationship between the functionality of farmers’ stores and LED initiatives. Specifically, the study determined the effect of farmers’ stores functionality on resource mobilisation; assessed the contribution of farmers’ stores functionality on resource management; and assessed the effect of farmers’ stores functionality on resource utilisation.
 Methodology: The study adopted a cross-sectional study design, which employed a mixed methods approach of both quantitative and qualitative methods. The study population consisted of 322 respondents, which involved both political leaders and civil servants of Aber Sub County in addition to members of the farmers’ groups. Both the Simple random sampling technique and purposive sampling technique were used to select a sample of 177 participants. The researcher adopted Self-Administered Questionnaires to collect quantitative data and an interview guide to collect qualitative data. Both descriptive statistics (mean, and standard deviation), and inferential statistics (correlation and regression) were used to analyse numerical data. Content analysis was used to analyse qualitative data.
 Findings: The findings revealed a statistically significant positive relationship between functionality of farmers’ stores and LED initiatives. The functionality of farmers’ stores yielded a significant effect on resource mobilisation, resource management and resource utilisation. It was concluded that the functionality of farmers’ stores significantly affects LED initiatives in Aber Sub County, Oyam district.
 Unique Contributions to Theory, Policy and Practice: It is recommended that the production and agricultural department of Oyam district local government strengthens the capacity of farmer groups by training them on activities such as value addition and financial management so that they can be in position to mobilise more financial resources. This study contributes an original and empirical-evidence of the functionality of farmers’ stores towards LED initiatives in Uganda.","PeriodicalId":479724,"journal":{"name":"Journal of business and strategic management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135014280","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Purpose: The purpose of this research is to investigate the adoption of agile methodologies in the context of product management and assess their impact on product development processes, organizational culture, and overall business performance. The study aims to provide valuable insights into the challenges, benefits, and best practices associated with implementing agile practices in product management, ultimately contributing to the enhancement of product management strategies in contemporary organizations.
Methodology: Descriptive research enables the exploration of various variables, such as organizational size, industry, and cultural factors, which may influence the adoption of Agile. It allows for an in-depth analysis of these characteristics and their impact on Agile practices. Thematic analysis serves as a robust method for uncovering insights and patterns within qualitative data, allowing for a nuanced exploration of the adoption of agile methodologies in the realm of product management. It provides a systematic and transparent approach to data analysis, enabling the research to contribute valuable findings to the field.
Findings: Identification of common obstacles and challenges faced by organizations during Agile adoption, such as resistance to change, cultural alignment, and scaling Agile beyond individual teams. Recognition of the benefits of Agile, including increased product innovation, faster time-to-market, improved customer satisfaction, and enhanced adaptability to changing market conditions. Exploration of the concept of hybrid product administration systems is highlighting the advantages and disadvantages of combining Agile and traditional methodologies. The examination of the impact of Agile on fostering creativity and innovation within product development teams is done.
Unique contribution to theory, practice, and policy: The study enriches the theoretical understanding of agile implementation models, hybrid systems, and the relationship between agile practices and creativity within teams. It provides a foundation for further theoretical exploration in the field. The research offers practical recommendations for organizations seeking to adopt agile methodologies in product management, providing insights into overcoming challenges, achieving a balance in hybrid systems, and fostering a culture of collaboration and creativity. The findings have potential policy implications for regulatory bodies and governments interested in promoting agile adoption. The research suggests the need for industry-specific guidelines and government support to facilitate agile implementation and innovation.
{"title":"Agile Methodologies for Improved Product Management","authors":"Sunil Chahal","doi":"10.47941/jbsm.1439","DOIUrl":"https://doi.org/10.47941/jbsm.1439","url":null,"abstract":"Purpose: The purpose of this research is to investigate the adoption of agile methodologies in the context of product management and assess their impact on product development processes, organizational culture, and overall business performance. The study aims to provide valuable insights into the challenges, benefits, and best practices associated with implementing agile practices in product management, ultimately contributing to the enhancement of product management strategies in contemporary organizations.
 Methodology: Descriptive research enables the exploration of various variables, such as organizational size, industry, and cultural factors, which may influence the adoption of Agile. It allows for an in-depth analysis of these characteristics and their impact on Agile practices. Thematic analysis serves as a robust method for uncovering insights and patterns within qualitative data, allowing for a nuanced exploration of the adoption of agile methodologies in the realm of product management. It provides a systematic and transparent approach to data analysis, enabling the research to contribute valuable findings to the field.
 Findings: Identification of common obstacles and challenges faced by organizations during Agile adoption, such as resistance to change, cultural alignment, and scaling Agile beyond individual teams. Recognition of the benefits of Agile, including increased product innovation, faster time-to-market, improved customer satisfaction, and enhanced adaptability to changing market conditions. Exploration of the concept of hybrid product administration systems is highlighting the advantages and disadvantages of combining Agile and traditional methodologies. The examination of the impact of Agile on fostering creativity and innovation within product development teams is done.
 Unique contribution to theory, practice, and policy: The study enriches the theoretical understanding of agile implementation models, hybrid systems, and the relationship between agile practices and creativity within teams. It provides a foundation for further theoretical exploration in the field. The research offers practical recommendations for organizations seeking to adopt agile methodologies in product management, providing insights into overcoming challenges, achieving a balance in hybrid systems, and fostering a culture of collaboration and creativity. The findings have potential policy implications for regulatory bodies and governments interested in promoting agile adoption. The research suggests the need for industry-specific guidelines and government support to facilitate agile implementation and innovation.","PeriodicalId":479724,"journal":{"name":"Journal of business and strategic management","volume":"13 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135307096","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Purpose: Service quality and customer satisfaction are very important concepts that companies must understand if they are to grow and remain competitive in the business environment. Service and product quality is considered to be very critical to any modern business because it contributes to higher customer’s satisfaction. The purpose of this study was to find out the implication of service and product quality on consumers’ satisfaction, particular focus was placed on variables like responsiveness, reliability, empathy and how they affect consumers’ satisfaction.
Methodology: To accomplish this task both quantitative and qualitative research approaches were applied. A sample of 150 respondents was selected from the customers of UBa ventures PLC Bambili using a simple random sampling technique. Questionnaire was the main instrument for data collection for the study. The data collected was analyzed using both descriptive and inferential statistics. The ordinary least square (OLS) was use to verify the
Findings: We observed that, responsiveness, reliability has a positive effect and empathy has a negative effect in predicting customer satisfaction. From the finding, the results also reveal an interesting relationship between service and product quality on customer satisfaction. We observe that all the indicators of service and product quality have significant effect on customer satisfaction, thus this findings can help organization gain competitive advantage by improving their service and product quality in terms of reliability, responsiveness and empathy
Unique Contribution to Theory, Policy and Practice: It was recommended that, hospitality industries should create a complaint desk where customers can register their complaints and a systematic procedure to handle customer’s complaints. Also, proper explanation and use of a well understood language is vital for effective communication of employees. Management should put in place strict guidelines to be followed while dealing with customer’s complaints to be satisfactorily handled and thus increase the level of customer satisfaction.
{"title":"The Influence of Service and Product Quality on Customer Satisfaction: A Study of UBA-Ventures PLC Bambili, Cameroon","authors":"Nyamka Kibebsii, Bime Egwu, Chiatoh Ntangti","doi":"10.47941/jbsm.1376","DOIUrl":"https://doi.org/10.47941/jbsm.1376","url":null,"abstract":"Purpose: Service quality and customer satisfaction are very important concepts that companies must understand if they are to grow and remain competitive in the business environment. Service and product quality is considered to be very critical to any modern business because it contributes to higher customer’s satisfaction. The purpose of this study was to find out the implication of service and product quality on consumers’ satisfaction, particular focus was placed on variables like responsiveness, reliability, empathy and how they affect consumers’ satisfaction.
 Methodology: To accomplish this task both quantitative and qualitative research approaches were applied. A sample of 150 respondents was selected from the customers of UBa ventures PLC Bambili using a simple random sampling technique. Questionnaire was the main instrument for data collection for the study. The data collected was analyzed using both descriptive and inferential statistics. The ordinary least square (OLS) was use to verify the
 Findings: We observed that, responsiveness, reliability has a positive effect and empathy has a negative effect in predicting customer satisfaction. From the finding, the results also reveal an interesting relationship between service and product quality on customer satisfaction. We observe that all the indicators of service and product quality have significant effect on customer satisfaction, thus this findings can help organization gain competitive advantage by improving their service and product quality in terms of reliability, responsiveness and empathy
 Unique Contribution to Theory, Policy and Practice: It was recommended that, hospitality industries should create a complaint desk where customers can register their complaints and a systematic procedure to handle customer’s complaints. Also, proper explanation and use of a well understood language is vital for effective communication of employees. Management should put in place strict guidelines to be followed while dealing with customer’s complaints to be satisfactorily handled and thus increase the level of customer satisfaction.","PeriodicalId":479724,"journal":{"name":"Journal of business and strategic management","volume":"15 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-08-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135064446","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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