Customer relationship management (CRM) in the banking sector is concerned with maintenance and optimization of long lasting valuable relationships with customers. Globally, CRM has been applied in the banking sector to enhance customer satisfaction which increases competitiveness, customer retention, loyalty and profitability. The greatest challenge in the banking industry is maintaining relationships with customers of different age sets, gender and income levels which impact negatively on customer satisfaction and performance. The objective of this study was to establish the moderating effect of demographics (age, gender, income level) on the relationship between CRM and satisfaction of commercial banks account holders in Kenya. The target population was 28,324,334 account holders from commercial banks in Kenya out of which a sample of 400 respondents was used. The study used both descriptive and explanatory research design. Primary data was collected using multi-stage sampling technique. For data analysis, stepwise multiple linear regression was used. This study established a significant and positive moderating relationship explaining; age (R 2 =56.9%), gender (R 2 =62.3%) and income level (54.6%) variation in satisfaction of account holders. This study concluded that age, gender and income have a positive and statistically significant moderating effect on the relationship between CRM and satisfaction of account holders in Kenya. Based on the findings, this study recommends that commercial banks should develop CRM strategies that minimize account holder dissatisfaction and maximize satisfaction with their services based on age, gender and income level. The study further suggests that similar studies be carried out in other service industries to further validate the study proposition.

This study focused on measuring farm level technical efficiency among smallholder Irish potato farmers in Molo Sub County and its determinants. Descriptive research design was applied. Cross-sectional data was collected through multistage sampling from smallholder Irish potato farmers located in Molo Sub County from April to June 2019. A Stochastic frontier approach assuming a Cobb-Douglas production function was adopted to analyze the level of technical efficiency and explain variations in this technical efficiency across farmers and estimation was done by applying the maximum likelihood method. Mean technical efficiency was 70.7%. The statistically significant variables with respect to the farm inputs were land (0.262), seed (0.629), fertilizer (-0.299) and fungicide (0.131) variables respectively. However, fertilizer variable had negative effects on Irish potato production. Education (-0.061), gender (-0.262), access to extension services (-0.078) and farmer group (-0.217) variables were significant and influenced technical inefficiency negatively.Increase in smallholder farmers’ literacy level, accessibility to extension services and farmer groups may improve Irish potato production technical efficiency. However, gender contribution towards Irish potato production technical efficiency needs a deeper understanding.

Customer satisfaction is a dynamic parameter for measuring business organizational success. As a modern measure for service quality, it ensures investment in development of customer focused management strategies such as value based CRM. Globally, value based CRM has been applied in the banking sector to enhance service quality and the resultant customer satisfaction which increases competitiveness, customer retention, loyalty and profitability. Despite implementation of value based CRM programs by commercial banks to increase satisfaction of account holders, customers continue to be dissatisfied with banking services. Customized services, personalized communication and complainant management are value based challenges that commercial banks have to manage in order to remain profitable and competitive. The specific objective of this study was to establish the effect of value based CRM on satisfaction of commercial banks account holders in Kenya. This study covered all commercial banks registered by Central Bank of Kenya and focused on headquarters of the banks. A sample of 400 respondents was selected from a target population of 28,324,334 account holders. This study used multiple regression analysis to establish the relationship between study variables. The study established that value based CRM had a significant positive linear relationship explaining 40.9% (R 2 = 0.409) variation in satisfaction of commercial banks account holders in Kenya. Based on the findings, the study recommends that commercial banks should invest more in value based CRM strategies such as customized products and services, personalized communication and complaint management because they have a significant effect on account holder satisfaction. This study, further recommends that commercial banks should address value based CRM challenges relating to service customization, personalized communication and complaint handling which significantly affect satisfaction with banking services and profitability.

The objective of this study was to establish the effect of technology based Customer Relationship Management (CRM) on satisfaction of commercial banks account holders in Kenya. The study adopted a cross-sectional research design involving descriptive and explanatory research techniques. The target population was 34,649,583 account holders out of which a sample of 400 respondents were selected using mixed sampling techniques. Data was collected using a questionnaire and analyzed using both descriptive and inferential statistics. Simple linear regression was conducted to assess the relationship between technology based CRM and account holder satisfaction. The study established that technology based CRM had a statistically significant effect on satisfaction of commercial banks account holders. The study recommends that commercial banks management should consider technology based CRM dimensions when developing strategies because they have a significant effect on account holder satisfaction with commercial banking services. Commercial banks in Kenya and the central bank can use the findings of this study to formulate technology based CRM policies that enhance service delivery, customer satisfaction and performance. To increase the level of generalization and objectivity, future studies should be carried out in other service industries such as insurance, airlines and medical services using additional variables and a different design such as time series.

Increase in global competition, ever-changing technologies and unstable business environment as a result of globalization, market liberalization and Covid 19 impact on businesses, have made firms search for other means of survival and growth. Food and beverage manufacturing enterprises are also experiencing these challenges. This is demonstrated by the decrease in contribution to GDP, ranging from 13.6% in the early 1990s to 7.6% in 2020, thereby raising doubt on whether the sector is capable to meet the goals of Vision 2030. Different studies around the world have suggested the adoption of entrepreneurial practices as part of the solution. However, the findings of these studies have been inconclusive. The objective of this study was to establish the influence of Innovativeness on performance of food and beverage manufacturing enterprises in Nairobi City County. Descriptive survey research design was adopted. The target population was one hundred and thirty-eight food and beverage manufacturing firms registered under KAM by 2020. A census was conducted and data was obtained using a questionnaire. Data was analyzed using simple and multiple regression analysis with the help of SPSS version 25.0. Hypothesis was tested using t-statistic at 5% significance level. The study found that innovativeness had a positive influence on performance (regression coefficient 0.446, p-value of 0.000). The study recommends that firms should assess their ability to embrace new ideas and processes that will lead to development of new products, services, markets or technologies. Innovativeness plays an essential role in doing away with challenges associated with businesses.