Purpose -Service quality and relative performance of public universities in East Africa. Design/methodology/approach -Exploratory survey of three public universities in East African countries namely Moi, Makerere and Dar es salaam universities from three East African countries of Kenya, Uganda and Tanzania, respectively. Student perceptions are elicited on service quality and relative performance. Comparative analysis is done. A sample size of 450 respondents from a target population of 450,000 is derived using a multistage sampling technique. Structured questionnaire is used to extract both nominal and ordinal data, the latter utilizing items anchored on a five-point Likert scale. Modified SERVQUAL and performance were standardized. Descriptive, oneway ANOVA, factor analysis, Pearson product moment correlation and multiple regression was used to analyze the data. Findings -Modified SERVQUAL dimensions were confirmed, centrality of tangibility and reliability established, while importance of responsiveness was disapproved. Relative variation in service quality and relative performance across three countries universities was found to be significant. Finally significant effect of service quality on performance of universities was also established. Research limitations/implications -Service quality and relative performance in higher education could be subjected to international verification and evaluation at the risk of cultural and contextual bias. Practical implications -The paper provides insights on the relative importance of service quality dimensions and their effects on relative performance. This guides practitioners on prioritization of the service quality dimension that are central to relative performance. Social implications -Knowledge of the key dimensions of service quality that are central to relative performance and their variation across institutional contexts guides institutions of higher education in fulfilling their social responsibility to customers by meeting their expectations in service quality. Originality/value -The value of this paper lies in the application of SERVQUAL model to higher education in an international context. Evaluation of link between service quality and relative performance, and also examining variation across universities under unique cultural and contextual situations.

Purpose The purpose of this paper is to determine the effect of leader personality traits on employee job satisfaction. A leader personality trait on employee job satisfaction remains a cause of concern in the contemporary business environment. Design/methodology/approach The study employed an explanatory research design to establish the cause-effects between leader personality traits and employee job satisfaction. Path goal theory and Big Five-factor model of personality traits underpinned the study. Questionnaire was used to obtain data pertaining to the model’s constructs. A multiple regression equation model tested the hypotheses. Findings The study showed that leader extraversion; openness to new experiences; emotional stability; conscientiousness and agreeableness have significant effects on employee job satisfaction. The study thus concluded that leaders who portray extraversion; openness to new experiences; emotional stability; conscientiousness and agreeableness enhance employee job satisfaction. Research limitations/implications This study was only limited to leader personality traits and employee job satisfaction; as such further research area could be undertaken in leader personality traits and organizational adaptation to change. Practical implications Leaders need to communicate to employees effectively, listen to their input and feedback, mentoring and empowering them, be innovative and creative, embracing the determination of standards for task performance and be empathetic. Social implications As organizations are exposed to changes, not only to prosper but also to survive in the current dynamic changing environment, leaders must be cognizant of the fact that employee job satisfaction is the bedrock of sustainable organizational performance. Originality/value The paper enhances on how leader personality traits (Big Five-factor model of personality traits) affects employee job satisfaction and performance in organizations.

PurposeThe purpose of this paper is to explore and espouse employee corporate social responsibility (CSR) practices in classified hotels in the coastal region of Kenya, then to evaluate perceived job satisfaction, employee turnover/retention and organizational commitment by employees and explore any inherent paradox in the employee perceptions on both employee CSR practices and the job‐related outcomes in the African context.Design/methodology/approachThe paper is based on an exploratory survey that targeted a population of 5,595 hotel employees from 20 selected classified hotels. A sample size of 699 employees was systematically selected and data collected using a structured questionnaire anchored on a five‐point Likert scale. The instrument was evaluated for internal consistency and subjected to principal component analysis to explore extant dimensions.FindingsThough initially employee CSR practices by the hotel enterprises were defined by four dimensions, while employee job satisfaction‐related outcomes were defined by three dimensions, principal component analysis revealed six dimensions of the employee CSR practices and four dimensions of the job‐related outcomes. This paper, therefore, identifies and discusses the inherent paradoxes of employee job satisfaction, employee commitment and employee retention as revealed by the study.Originality/valueInternal social responsibility practices among enterprises in Africa, has relatively been downplayed by government, respective enterprise management and scholars.

Purpose This paper aims to determine the effect of intrinsically motivating idiosyncratic deals (I-deals) on innovative work behaviour (IWB) among tied life insurance agents in Kenya. Design/methodology/approach Standard multiple regression analysis was used to test the hypotheses from data collected from a field study from 498 employees and 48 managers. Findings The study findings showed a positive relationship between both flexibility I-deals and IWB (ß = 0.461, p < 0.00) and between task and responsibilities I-deals and IWB (ß = 0.171, p < 0.01). Research/limitations/implications The cross-sectional collection of data weakens the author’s claim of causality between the variables in focus. The study extends literature on the effects of flexibility as well as tasks and responsibilities I-deals on IWB. Practical implications Organizations must grant their employees with intrinsically motivating I-deals in order for display of IWB. Social implications These I-deals provided intrinsic motivation of the employees in displaying IWB in the organizations. The exchange relationship with the employers got enhanced through their granting motivating employees to look for new ways of doing their work. Originality/value This is the first study to investigate a linear relationship between intrinsically motivating I-deals and IWB.

Purpose – The purpose of this paper is to test market structure-performance hypothesis in banking industry in Kenya. Specifically, the structure-conduct-performance (SCP) and market efficiency hypotheses were examined to determine how market concentration and efficiency affect bank performance in Kenya. Design/methodology/approach – The study used secondary data of 44 commercial banks operating from 2000 to 2009. Three proxies to measure bank performance were used while market concentration and market share were used as proxies for market structure. Market concentration was measured using two concentration measures; the concentration ratio of the four largest banks (CR4) and Herfindahl-Hirschman Index, while market share was used as a proxy for efficiency. The study made use of generalized least square regression method. Findings – The empirical results confirm that market efficiency hypothesis is a predictor of firm performance in the banking sector in Kenya and rejects the traditional SCP hypothesis. Thus, the results support the view that efficient banks maximize profitability. Practical implications – The study provides insights into the role of efficiency in enhancing profitability in commercial banks in Kenya. It has managerial implication that profitable banks ought to be efficient and dispels the notion of collusive behavior as a precursor for profitability. Originality/value – The paper fills an important gap in the extant literature by proving insights into what determines bank profitability in banking sector in Kenya. Although this area is rich in research, little work has been conducted in the developing economies and in particular no study in the knowledge has addressed this critical issue in Kenya.