This study sought to establish the causes of service breakdown in commercial banks in Kenya 1 lie study entailed a census survey of live commercial banks namely Barclays, Kenya Commercial bank, Standard Chartered. Co-operative and l went further to examine the marketing strategies used by the commercial banks in Kenya in managing service break down. If utilized a descriptive approach employing both qualitative and quantitative methods of data collection. The banks targeted in this study were those that have projected themselves as having a special interest in SMI: customers. In this regard, they had established departments with dedicated staff dealing with SMI ‘s. A total of 15 respondents from three major departments of 11, Accounting/finance, and Customer care were interviewed A sell administered open and closed ended questionnaire was utilized in collecting primary data from the field. In addition, in depth interviews and desk research were used for confirmation and verification. Data collected from the field was analysed using descriptive statistics, and information presented in charts, frequency distribution tables and figures. This study found that lack of dear communication with customer., long procedures; intrusive documentation and lack of flexibility are some of the causes resulting in service breakdown. It also established that a number of strategies on how to deal with service break down have been identified, these include; designing services to fit the needs of customers; ensuring that services arc always of high quality without compromise; putting relevant systems in place; having competent employees in place; on time delivery of services and ensuring that services are driven by customers to increase acceptance and satisfaction. It further suggested future researches to be done on other financial institutions in Kenya to establish the strategies that can used to deal with service breakdowns. It also set up a way for future contributions that will enable academicians, managers in private and public sector to better understand and evaluate the challenges posed by service breakdowns and expose them to marketing strategies that can be used to deal with it.

Repeated exposure to malaria parasites broadens the repertoire of antigens recognized by the host immune system leading to acquisition of immunity to the disease. This immunity is inefficient in the absence of exposure as it wanes with time. Antibodies mediate humoral immunity against malaria and are majorly directed towards the extracellular merozoite. The reticulocyte binding-like protein homologue 5 (Rh5) and erythrocyte binding antigen (EBA-175) are merozoite antigens that are immunogenic and they are potential malaria vaccine candidates. The sequence conservation of Rh5 across Plasmodium falciparum (P. falciparum) strains makes it a desirable vaccine candidate that elicits strain-transcending immune responses. Rh5 also maintains the malaria parasite’s viability as shown by futile attempts to delete the gene encoding the antigen. A recent study has shown that EBA-175 shed post merozoite invasion mediates clustering of uninfected red blood cells (RBCs) around infected RBCs promoting parasite growth as progeny merozoites can easily invade other uninfected RBCs. In naturally malaria-exposed populations, Rh5 and EBA-175 may be targets of protective immunity. However, there is limited knowledge on how the magnitude of the antigen-specific antibody titres changes following an acute malaria episode. Thus, the objective of the study was to determine whether the magnitude of antibody responses to Rh5 and EBA-175 from the P. falciparum 3D7 strain changes over time following an acute malaria episode. The two recombinant proteins were expressed by mammalian Expi293F cells. Antibody responses to the expressed antigens were measured by enzyme-linked immunosorbent assay (ELISA) using plasma samples collected during a cross-sectional bleed (baseline), acute malaria infection, 4, 6 and 24 weeks following treatment. The differences in antibody titres between all the time-points were determined using the non-parametric Kruskal-Wallis test while the differences between any two time-points were assessed using the non-parametric Wilcoxon signed-rank test. A non-linear mixed effects model was used to model antibody responses as a function of time. The two antigens were immunogenic (OD above 0.05) as they elicited antibody responses in the plasma samples tested. There was also a marked heterogeneity in antibody responses to both antigens in the children aged between 0-15 years from Junju, Kilifi. The data also showed that infection with P. falciparum boosted antibody responses to Rh5 (p = 0.044). For EBA-175, acute malaria infection did not significantly boost antibody responses to the antigen. However, children older than 5 years of age elicited greater antibody responses to EBA-175 (Estimate = 0.14, SE = 0.05, p = 0.01), suggesting an acquisition of malarial immunity as the children grew older. Generally, antibody responses to both antigens declined during the follow-up period of 24 weeks (Estimate = -0.04, SE= 0.01, p = <0.01) for Rh5 and (Estimate = -0.07, SE = 0.02, p = <0.001) for EBA-175, showing the short-lived nature of immune responses to the two antigens. In conclusion, the two antigens were immunogenic. Antibody responses to the two antigens were heterogeneous and waned after the acute malaria infection. While infection with P. falciparum boosted antibody responses to Rh5, there was an effect of age on antibody responses to EBA-175. These results have the implications for the development of a more efficacious malaria vaccine based on RH5 and EBA-175, and also inform the timing of serological studies. These two antigens are important blood stage antigens that could be included in a multi-component vaccine for a better vaccine efficacy.

Abstract

Harmonic distortions for low voltage distribution network is a research area that has not been extensively explored due to the assumption that the harmonics do not adversely affect low voltage equipment. However, field data collected shows contrarily that current harmonic generated by nonlinear residential customer loads do immensely affect distribution transformers by causing speedy deterioration of the transformers insulation. In the past few decades, there have been considerable changes on residential single phase loads in terms of power demand magnitude and appliance electrical characteristics. The main difference between the current residential single phase loads and earlier versions of a few decades ago is widespread use of electronic appliances with Switch Mode Power Supply (SMPS). These loads are rapidly increasing due to advancement of technology in semi-conductor devices and digital controllers. Such appliances generate current harmonic distortions, which stream back to the low voltage distribution network affecting installed low voltage network equipment. The adverse impact of the generated harmonic distortions are witnessed in premature failure of distribution transformers, erroneous recording of energy meters and over-loading of neutral conductors to mention just a few. This study focuses on analysis and mitigation of current harmonics distortions on distribution network. It involved measurement of current harmonics generated by domestic consumers individual appliance and combined appliances at Point of Common Coupling (PCC) and current harmonics streaming at the secondary side of distribution transformers. Transformers’ oil breakdown voltage was analyzed from sampled transformers to correlate between harmonics and degradation of the oil insulation level. The failed transformers for a period of one year in one of the region was obtained and analyzed. Based on the results of the analysis that show high harmonic pollution on low voltage distribution network, a mitigation measure was devised that involved design and simulation of a single phase active filter using MATLAB–Simulink software. From this work, it was found out that loads with similar electrical characteristics aggravate harmonics and loads with dissimilar electrical characteristics attenuate harmonics. Further, the high current harmonics cause speedy degradation of transformer liquid (oil) insulation and lastly the high current harmonics observed at domestic consumers PCC emanating from current domestic appliances can be mitigated by employing a single phase shunt active filter. The designed and simulated single phase active filter, in MATLAB/Simulink environment, the distorted current waveform was noted to be sinusoidal (undistorted) after introduction of single phase shunt AHF and the current harmonic distortion levels obtained were well within the admissible level recommended by IEEE 519-1992, a power quality standard

The Eastern African lion population forms a major part of the wildlife ecosystem with key contributions in the economy of the country through ecotourism, employment, cultural values and maintenance of biodiversity. Less than 2000 lions are estimated to live in Kenya, a decline of over 90% in the last 100 years. Due to the increased human pressure and other numerous underlying factors on the ecosystems, the lion populations is unstable and at risk of local extirpation. Proper knowledge of the aspects of their genetic structure is a fundamental step toward improved management and conservation of lions. Yet there is insufficient genetic information in most of the Kenyan lion populations. The aim of this study was to disclose the mitochondrial D loop polymorphisms, genetic variations and maternal lineages of Panthera leo melanochaita populations in Kenya by sequencing the mitochondrial D-loop region (932bp in length). The 932 bps mitochondrial D-loop region studied exhibited 282 polymorphic sites (S) with 211 singleton variable sites and 71 parsimony informative sites. This region also exhibited low mean genetic diversity (within subpopulation and in entire population) (0.052), low nucleotide diversity (pi=0.02103) and substantial haplotype diversity (Hd=0.964). The northern frontier lion population showed high polymorphism, mean genetic diversity and high nucleotide diversity than the southern frontier lion population. Haplotype analysis indicated 41 haplotypes with 4 shared haplotypes and 37 haplotypes that were unique. Phylogenetic analysis indicated a single monophyletic clade, one maternal lineage and six haplogroups with five haplogroups that were resolved and were distinct.

Strategy is the long term plan for an organization to stay in business. The objective of the study was to establish the competitive strategies adopted by MultiChoice Kenya Ltd and to establish and how these strategies lead to sustained competitive advantage. To achieve these objectives, this study adopted a case study research design in which the organization of study was MultiChoice Kenya Ltd. The data was collected by way of face to face and phone interviews. The data was then analyzed using content analysis. The study established that MultiChoice Kenya Ltd has managed to proactively as well as reactively execute various strategies that have enabled them to compete effectively in the turbulent and diverse Kenyan pay TV industry. The industry has seen increased competition which has realized a drop in profitability as the customers have to be shared with the new market entrants most of whom are coming in with a pricing strategy. This has resulted to a decline in revenues and struggle for and sometimes loss of programme rights. MultiChoice Kenya Ltd has reacted to the market challenges by putting in place various strategies. It is notable that they employed a general manager who has a wealth of experience to take the organization to the next level in the dynamic pay TV market. The organization has adopted strategies aimed at improving customer satisfaction by introducing a new range of channels, opening two new branches in Nairobi to decentralize the services, ensuring a well-developed dealership network in up country, improved sales and marketing strategy by partnering with the large chain stores like Uchumi, Nakumatt, Naivas, and Ukwala supermarkets to push sales, embracing loyalty programmes and most importantly MultiChoice Kenya Ltd rides on the added advantage of its partners strong brands, notably Dstv, M-Net, SuperSport, Dstv Mobile and Dstv Online. The study reveals that the strategies adopted by MultiChoice Kenya Ltd are relevant in exploiting the opportunities and overcoming the challenges in the market. The study just like any other had its limitations, notably, the time for interviews with the respondents was hardly enough given the nature of the respondent’s jobs. There was evident withholding of information by the respondents in an effort not to compromise the competitive position of the organization in the market. Related to the study and notably outside the scope, the following subjects should be given consideration for further research; pay TV content rights and bidding process and the possibility of hyper competition in the Kenyan pay TV market.

Abstract

The impact of Green Procurement Practices (GPP) in small and medium enterprises involves spending and the investment process typically associated with economic gain and environmental friendly results at the end of the day. GPP among SME`s in Nairobi s is not as straightforward as for governments because companies themselves have to be self-motivated to embrace sustainability depending on their mission, vision and objectives. GPP is largely linked to the wider agenda of sustainable development and SME`s practicing sustainable procurement to meet their needs for goods, services, utilities; work not only on a cost benefit analysis, but with a view to maximizing net benefits for themselves and the wider world market. In doing so, SME`s incorporate acquired cost considerations into decisions alongside the procurement criteria of price and quality, and also in the practice of the sustainable impacts of potential supplier`s approach often assessed as a form of quality consideration. These considerations focus on all areas of any organization in terms of the environmental, economic and social effects. The researcher used the descriptive research design to determine the impact of green procurement practices in Small and Medium Enterprises in Nairobi whereby it was found that; GPP is embedded in the principle of pollution prevention, which strives to eliminate and or to reduce risks to human health and the environment. This means evaluating purchases based on a variety of criteria, ranging from the necessity of the purchase of the product from the first place to the options available for its eventual disposal. Consumers, investors, shareholders and regulatory agencies in SME`s are increasingly demanding that organizations behave in an environmentally responsible manner. Therefore practicing green procurement practices demonstrates an organization's commitment to considering and minimizing the environmental consequences of its activities thus making both environmental and economic sense. The drivers influencing the adoption of green procurement practices by the SMEs are government laws and regulations requirement, changing customer demands and expectations, the company initiatives, global purchase and production standards, employee initiatives and suppliers influence. Conclusions made were green products are generally produced in a manner that consumes less natural resources. They may involve less energy in their manufacture and may consume less energy when being used, and they generally contain fewer hazardous or toxic materials. Green products are also generally designed with the intention of reducing the amount of waste created and may contain recycled material or use less packaging. Green procurement practices also offer cost savings for the organization. Consequently, GPP has benefits for health and safety, both of workplaces and of the wider community. Organizations that practice green procurement are recognized as good corporate citizens, and have influence over other organizations around them.

There are many application systems in the developing world that do not adhere to the systematic software development procedures and are not process-aware. Many of these systems do not meet their objective of efficiency & effectiveness. However, these applications can be analysed and improved using information derived from event logs. We discuss what process mining is, how to extract & prepare event logs from systems and the different tools that are used to process the data and give meaningful information, how to analyse the results and eventually introduce a framework that can be used to go through process mining. We begin by following a framework developed by R.S. Mans, M.H. Schonenberg, M. Song, W.M.P. van der Aalst, and P.J.M. Bakker. However, the special circumstances of semi-structured systems are looked into, leading to changes in the framework. The proposed framework considers three main analysis methods to be performed on the event logs; control flow analysis, performance analysis, and role analysis. Data collection and preparation are given prominence due to the nature of discovery that is done on semi-structured systems. These systems in many cases will not have had previous statistical information of this crucial information. The process mining plugins help in getting this information. This research can be used to assist many organizations in cleaning up their systems and coming up with optimal processes which meet their objectives.

Mining is the process which involves extraction of minerals and geological materials from the earth. This activity may have a detrimental effect on the environment hence impact health of animals and human. The concentrations of the naturally occurring radioactive materials (NORM) in mineral concentrates, products increases during processing of minerals. The main aim of this study was to assess the concentration levels of heavy metal and radioactivity levels of soils in Kinondo area which is 2.86 kms from Ti mining plant in Kwale. A total number of eighty-four (84) samples were collected from twenty-eight sampling points. The points were randomly identified and three samples collected from each point consisting of top soil (0-20 cm), subsoil 1 (20-30 cm) and subsoil 2 (between 30-50 cm). The samples were collected from the three depths since concentration of the heavy metals vary vertically in different soil profiles. Energy Dispersive x-ray fluorescence (EDXRF) was used to analyze the soil samples for heavy metals. The radioactivity levels were determined using the Gamma ray spectrometry, using High Pure Germanium detector. The concentrations of levels of activity of the radionuclides U-238, K-40 and Th-232 in the soil samples were identified and measured. Gamma index, Radium equivalent, external hazard and internal hazard radiological risk parameters were therefore used to assess the radiation hazards for the heavy metal measurements, Ti, Fe, Mn, Zn and Pb were analyzed in the soil samples. The major elements were determined to be Fe (0.5–8.5 %), followed by Ti (0.3–1.5 %). All other elements had concentration values below 0.01%. Ti was determined in all soil samples at a concentration range of 0.3 to 1.5%. The high concentration of Ti may lead to competition with Fe for proteins hence leading to Ti phytotoxicity Mining may lead to elevated levels of Ti and Fe in the soil. The radioactivity levels recorded for the soil samples were used in assessing the radiological risks pose to residents. The levels of radiation were used to measure the radiation hazard that the people living in areas around the mining plant were exposed to. The results from this study will be used as reference to monitor the environmental impact of the titanium mining activities. According to the results of this study, mining activities of titanium do not lead to elevation of the heavy metals levels and radioactivity levels in Kinondo area.