International Journal of Economics, Finance and Management Sciences

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Validation of Customer Perspectives in the Context of NGO’s Performance Evaluation in Kenya

Received: 17 June 2016    Accepted: 04 July 2016    Published: 28 July 2016
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Abstract

Customer segments are key performance gauge for effective and efficient Non-Governmental Organizations. There seems to be little assessment of customer related components in the NGO’s performance measurement mix despite many donor-funded projects implemented in Nyanza region in Kenya. This study explored key customer perspectives guided by one of the Balanced Score Card model pillars in the NGO performance measurement concept. The study engaged 64 top managers of NGOs dealing in livelihood issues within Nyanza region. Structured questionnaire was used to explore critical areas of the customer perspective as performance indicators. Data analysis was based on descriptive statistics at the preliminary stage and hierarchical regression based on principal axis factoring. The results revealed four categories of customer perspectives in the competition. The leading category accounted for 17.25% of customer perspective performance characterized by presence of service charter, objectives related to customer/beneficiary services and existence of relevant ICT/information material. The second category accounted for 14.48% of the variance and was characterized by engagement in activities that respond to immediate beneficiary needs. The third category accounted for 13.11% and was characterized by the value of honesty, courtesy, transparency and beneficiary accountability. The last category of customer perspective accounted for 7.61% of the variance and was characterized by regular execution of beneficiary satisfaction survey. In conclusion, the study established that key customer perspectives in the NGOs performance measurement area the presence of service charter, clear objectives related to customer/beneficiary services and existence of relevant ICT/information materials. It therefore recommends putting more emphasis in regular beneficiary satisfaction surveys as this area is more likely to be ignored in the performance measurement.

DOI 10.11648/j.ijefm.20160404.15
Published in International Journal of Economics, Finance and Management Sciences (Volume 4, Issue 4, August 2016)
Page(s) 199-204
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This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

Customer Perspective, Performance, Evaluation, Ngo, Kenya

References
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[3] Niven, P. R (2003). Adapting the Balanced Scorecard to fit the public and non-profit sectors, Primerus Consulting.
[4] Hassan, M. (2010) To what Extent Do The Legal Restrictions on NGOs in Egypt Undermine NGOS’ Ability to Achieve Their Goals? MA Thesis the American University, Cairo http://www.hbs.edu/faculty/Publication%20Files/10-074.pdf (Accessed on 22. 01. 2016)
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[6] Fretchling, D. C. (2006). A balanced score card for managing strategy and measuring performance of destination management organizations. Faculty of Tiourism and Food, Dublin Institute of Technology, Ireland.
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[10] Ken G Smith, Edwin A Locke (1990). Goal setting, planning, and organizational performance: An `experimental simulation. Organizational Behavior and Human Decision Processes, 46 (1): 118-134.
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Author Information
  • Departmentof Extra Mural Studies, the University of Nairobi, Nairobi, Kenya

  • Departmentof Extra Mural Studies, the University of Nairobi, Nairobi, Kenya

  • Department of Education Communication Technology, the University of Nairobi, Nairobi, Kenya

  • Department of Education Communication Technology, the University of Nairobi, Nairobi, Kenya

  • School of Public Health and Community Development, Maseno University, Kisumu, Kenya

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    Nasline Akinyi Ouko, Charles Rambo, Paul Odundo, Raphael Nyonje, David Omondi Okeyo. (2016). Validation of Customer Perspectives in the Context of NGO’s Performance Evaluation in Kenya. International Journal of Economics, Finance and Management Sciences, 4(4), 199-204. https://doi.org/10.11648/j.ijefm.20160404.15

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    Nasline Akinyi Ouko; Charles Rambo; Paul Odundo; Raphael Nyonje; David Omondi Okeyo. Validation of Customer Perspectives in the Context of NGO’s Performance Evaluation in Kenya. Int. J. Econ. Finance Manag. Sci. 2016, 4(4), 199-204. doi: 10.11648/j.ijefm.20160404.15

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    AMA Style

    Nasline Akinyi Ouko, Charles Rambo, Paul Odundo, Raphael Nyonje, David Omondi Okeyo. Validation of Customer Perspectives in the Context of NGO’s Performance Evaluation in Kenya. Int J Econ Finance Manag Sci. 2016;4(4):199-204. doi: 10.11648/j.ijefm.20160404.15

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  • @article{10.11648/j.ijefm.20160404.15,
      author = {Nasline Akinyi Ouko and Charles Rambo and Paul Odundo and Raphael Nyonje and David Omondi Okeyo},
      title = {Validation of Customer Perspectives in the Context of NGO’s Performance Evaluation in Kenya},
      journal = {International Journal of Economics, Finance and Management Sciences},
      volume = {4},
      number = {4},
      pages = {199-204},
      doi = {10.11648/j.ijefm.20160404.15},
      url = {https://doi.org/10.11648/j.ijefm.20160404.15},
      eprint = {https://download.sciencepg.com/pdf/10.11648.j.ijefm.20160404.15},
      abstract = {Customer segments are key performance gauge for effective and efficient Non-Governmental Organizations. There seems to be little assessment of customer related components in the NGO’s performance measurement mix despite many donor-funded projects implemented in Nyanza region in Kenya. This study explored key customer perspectives guided by one of the Balanced Score Card model pillars in the NGO performance measurement concept. The study engaged 64 top managers of NGOs dealing in livelihood issues within Nyanza region. Structured questionnaire was used to explore critical areas of the customer perspective as performance indicators. Data analysis was based on descriptive statistics at the preliminary stage and hierarchical regression based on principal axis factoring. The results revealed four categories of customer perspectives in the competition. The leading category accounted for 17.25% of customer perspective performance characterized by presence of service charter, objectives related to customer/beneficiary services and existence of relevant ICT/information material. The second category accounted for 14.48% of the variance and was characterized by engagement in activities that respond to immediate beneficiary needs. The third category accounted for 13.11% and was characterized by the value of honesty, courtesy, transparency and beneficiary accountability. The last category of customer perspective accounted for 7.61% of the variance and was characterized by regular execution of beneficiary satisfaction survey. In conclusion, the study established that key customer perspectives in the NGOs performance measurement area the presence of service charter, clear objectives related to customer/beneficiary services and existence of relevant ICT/information materials. It therefore recommends putting more emphasis in regular beneficiary satisfaction surveys as this area is more likely to be ignored in the performance measurement.},
     year = {2016}
    }
    

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  • TY  - JOUR
    T1  - Validation of Customer Perspectives in the Context of NGO’s Performance Evaluation in Kenya
    AU  - Nasline Akinyi Ouko
    AU  - Charles Rambo
    AU  - Paul Odundo
    AU  - Raphael Nyonje
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    T2  - International Journal of Economics, Finance and Management Sciences
    JF  - International Journal of Economics, Finance and Management Sciences
    JO  - International Journal of Economics, Finance and Management Sciences
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    EP  - 204
    PB  - Science Publishing Group
    SN  - 2326-9561
    UR  - https://doi.org/10.11648/j.ijefm.20160404.15
    AB  - Customer segments are key performance gauge for effective and efficient Non-Governmental Organizations. There seems to be little assessment of customer related components in the NGO’s performance measurement mix despite many donor-funded projects implemented in Nyanza region in Kenya. This study explored key customer perspectives guided by one of the Balanced Score Card model pillars in the NGO performance measurement concept. The study engaged 64 top managers of NGOs dealing in livelihood issues within Nyanza region. Structured questionnaire was used to explore critical areas of the customer perspective as performance indicators. Data analysis was based on descriptive statistics at the preliminary stage and hierarchical regression based on principal axis factoring. The results revealed four categories of customer perspectives in the competition. The leading category accounted for 17.25% of customer perspective performance characterized by presence of service charter, objectives related to customer/beneficiary services and existence of relevant ICT/information material. The second category accounted for 14.48% of the variance and was characterized by engagement in activities that respond to immediate beneficiary needs. The third category accounted for 13.11% and was characterized by the value of honesty, courtesy, transparency and beneficiary accountability. The last category of customer perspective accounted for 7.61% of the variance and was characterized by regular execution of beneficiary satisfaction survey. In conclusion, the study established that key customer perspectives in the NGOs performance measurement area the presence of service charter, clear objectives related to customer/beneficiary services and existence of relevant ICT/information materials. It therefore recommends putting more emphasis in regular beneficiary satisfaction surveys as this area is more likely to be ignored in the performance measurement.
    VL  - 4
    IS  - 4
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