Factors affecting the performance of matatu saccos in Kenya: a case study of matatu saccos in nairobi central business district
International Journal of Development Research
Factors affecting the performance of matatu saccos in Kenya: a case study of matatu saccos in nairobi central business district
Received 29th November, 2017; Received in revised form 25th December, 2017; Accepted 20th January, 2018; Published online 28th February, 2018
Copyright © 2018, Shitanda Douglas et al. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
The purpose of this study was to establish the factors affecting the performance of Matatu SACCOs in Nairobi’s Central Business District (CBD) in Nairobi County, Kenya. The study sought the influence of management of SACCOs, employee welfare and customer service on the performance of Matatu SACCOs in the CBD. Matatu SACCOs management was found to employ varying methods of management which have contributed towards their economic growth and ultimate performance. Although over 50% of the Matatu SACCOs management undergo routine management training every year, a significant number representing 41% did not. It was established that most of the respondents were not satisfied with the drivers’ and conductors’ professionalism. The satisfaction levels regarding the cleanliness of the Matatus was 53% expressing satisfaction and 47% dissatisfaction. Further, while 61% were satisfied with the noise of the Matatus whereas a significant 39% were not. Regarding the courtesy of the SACCOs employees, 60% of the respondents expressed satisfaction while 40% were dissatisfied.
