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

Nasline Akinyi Ouko; Charles Rambo; Paul Odundo; Raphael Nyonje; David Omondi Okeyo

doi:doi:10.11648/j.ijefm.20160404.15

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

Nasline Akinyi Ouko, Charles Rambo, Paul Odundo, Raphael Nyonje, David Omondi Okeyo

Published in International Journal of Economics, Finance and Management Sciences (Volume 4, Issue 4)

Received: 17 June 2016 Accepted: 4 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.

Published in	International Journal of Economics, Finance and Management Sciences (Volume 4, Issue 4)
DOI	10.11648/j.ijefm.20160404.15
Page(s)	199-204
Creative Commons	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), 2016. Published by Science Publishing Group

Keywords

Customer Perspective, Performance, Evaluation, Ngo, Kenya

References

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[15]	Murtaza, N & Austin, M. (2011). Strategic Management of NGO’s in Developing Countries. Journal of Nonprofit Education and Leadership, 2 (1): 7-30.
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APA Style

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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ACS 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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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://article.sciencepublishinggroup.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
AU  - David Omondi Okeyo
Y1  - 2016/07/28
PY  - 2016
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DO  - 10.11648/j.ijefm.20160404.15
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
SP  - 199
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
ER  -

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Author Information

Nasline Akinyi Ouko

Departmentof Extra Mural Studies, the University of Nairobi, Nairobi, Kenya
Charles Rambo

Departmentof Extra Mural Studies, the University of Nairobi, Nairobi, Kenya
Paul Odundo

Department of Education Communication Technology, the University of Nairobi, Nairobi, Kenya
Raphael Nyonje

Department of Education Communication Technology, the University of Nairobi, Nairobi, Kenya
David Omondi Okeyo

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

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APA Style

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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ACS 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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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://article.sciencepublishinggroup.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}
}

Copy | Download

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
AU  - David Omondi Okeyo
Y1  - 2016/07/28
PY  - 2016
N1  - https://doi.org/10.11648/j.ijefm.20160404.15
DO  - 10.11648/j.ijefm.20160404.15
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
SP  - 199
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
ER  -

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