| dc.description.abstract | The study undertook to assess the effectiveness of the strategic change
management practices implemented in Housing Finance. The study had two
objectives; one to find out customer perception of the effectiveness of Housing
Finance Company of Kenya Limited change management practices and secondly
to determine the demographic factors that influence perception on the change
practices. The population of interest in this study was Housing Finance Company
of Kenya, being a well-established mortgage firm that has undertaken several
strategic changes in the recent past. It was therefore ideal for gaining insight into
the changes undertaken within the mortgage Industry.
The study results gave indicators that customers perceived the effectiveness of
the strateqic.chanqes as highly effective in the aspects of the product range, staff
•
friendliness and the physical look of the Organization. However, time taken to
serve customers was perceived as not effective. Disparities in perception of
effectiveness in the strategic changes existed among various demographic
factors. The male respondents perceived the effectiveness of the product range
as being more .effective than the female respondents. On the overall, the female
respondents had a higher variability compared to the male respondent
The Study had the following limitations; the study relied on memory of the
respondents during the period prior to the year 2001. The study had not been
conceived earlier, which would have facilitated capturing of data prior to the
introduction of the strategic changes, the result of any case analysis are always
to be considered suggestive rather than conclusive because the case analysis
statistically cannot be generalized to the whole population,
Further recommendation. for research; the researcher suggests that future
studies could be done which deal with only one factor at a time. This could help
the researcher bring out other detailed aspects and issues related to each of the
factors. | en |
