Abstract:
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.
