Service Quality and Business Growth of Kenya Commercial Bank (KCB) South Sudan Limited in Juba
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Date
2012-09
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Publisher
Kampala International University, College of Economics and Management.
Abstract
This study established the relationship between service quality and business growth in of Kenya commercial bank (KCB) South Sudan Limited in Juba. The study was guided by four objectives, determine (i) profile of the respondents (ii) level of service quality (iii)) level of business growth and (iv) whether there was significant difference in the level of quality and business growth of Kenya commercial bank (KCB) South Sudan Limited in Juba (v) whether there was significant relationship in the level of quality and business growth of Kenya commercial bank (KCB) South Sudan Limited in Juba. A descriptive research design was used to collect data from 214 respondents using self-administered questionnaires as the key data collection instruments. The findings revealed that there were high quality services, high level of business growth, no significant difference between service quality and business growth and there was a significant relationship between quality services and business growth, rejecting the Null hypothesis. From the above finding’s appropriate conclusions, recommendations and areas for further research were made. Conclusions were made regarding various research purposes (i) the study concurred with Heskett,J.L et a! (1990) Theory of service profit chain, which holds that, business growth is as follows; profit and growth are stimulated primarily by customer loyalty., (ii) no significance difference (F= 1.052, sig. = 0.396), (ii) significant relationship between service quality and growth was established (r= 0.750, sig. = 0.000) and regression indicated by a high Adjusted R2 of 68% was established. Recommendations based on the findings were that, Kenya Commercial bank (KCB) South Sudan Limited in Juba should; (i) state their goals clearly, (ii) continuously improve their products, (iii)locate business continently (iv) assemble team together (v) create a positive attitude among its employees (vi) present benefits of their products and services, (vii) offer quality services, (viii) and plan for growth. Innovativeness and business growth, further research on advertising and business growth was also suggested.
Description
A Thesis Presented to The College of Higher Degrees and Research Kampala International University Kampala, Uganda In Partial Fulfillment of The Requirements for The Degree Master in Business Administration (Management)
Keywords
Business Growth, Kenya Commercial Bank