Commercial bank services and customer satisfaction:
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Date
2013
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Kampala International University, College of Economics and Management
Abstract
The study was about commercial bank services and customer satisfaction. A case study
of Kenya Commercial Bank Nairobi-Kenya and was aimed at to examine the effects of
commercial bank services on the customer satisfaction. The objectives of the study
were; To satisfy customer needs, to establish the relationship between commercial bank
services and customer satisfaction and to improve on commercial bank performance.
The research designs employed were descriptive and analytical research designs. A
sample of (165) respondents were taken for a study form which the research carried
out. The main instrument for collecting primary data was questionnaire, while second
data were collected by reviewing files, documents, published books, articles and
journals. The findings from data revealed that Kenya Commercial Bank irregularly
revises training programs in accordance with changes in operations and sophistication
of the management, there is no proper mean of communication with employees and
management. Also there is a laxity of the government in sensitizing Kenya Commercial
Bank services.
Findings further revealed that there is a significant relationship between commercial
bank services and customer satisfaction. It was recommended that sample checks be
instituted to ensure effective customer care and overall performance of the
organization, monitoring employees closely to ensure that they accomplish their tasks,
thereby weakening the customer dissatisfaction.
Description
A dissertation submitted to the college of economics and management sciences in partial fulfillment of the requirements for the award of Bachelor’s Degree in Business Administration of Kampala International university
Keywords
Commercial bank services, Customer satisfaction, Kenya