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Customer satisfaction in the Kenyan banking industry

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dc.title Customer satisfaction in the Kenyan banking industry en
dc.contributor.author Kombo, Felix
dc.relation.ispartof Journal of International Studies
dc.identifier.issn 2071-8330 Scopus Sources, Sherpa/RoMEO, JCR
dc.date.issued 2015
utb.relation.volume 8
utb.relation.issue 2
dc.citation.spage 174
dc.citation.epage 186
dc.type article
dc.language.iso en
dc.publisher Centre of Sociological Research
dc.identifier.doi 10.14254/2071-8330.2015/8-2/15
dc.relation.uri http://www.jois.eu/?226,en_customer-satisfaction-in-the-kenyan-banking-industry
dc.subject Banking industry en
dc.subject Commercial banks en
dc.subject Customer satisfaction en
dc.subject Customers en
dc.subject Dissatisfaction en
dc.subject Kenya en
dc.description.abstract Customer satisfaction provides a platform for companies to enhance relationships with their customers thus enabling the companies to achieve their objectives for longterm success. This study investigates the current pattern of customer satisfaction in the Kenyan banking industry. A questionnaire survey was administered to 403 bank customers of the top five banks in Kenya. Software SPSS 22.0 was used to analyze the data gathered from the survey. The results of the analysis demonstrate that the overall level of customer satisfaction is more than 60%. The results also demonstrate that the most important factor for customer satisfaction is the wide availability of bank branches, and the factor most associated with customer dissatisfaction is the high prices of products and services. In addition, the results depicted that both satisfaction and dissatisfaction partially influence the number of banking products and banks that clients choose to open accounts with. The study further gives suggestions for policymaking and possible areas for future research. © CSR, 2015. en
utb.faculty Faculty of Management and Economics
dc.identifier.uri http://hdl.handle.net/10563/1006396
utb.identifier.obdid 43873565
utb.identifier.scopus 2-s2.0-84969771442
utb.source j-scopus
dc.date.accessioned 2016-07-26T14:58:25Z
dc.date.available 2016-07-26T14:58:25Z
dc.rights Attribution 3.0 International
dc.rights.uri http://creativecommons.org/licenses/by/3.0/
dc.rights.access openAccess
utb.contributor.internalauthor Kombo, Felix
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