effect of customer satisfaction on the relationship of service quality and customer loyalty in the case of commercial bank

Institution Kimathi Institute of Technology
Course Business , hrm
Year 3rd Year
Semester Unknown
Posted By MAKORI KERECHA
File Type docx
Pages
File Size 175.93 KB
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Description

The purpose of this study was to examine the mediating effect of customer satisfaction on the relationship of service quality and customer loyalty in the case of commercial bank of Tefera Degfe branch. Explanatory design was employed in this study. Total samples of 118 respondents were drawn out of 135 total populations for the study. SERVEQUAL model was adapted as the conceptual framework for analysis. Data were collected through structured questionnaire. Data were analyzed through descriptive statistics, narrative and regression analyses. The results indicated that customer satisfaction mediates the relationship between service quality and customer loyalty. All the five dimensions of service quality had significant, positive effect on the customer loyalty.It is observed that customers were most satisfied with tangibility dimension of service quality followed by assurance. The finding from the correlation result reveals that there is a positive and significant relationship between the service quality dimensions, customer satisfaction and customer loyalty. Overall service quality dimensions regressed with dependent variable customer satisfaction and customer loyalty results revealed in the model summery R² = .330 and .314 respectively. It implies that 33 % of variation in customer satisfaction and 31.4 % of the variation in customer loyalty is explained by independent variable service quality dimensions. Finally, the researcher recommend to the bank that in our current environment services preference of customers and their demands keeps on changing at a rapid speed and the bank should operate proactively in meeting its customers’ needs and preferences. So that bank managers develop and implement customer-oriented service strategies to identify customers’ needs and expectations in order to serve them better.
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FACTORS INFLUENCING LOAN PORTFOLIO PERFORMANCE OF COMMERCIAL BANKS IN KENYA-BUSINESS RESEARCH PROJECT
The banking sector is a key source of funding for most businesses. Improved loans portfolio management leads to high performance in functions and activities of an organization. It has an effect on total economy of the country and activities of all organizations. Commercial banks use various avenues to generate their income. Loans disbursed to customer are among many other avenues that are used to generate revenue. However, not all loans disbursed are serviced by debtors. Defaulted loans are on the increase in most Financial Institutions and this causes the banks not to meet their obligation of wealthy maximization. The study therefore sought to investigate factors influencing Loans Portfolio Performance in Commercial Banks of Kenya. Specific objectives were; to establish influence of Credit Management, to determine the influence of Unsecured Loans, to evaluate the effect of Repayment Characteristics and finally to analyze the influence of Technological advancement on loans Portfolio Performance of Commercial Banks in Kenya. Descriptive research design was used. Data collection was sought from Commercial Banks Headquarters in Nairobi. The study was based on census approach as it focused on all the commercial banks listed on Nairobi Security Exchange (NSE), Kenya. For each commercial bank listed, 5 respondents were sought and this provided 55 respondents. The study employed both secondary and primary data. Instruments used to collect data were questionnaires, financial reports of Central Bank of Kenya website and Kenya Bankers Association journals. The analysis of tabulated data employed descriptive statistics correlation and regression with the use of Statistical Package for Social Science (SPSS). The conclusion from the findings indicates that employing proper Credit Management has affirmative and considerable influence on Loans Portfolio Performance of Commercial Banks in Kenya. Unsecured Loans has a significant and positive impact on Loans Portfolio Performance of Commercial Banks in Kenya. Further it was revealed that employing proper evaluation of Repayment Characteristics has significant and positive influence on Loans Portfolio Performance of Commercial Banks in Kenya and that Technological Advancement has significant and positive influence on Loans Portfolio Performance of Commercial Banks in Kenya. Recommendation of the study is that commercial banks should ensure they adopt sound Polices review, carry out proper client functioning credit management department. Further it is recommended that commercial banks should engage more feasible loan security measures intended to lessen loan delinquency ratios which can subsequently encourage positive customer performance.
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