Factors influencing the quality of services provided by Savings and Credit Coopretive Societies in Igembe South district
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In the modem business world, it is important for any organization, whether profit or nonprofit, governmental or private to mind about quality it provides to its customers. Organization's capability to provide conforming products is aimed primarily at achieving customer satisfaction which in turn leads to profitability, survival and sustenance in the market. This study focused on identifying the factors that influence service quality in SACCOs in Igembe South District. The study sought to find out if leadership, employee empowerment, adoption of ICT and timely availability of fmances influence service quality in SACCOs. The study was conducted in all the three SACCOs in district using a descriptive research design. The target population will comprise Of 20 managers, 57 employees and 500 clients from the three SACCOs. The researcher used simple random sampling to select the sample that was included in the study. The data was mainly be collected by use of questionnaires.The data collected was qualitative and quantitative which was analyzed usmg descriptive and inferential statistics. The data so analyzed was presentedusingtables, bar graphs and pie charts. The study revealed that employee empowerment to a large extent influence service quality positively while ICT has a strong negative correlation with service quality. This study has also shown that Leadership and availability of fmancial resources do not have much impact on service quality. From the findings of this study, employees of SACCOs should be trained continuously to empower them to quality services to their clients and customers should be trained on how to use ICT related devices so as to improve service provision to them.
- OGR-School of Business