Business Process Re-Engineering and Customer Service in Kcb Bank Case of Kericho Branch
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Banks need to focus beyond the interest of the shareholder to quality customer service. Several banks are putting more effort on retaining old clients rather than acquiring new ones. The level of inefficiency affects customer service, the consumers are unlikely to recommend others to the institution and help build customer loyalty. The study focused on various independent variables which included; management efficiency, decision making, marketing, employee training, service delivery, invoicing, number of computers, network efficiency, software efficiency, organizational transformation and business operations. In conclusion, BPR as an integral and important aspect of modern organizations. It ensures that changes that take place in modern organizations are engineered by keen competition. The main objective of the study was to investigate the contribution of business process reengineering on customer service. Specific objectives encompassed; to determine the role of innovation rethinking on customer service, to investigate the influence of process function on customer service, to examine the role of information technology on customer service and to investigate the effect of radical change on customer satisfaction. Researchers, scholars and the banking sector at large can benefit from this study. The study applied technological determinism theory, institutional theory and resource based view theory. Descriptive research design was employed by the study. A target population of 34, which included managers, assistant managers, clerks and sales representatives. Questionnaire whose validity was determined through a pilot study, was used to collect data. Its reliability was computed using Cronbach‟s alpha. Both descriptive and inferential data analysis techniques were used with the aid of Statistical Package for Social Science. Analysed data was presented by means of charts, graphs and frequency distribution tables. The outcomes of the study showed that decision making process plays a key role in providing quality customer service. Customer service is highly influenced by the way complain handling is managed Banking institution must continue to critically access the needs of customers and adopt continual improvement in technology, strategy and employees to increase organizational performance and competitive advantage. The study recommends that team work be developed in the bank so that employees can support and exchange ideas and there will be easy flow of information, continuous trainings and dedication still needed from the bank to update and equip its employees. Further research should be conducted to examine the success factors in the implementation of these components.