An assessment of the major determinants of front office services performance : a case of Mwalimu savings and credit society

Abstract

This study had set out to establish the major determinants of Front office Services performance. These determinants are categorized into four namely; economic factors, firms specific factors, government policy related factors and time factors. The population of the study comprised of members and employees of' Mwalimu savings and credit co-operative societies in Nairobi. Mwalimu members formed the sample of the study. Data collected and analyzed were both primary and secondary. The primary data was collected by use of semi-structured questionnaire. Descriptive statistics was used to analyze the data and therefore cumulative tables and percentages was used to present the findings of the study The findings of the study revealed that the most important economic determinants are the interest rate followed by stiff competition. While the least factors are the running cost of the front office services. Under the category of firms specific factors, the most important ones to the performance of Mwalimu front office are the management, future expected stability and competition. The lengths of membership are considered the least important factor. Company related factors were indicated as the most important of all the categories of determinants analysed. Policies also play a major role in the performance of front office services. The cooperative act (1997) played a key role in setting a framework for front office operations. On the basis of findings of the study, it's recommended that all front office service providers observe the major determinants in their day-to-day operations The government through ministry of cooperative should facilities the success of the SACCO's front office savings, FOSA, and not to regulate them.