Analysis of customer service offered by Co-operative Bank of Kenya Limited
Irori, Beth Muthoni
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The main objective of this study was to investigate how customers and employees of Cooperative bank perceive customer service offered and to determine the relationship !'between the criteria used by customers and the bank management in judging quality of the service delivery. The researcher was prompted into taking this study by the numerous complaints by customers on quality of service offered by Co-operative bank. The bank has put in place measures geared to improving quality of service delivery. To facilitate the study, a sample of 5 branches was selected on the basis of volume of business. Target was to administer questionnaire to 20 customers, 1 branch manager, t customer service manager 1 teller and 2 account opening staff so as to get 125 respondents. The results showed that the factors considered very important by customers in judging quality service delivery are minimum balance, quick service, manageable queues, knowledgeable staff, courteous staff, and honesty tellers. The bank management viewed the following factors as most important in judging quality service; the decor of the banking hall, teller cubicles well labeled, quick service, friendly contact personnel, knowledgeable staff, and the latest technology. Both the customers and bank management felt the above listed factors were the most crucial in judging quality service.