Factors influencing the quality of services provided by Savings and Credit Coopretive Societies in Igembe South district
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Date
2011-08-23
Authors
Chabari, K.Betty
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Abstract
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.
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