The Effect of Service Quality on the Performance of Women Enterprise Fund in Kisumu, Kenya
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Date
2020
Authors
Swagi, Khauya Pauline
Murigi, Elishiba
Journal Title
Journal ISSN
Volume Title
Publisher
International Academic Journals
Abstract
Access to finance by women is very
fundamental in ensuring they create
sustainable enterprises and meaningfully
contribute to economic growth of the
country. This study aimed to assess service
quality and the performance of the Women
Enterprise Fund, in Kisumu County, one of
the programs implemented by the
government of Kenya to empower women
economically through enabling their access
to affordable credit. The objectives of the
study were to assess the effects of two
variables of service quality, namely;
reliability and empathy on the performance
of Women Enterprise Fund in Kisumu. The
study used descriptive survey research design
while the target population of the study
comprised of women groups and women
entrepreneurs funded by the Women
Enterprise Fund. The study adopted the
balance score card, SERVQUAL and
SERVPERF as theoretical guides in the
measurement of the variables. Random
sampling technique was adopted to select a
sample size of the study from a known
population list. Further, a semi-structured
questionnaire will used to collect data which
was analysed using both descriptive and
inferential statistics. The findings were
presented on frequency distribution tables.
The SERVPERF model is an important tool
in understanding the applicability of service
quality in the financial services industry and
this includes government affirmative action
funds like WEF. WEF needs to pay attention
to all the four service quality management
practices in its strategic outlook since this
study has revealed that each had a significant
association to the perception of service
quality and a positive influence on
performance. The study shows that all the
service quality variables had significant
correlation with the dependent variable of
performance and any positive increase in
each, improved performance. It is thus
concluded that WEF should seek to employ
service quality strategies similar to those in
commercial banks and financial
intermediaries in order to ensure effective
service delivery to their customers. The main
objective of this study was to examine the
effect of service quality on Performance of
Women Enterprise Fund in Kisumu County.
This study utilizes a tool for the measurement
of service quality and assesses the
relationship between perceived service
quality and how it influences WEF
customer’s performance. From this and
various other studies, SERVPERF appears to
be a consistent and reliable scale to measure
financial intermediary service quality, and
has a useful diagnostic role to play in
assessing and monitoring service quality in
these institutions whether in the public or
private sector.
Description
A research article published in International Academic Journal of Human Resource and Business Administration
Keywords
communication, complaint handling, empathy, enterprise development, enterprise success, financial institution, repayment rate, tangibles, service quality, reliability
Citation
Swagi, K. P. & Murigi, E. (2020). The effect of service quality on the performance of women enterprise fund in Kisumu, Kenya. International Academic Journal of Human Resource and Business Administration, 3(9), 90-103