Service Delivery Practices and Performance of Selected Banks in Nairobi City County, Kenya.
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Date
2019-04
Authors
Mulki Bulle Omar
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
Banking industry offers distinguished services that facilitate the transfer of cash between
countries, and at the same time ensuring that borrowers and savers do business in a wellstructured manner. Empirical evidence on the relationship between service delivery practices
and performance of banks in Kenya is very scanty. In general the objective of the study was to
determine the effect of service delivery practices on performance of commercial banks. The
specific objectives investigated the effect of service culture, employee engagement, the quality of
service and satisfaction of the customer on performance of commercial banks. A research design
which was descriptive in nature was adopted to investigate the effect of service delivery practices
on performance. The target population of the study was 360 employees of the selected banks.
Through stratified random sampling, 100 employees were selected as the sample size. Data
collection was done using questionnaires using drop and pick later method. Both descriptive and
inferential statistics were done in analysis of the data. Where descriptive included tables, graphs,
frequency distribution tables and percentages and regression model for inferential analysis
using SPSS. The findings revealed that there was a significant association between quality in
service, service culture employee engagement and performance of chosen banks in Nairobi City
County, which led to the conclusion that service quality, service culture, employee engagement
and consumer loyalty have a positive and a significant effect on performance of chosen banks in
Nairobi City County. The findings revealed that there was a significant association between
service quality, service culture, employee engagement, consumer loyalty and performance of
chosen banks in Nairobi City County. Based on the findings above the study concluded that
service quality, service culture, employee engagement and consumer loyalty have a positive and
a significant effect on performance of chosen banks in Nairobi City County. The study
recommended better organizational culture since the focus has now shifted from leverage to
standards, values and culture both inside and outside the banking industry. Banks are advised to
value the impression they give to the customer and value their opinion since the customer forms
the base of all the operations and establishes the longevity of the firm.
Description
A Research Project Submitted to the School of Business in Partial Fulfilment of the Requirements for the Award of the Degree of Master of Business Administration (Strategic Management) Kenyatta University