Customer satisfaction in the Kenyan banking industry

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F15%3A43873134" target="_blank" >RIV/70883521:28120/15:43873134 - isvavai.cz</a>

Result on the web

<a href="http://www.jois.eu/?226,en_customer-satisfaction-in-the-kenyan-banking-industry" target="_blank" >http://www.jois.eu/?226,en_customer-satisfaction-in-the-kenyan-banking-industry</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.14254/2071-8330.2015/8-2/15" target="_blank" >10.14254/2071-8330.2015/8-2/15</a>

Result language

angličtina

Original language name

Customer satisfaction in the Kenyan banking industry

Original language description

Customer satisfaction provides a platform for companies to enhance relationships with their customers thus enabling the companies to achieve their objectives for long- term success. This study investigates the current pattern of customer satisfaction inthe Kenyan banking industry. A questionnaire survey was administered to 403 bank customers of the top five banks in Kenya. Software SPSS 22.0 was used to analyze the data gathered from the survey. The results of the analysis demonstrate that the overalllevel of customer satisfaction is more than 60%. The results also demonstrate that the most important factor for customer satisfaction is the wide availability of bank branches, and the factor most associated with customer dissatisfaction is the high prices of products and services. In addition, the results depicted that both satisfaction and dissatisfaction partially influence the number of banking products and banks that clients choose to open accounts with. The study further gives sug

Czech name

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Czech description

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Type

J_x - Unclassified - Peer-reviewed scientific article (Jimp, Jsc and Jost)

CEP classification

AE - Management, administration and clerical work

OECD FORD branch

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Project

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Continuities

S - Specificky vyzkum na vysokych skolach

Publication year

2015

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical

Journal of International Studies

ISSN

2306-3483

e-ISSN

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Volume of the periodical

8

Issue of the periodical within the volume

2

Country of publishing house

UA - UKRAINE

Number of pages

13

Pages from-to

174-186

UT code for WoS article

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EID of the result in the Scopus database

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