Customer satisfaction in the Kenyan banking industry

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

Customer satisfaction in the Kenyan banking industry

Popis výsledku v původním jazyce

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

Název v anglickém jazyce

Customer satisfaction in the Kenyan banking industry

Popis výsledku anglicky

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

Druh

J_x - Nezařazeno - Článek v odborném periodiku (Jimp, Jsc a Jost)

CEP obor

AE - Řízení, správa a administrativa

OECD FORD obor

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Projekt

—

Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2015

Kód důvěrnosti údajů

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

Název periodika

Journal of International Studies

ISSN

2306-3483

e-ISSN

—

Svazek periodika

8

Číslo periodika v rámci svazku

2

Stát vydavatele periodika

UA - Ukrajina

Počet stran výsledku

13

Strana od-do

174-186

Kód UT WoS článku

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EID výsledku v databázi Scopus

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