AN ANALYSIS OF THE EFFECTS OF CUSTOMER SERVICE ON ENHANCED PERFORMANCE OF BANKING SECTOR IN KENYA

Abstract

The research study was carried out on the effects of customer service on performance of banking sector. The research aims at solving the problem that affects the performance of banking sector through customer service. The specific objectives of the study were; to assess the effect of service quality on performance of banking sector and to find out the effect of organizational culture on performance of banking sector and to determine the effect of Customer responsiveness on performance of banking sector. The study is of benefit to the performance of banking sector and other institutions and the future researchers. The study was limited by confidentiality and uncooperative respondents.

The study made use of descriptive research design with a target population of 102 employees and a sample size of 51 respondents, which was arrived at by use of stratified random sampling methods. The data was collected by use of questionnaires whereby the researcher analyzed the data by use of quantitative and qualitative techniques.

In relation to the study conducted it was noted that the three factors greatly contribute to the successful performance in the banking sector in Kenya. In this regard the bank management should ensure that in every activity done, there is accuracy of information, while setting the time frame of the undertaking and ensuring that the services are reliable to the customers at the right time. The management should contribute positively in ensuring that they are innovative enough to the current state of business and able to adapt to the current market changes. By so doing the performance of the banking sector will be ensured. The culture of the organization should be reviews by the management and all the stake holders of the bank to ensure that it’s the one which is supportive to the daily undertakings of the organization. It should be in a position to maintain the right ethics within the organization while carrying with it the right core values and coordination of events made easier. This will contribute to the success of the bank performance.