A survey of internal service delivery systems in Kenya Commercial Bank

Abstract

This project examines several internal delivery systems and their impact on the internal customer. While there exists a variety of systems that are relevant to contact employees during service encounter,this study investigates whether there are deliberate systems put in place to support the internal customer in discharging quality services to the external customer. The stud was also investigating the challenges experienced by the internal customers in helping to implement service quality. case study was carried out and a stratified sample of 100 respondents selected randomly was used to collect primary data. The data was analyzed using the SPSS software using the mean , factor anal i and chi-square to draw conclusions. Different systems supporting internal deliver were proposed and the results indicate that the systems are currently employed by KCB and play a major role in delivery of services. Although the ServQual model has been u eel previously to measure quality in respect to the external customers it will be used to measure selected dimensions of service quality to measure quality orientation to the internal customer. Implementation of service quality has a number of challenges, which also came out strongly in the report. The major challenge experienced being those touching on change management, organizational factor , people motivation standardization of procedure and conflict resolution. The results indicate that, the bank ha employed various systems to support the internal customer however there arc gap between the expected quality and the rendered quality which the bank need to address.