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dc.contributor.authorMwangi, Stephen Kimani
dc.description.abstractCustomer attraction and retention is an important element of banking strategy in today`s increasingly competitive environment.Bank management must identify and improve upon factors that can limit customer attraction and retention so that they can gain competitively.Customer satisfaction is a customer's response, or a judgment to a product or service in terms of the extent to which consumption meets expectations. High customer expectations and intensifying fierce competition are environmental demands surrounding most business.These demands emphasize the need for high quality performance and service excellence in all aspects of' the business. Such relationships should add value to both the producer and consumer, the decision to serve being based on a forecast or the economic lifetime value or the customer to the organization.
dc.publisherUniversity of Nairobien_US
dc.rightsAttribution-NonCommercial-NoDerivs 3.0 United States*
dc.titleCustomer attraction and retention as a source of competitive advantage at Co-operative bank of Kenyaen_US

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Attribution-NonCommercial-NoDerivs 3.0 United States
Except where otherwise noted, this item's license is described as Attribution-NonCommercial-NoDerivs 3.0 United States