| dc.description.abstract | This study sought to establish the causes of service breakdown in commercial banks in
Kenya. The study entailed a census survey of five commercial banks namely Barclays,
Kenya Commercial Bank, Standard Chartered, Co-operative and Fina went further to
examine the marketing strategies used by the commercial banks in Kenya in managing
service break down. It utilized a descriptive approach employing both qualitative and
quantitative methods of data collection.
The banks targeted in this study were those that have projected themselves as having a
special interest in SME customers. In this regard, they had established departments with
dedicated staff dealing with SME’s. A total of 15 respondents from three major
departments of IT, Accounting/Finance, and Customer care were interviewed. A self administered
open and closed ended questionnaire was utilized in collecting primary data
from the field. In addition, in depth interviews and desk research were used for
confirmation and verification. Data collected from the field was analyzed using
descriptive statistics, and information presented in charts, frequency distribution tables
and figures | en |
