dc.contributor.author | Kiarie, Martha | |
dc.date.accessioned | 2013-03-19T07:00:02Z | |
dc.date.issued | 2012-10 | |
dc.identifier.uri | http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/14559 | |
dc.description.abstract | Commercial Banks in Kenya have continuously invested in service innovation practices
to be able to satisfy their customers. The level of innovation varies from Bank to Bank
and service to service. Service innovation has been explained under three outlooks
including innovation in services as new or improved service products, innovation in
service processes as new or improved ways in designing and producing services and
finally innovation in service firms, organization and industries. Customer satisfaction is
used as a measure of how products and services supplied by a company meet or surpass
customer expectation and it is seen as a key performance indicator within businesses.
This paper sought to determine service innovative practices in the Commercial Banking
Sector and to establish the relationship that exists between service innovative practices
and customer satisfaction in the commercial banking sector. Primary data was collected
using a semi structured questionnaire, designed to be completed by respondents who are
customers of the various commercial banks in Kenya. The data was then checked for
completeness and analyzed using descriptive statistics.
The study reveals that indeed commercial banks in Kenya engage in service innovation
practices. Respondents of the study were able to outline the service innovations available
in their banks and the level of engagements their banks undertake to be involved in
service innovation practices. Secondly the study revealed that there is a correlation
between service innovation practices and customer satisfaction. The more the banks
undertook service innovations, the higher the level of customer satisfaction.
The paper concludes by a confirmation that service innovation practices have an
influence on the levels of customer satisfaction. | en |
dc.language.iso | en | en |
dc.publisher | University of Nairobi | en |
dc.subject | influence | en |
dc.subject | service innovation practices | en |
dc.subject | customer satisfaction | en |
dc.subject | commercial banking sector | en |
dc.subject | kenya | en |
dc.title | The influence of service innovation practices on customer satisfaction in the commercial banking sector in kenya | en |
dc.type | Thesis | en |
local.publisher | School Of Business, University Of Nairobi | en |