dc.contributor.author | Ndegwa, Mark W | |
dc.date.accessioned | 2013-03-21T12:38:47Z | |
dc.date.issued | 2012 | |
dc.identifier.citation | MBA Thesis | en |
dc.identifier.uri | http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/14899 | |
dc.description.abstract | In every modern organization, service quality is a cornerstone upon which the very survival of
the organization relies on. The market for quality services has become very competitive. It is no
longer advantageous to have or provide quality service to customers but has now become
necessity. Banks have not been left behind in this development. Commercial banks in Kenya
have been given an increasingly great task to meet customer changing needs while remaining
profitable at the same time. Banks have carried out various service quality measurement
techniques so as to gauge themselves on their performance. This measurement is important so as
to get an idea of what they have done so far and what needs to be done to remain competitive.
This study looked at the common service quality practices among the commercial banks in
Kenya. It looked at the extent to which service quality measurement is undertaken by Kenyan
banks. It also looked at what techniques are used in this measurement. Lastly it identified
challenges faced in service quality measurement. The study was undertaken by carrying out a
census of all the commercial banks in Kenya. The research instrument used was a questionnaire
that was distributed by drop-and–pick-later method.
The study concluded that banks have done extensive work in conducting service quality
measurement. Banks use various models or tools to measure this service quality. The most
common models used are the SERVQUAL and SERVPERF models. Banks have put more
emphasis on measuring service quality of front office departments where there is more direct
contact with customers. Bank staff, however do not seem to appreciate service quality
measurement and therefore do not support it. Banks have been advised to put more emphasis on
using service quality tools on the operations of back office or support departments. Banks have also been encouraged to use appropriate tools that will allow for comparison between themselves
and their competitors. | en |
dc.description.sponsorship | University of Nairobi | en |
dc.language.iso | en | en |
dc.subject | Service quality practices | en |
dc.subject | Commercial banks | en |
dc.subject | Kenya | en |
dc.title | Service quality practices among commercial banks in Kenya | en |
dc.type | Thesis | en |
local.publisher | School of Business, University of Nairobi | en |