Analysis of the Effectiveness of the Kenya Post Office Savings Bank (Postbank) Branch Expansion Programme on Customer Satisfaction

Abstract

Postbank's branch expansion programme has improved customer satisfaction except for limited cases on the rate of service at the arrival and service counters. The long customer queues and delays are a manifestation of slow service rate, which is a function of the design of the service facility. The over involvement in paperwork and slow service seem to be the major undoing for the rate of service at the bank. It is recommended that the bank involve among others, business reengineering process through increased automation of front and back office operations which will result in reduced movement of files, scaling down of paper work and increased efficiency and staff productivity. Branch computerization, intra and inter- branch networking and introduction of Automated Teller Machines are necessary to this end