| dc.description.abstract | Corporate Governance is all about making sure that decision are made effectively. This impetus
towards corporate governance has been due to many factors. For instance, it matters for
shareholders as it is a shield against abuse of directors while improving access to capital for the
company itself and instilling financial stability in the market. The intent of the research was to
assess the relationship between corporate governance and customer satisfaction. The research
highlights the corporate governance practices in banks and how that affects customer satisfaction
with the operations of Banks in Kenya.
There are a total of 44 banks in Kenya. Out of the 44 banks, the researcher targeted the most
commonly used banks in Kenya. A total of 7 banks including National bank, Equity Bank,
Family Bank, Barclays Bank, Stanch art Bank, Cooperative bank and Kenya Commercial Bank.
One branch of each of the seven banks was chosen and included in the targeted branch
population. The study specifically targeted branch managers of the different bank branches and
customers in the different branches. Systematic sampling was used in identifying customers to
include in the sample. The administered a structured questionnaires to 10 customers in each of
the banks.
The findings have revealed that the corporate structures and practices in Kenyan banks are well
constituted and professional. The constituting of corporate boards is done through the
involvement of all stakeholder or at least the key stakeholders. Moreover, academic standard are
applied leading to the constitution of a qualified and gender sensitive board. The board of
governors in the banks are responsive because they are involved in every major decision making
process and are expected to provide leadership to the bank towards achieving strategic
objectives. The boards exercised pragmatic transparency leading to information being released
in a way that generates customer trust and safeguard the bank’s image. The study established that
the banks demonstrate physically that they offer quality services. However, there is a problem
when it comes to sitting and waiting arrangements in the banks. The sitting arrangement and
waiting arrangement in most banks in Kenya is not conducive. The banks perform poorly on
reliability because majority of the customers feel the banks do not provide their services in a
timely manner. The customers have trust in the problem solving practices in banks. However,
the customers believe the process takes long and employees in their banks did not prevent long
waiting. | en |
