dc.contributor.author | Chege, Anne W | |
dc.date.accessioned | 2013-11-25T11:57:12Z | |
dc.date.available | 2013-11-25T11:57:12Z | |
dc.date.issued | 2013 | |
dc.identifier.citation | A research project submitted in partial fulfillment of the requirement for the award of master of business administration degree, school of business, University of Nairobi | en |
dc.identifier.uri | http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/60020 | |
dc.description.abstract | In order to keep up with the competition and changing consumer needs and wants in the
competitive business environment, Commercial Banks need to use effective strategies in
managing service quality among customers. Changing consumer needs and business
environment has necessitated Commercial Banks to adopt strategies to survive hence
attracting and retaining customers. Adoption of effective strategies promotes quality service
delivery in the industry hence social economic developments in Kenya. Firms should
formulate, and implement strategies to enable them seize strategic initiatives and maintain
a competitive edge in the market (Porter, 2004). The competitive aim is to provide
satisfactory customers service. The research objectives of the study were; to determine the
strategies adopted by Commercial Banks in Kenya to manage service quality for customers
and to establish the effectiveness of the strategies used by Commercial Banks in Kenya to
manage customer service quality. The study population consisted of 43 Commercial Banks
operating in Kenya. The descriptive study method was adopted to analyze data. The study
established that quite a number of strategies that are used by commercial banks in Kenya
involve high costs that make it difficult for commercial banks in Kenya to use them
frequently. Efficiency and effectiveness is the core drive of commercial banks in Kenya
both in the domestic and international markets. The study found out that quite a number of
strategies used by commercial banks operating in Kenya are applied ignorantly without
adequate knowledge and understanding of the target market. Therefore, this study
recommends that commercial banks operating in Kenya should embrace strategic thinking
practices for their survival in the dynamic and competitive business environment | en |
dc.language.iso | en | en |
dc.publisher | University of Nairobi | |
dc.title | Strategies Adopted by Commercial Banks in Kenya to Manage Service Quality | en |
dc.type | Thesis | en |
local.publisher | Business Administration, University of Nairobi | en |