| dc.description.abstract | The purpose of this study was to identifythe factors that determine satisfaction of customers of
Equity Bank Kenya limited in Nairobi. This research study sought to answer the following
question; what are the factors that determine customer satisfaction of Equity Bank Kenya Ltd in
Nairobi. The study had one objective: to identify the factors that determine customer satisfaction
at equity bank Kenya limited in Nairobi. The study used descriptive research designand primary
data was collected using a structured questionnaire. The population of the study constituted all
the customers of Equity Bank Kenya limited in Nairobi central business district. A sample of 60
customers was selected from the Equity Bank branches in Nairobi Central Business District. The
study used both qualitative and quantitative approaches in data collection. Statistical Package of
Social Sciences was then used to generate frequency tables, charts and figures. The study was
based on the premise that determinant factors (perceived quality of services, customer
expectations, image of the bank, trustworthiness of the organization and customer service
relationship) influence customer satisfaction of Equity Bank customers. The study found out that
68.6% of customer’ssatisfaction at equity bank customers can be explained by perceived quality
of services, customer expectations, image of the Bank, and trustworthiness of the bank and
customer service relationship. These factors have statistically positive effect on customer
satisfaction and hence there is need for the banking management to work towards improving
them. The study recommended that there is need for further studies to determine the other factors
that account for the remaining 31.4% of customer satisfaction at Equity Bank Kenya Limited in
Nairobi. | en_US |
