Consumer Attitude Toward Agency Banking by Customers of Commercial Banks That Offer Agency Banking in Machakos Township, Kenya
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Date
2014Author
Mamwa, Catherine C
Type
ThesisLanguage
enMetadata
Show full item recordAbstract
The study sought to determine the consumer attitude towards agency banking in commercial
banks of Kenya. The study had two specific objectives namely: to determine the extent to which
commercial bank customers in Kenya are aware of the existence of agency banking in Kenya and
to determine the attitudes of consumers towards the use of agency banking in Kenya. The study
used applied descriptive research design. The target population for the study constituted 150,041
customers in Machakos town and a sample of 70 customers were selected that is 14 customers
from each commercial bank selected randomly from each agency. Both quantitative and
qualitative approaches were used in collecting data. The study found out that commercial bank
customers are aware of the existence of agency banking in Kenya since the overall mean score is
more than half the mark of 2.5 which is half of the possible 5 marks. . The study also found out
that the attitude of consumers towards the use of agency banking in Kenya is good since the
overall mean score is more than half the mark of 2.5 of the possible 5 marks. The study found
out that most banking customers are to great extent aware of the existence of agency banking and
also the presence of agency banking made them prefer the commercial bank they were banking
with. However, the agency banking proximity at any point in time had moderate mean of 3.30
and the agency banking was the first method that comes to mind when the customers want to
transact at the bank. This means that commercial banks customers prefer agency banking being
near to them mainly for security reasons. The researcher further recommended further research
could seek to address this limitation by use of multiple industries setting to conduct their studies
and this would enhance the validity and generalization of the research findings.
Publisher
University of Nairobi
Rights
Attribution-NonCommercial-NoDerivs 3.0 United StatesUsage Rights
http://creativecommons.org/licenses/by-nc-nd/3.0/us/Collections
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