Automated Queuing And The Experience Of Kenya Commercial Bank Retail Customers In Nairobi Kenya

Abstract

The current proliferations of technologies have allowed service providers to incorporate many different technologies into the delivery of their services. These technologies have been implemented in the service encounter for the customer to use with varying degrees of success. In the Kenyan banking industry, automated queuing system is being adopted to allow customers deliver service themselves using some form of a technological interface. There is still a great deal unknown about automated queuing system, in particular its impact on consumer experience. With that in mind, this study explores the influence of automated queuing system on customer experience of Kenya commercial bank retail customers in Nairobi Kenya. The study adopted descriptive cross-sectional survey design. The descriptive survey is appropriate for studies whose objectives are to describe characteristics of an object of the study. A survey design involves collection of data from a sample or the entire population using structured research instrument. The population of the study consisted of members of the public who are adult account holders at the Kenya commercial bank and who access banking services by physically visiting premises of the bank within the Central Business District in Nairobi City County. The survey was a sample survey and adopted a systematic random sampling technique. Data was collected through structured questionnaire. Data was analyzed through descriptive and inferential statistics. Mean scores and standard deviations were used to describe the characteristics of customers in terms of demographics and customer’s experience with automated queuing. Regression analysis was used analyze the relationship between automated queuing system and customer experience. Correlation and regression analysis also revealed that a strong relationship between automated queuing machine and customer experience, hence, suggesting that it was an important factor in customer satisfaction both from the point of view of the customer in improved service and also from the perspective of employee motivation. It can be concluded that the automated queuing machine was of considerable assistance to the bank in enabling it to track the customer experience of all its products and services and to monitor the traffic of knowledge in its set up. It was an important factor in customer experience both from the point of view of the customer in improved service and also from the perspective of employee motivation